Avaya OneCloud CCaaS brings together employees, insights, and processes from your entire organization to create effortless customer experiences across all your contact center touchpoints. In a few words, it’s always on customer service.
One of the key points of Avaya CCaaS is the ability to create effortless experiences by connecting everything across any channel with built-in, predictive AI that adapts to customer needs. The features below show us the experience we enjoy by enabling proactive, AI-powered connections.
Reach more customers and achieve goals faster by using AI-powered predictive modeling
Deploy AI-enabled digital co-workers across all channels, including web, voice, SMS, social media, email, and video
Redefine and personalize the online experience with complete co-browsing capabilities
Capture and respond to customer feelings and emotions in real time to create meaningful engagements
Deliver conversational self-service 24/7, with options to speak with a live agent
Easily identify and authenticate customers using voice and facial biometrics
Skip screen-switching with a customizable voice and digital desktop that offers 360-degree customer insight
Deliver a differentiated experience that caters to mobile callers
Avaya OneCloud CCaaS enables us to deliver holistic, personalized customer and employee experiences by tightly aligning processes, functions, and resources.
Enhance team collaboration with converged communications that eliminate front- and back-office silos
Augment employees with intelligent virtual agents that provide on-screen prompts and more in real-time
Work easily with the CRM applications you already use, including Salesforce, Microsoft Dynamics CRM, ServiceCloud, Zendesk, and more
Fine-tune experiences with visual task editors to create workflows, manage auto responses, and assign work
Match customers with the best employees based on business rules, internal and external context, and desired outcomes
Integrate homegrown as well as common messaging channels like WhatsApp, Facebook Messenger, and Apple Chat into a single system
A series of features that enhance workforce management give us the ability to use the best tools to motivate, empower, and mentor employees, from recruitment to retention.
Bring schedules, training, customer information, and more – from different systems – into a single screen
Provide real-time assistance to employees with prompts, details, and step-by-step guidance
Actively monitor, analyze, and manage employee performance, requirements, and feedback
Improve compliance and reduce liability by automatically capturing and processing voice and digital interactions
Give employees the freedom to work remotely with flexible, modern tools
Optimize service levels with the right number of employees all the time and gain insight into trends
Last but not least, we should not forget the importance of gaining real-time insights. With Avaya CCaaS, we can optimize every experience across the organization with powerful performance analytics and reporting tools. More specifically:
Anticipate needs with a comprehensive – 360ο view of the customer journey to help determine next-best actions
Automatically surface intelligence from thousands, even millions of recorded interactions (speech and text analytics)
Keep a pulse on employee and customer experiences with historical reporting and real-time dashboards
Help employees in the moment by providing real-time prompts based on spoken words or phrases
Capture real-time events at every step of the customer journey with insightful contact center dashboards
Capture customer feedback in real-time and take quick action to optimize business processes