Experience Portal now supports two-way SMS and email as well as zoning

Avaya has beefed up its contact centre solutions to simplify and improve customer communications.

Changes to its Aura Experience Portal and associated applications are “making it simpler for enterprises to manage their holistic customer experience,” Cory Glover, Avaya’s senior manager customer experience management marketing, said in an interview Tuesday.

The company released

–Aura Experience Portal 7.0, the front end to contact centres where various customer enquiries — voice, text, messaging — are initially handled. The latest release supports two-way SMS and email communications, the company said.

It also adds the ability to create zones of response to make it easier to handle customer calls locally and reduce network charges, .

“A large business can decide to set up a zone, so, for example, callers from California are locally served by self-service applications or agents first, before the call is sent to other resources.”

Experience Portal lets customers connect to call centre agents through a number of channels and devices, including telephone, mobile phones email and SMS services. Multi-party conferencing, intelligent routing and pre-identified customer preferences are among the capabilities the portal includes.

–Proactive Outreach Manager 3.0, a separately sold application that uses Experience Portal.  The new release supports agent-based predictive dialing with both Aura Call Center Elite and the latest release of Avaya Aura Contact Center.

“Now a business could architect a marketing or service campaign that reaches out to a customer via email a couple of weeks in advance of a deadline, leverage SMS notification as part of an escalation, and can leverage IVR (interactive voice response) for outbound voice or agents as part of the campaign — all of this from a unified environment.”

POM manages all outbound communications — from agent-based predictive dialing campaigns to automated voice, email, SMS alerts and services — through Experience Portal.

–Intelligent Customer Routing, also separately sold that uses Experience Portal. The latest release allows finer control based on target service levels, enterprise resources, and customer segmentation.

ICR helps optimize customer interaction through real-time visibility into caller intent, cross channel interaction history and other business insights, Avaya says.

Companies can no longer afford to maintain the status quo by relying on older contact center technologies thinking the expense and disruption of an upgrade will put their operations at risk,” president and general manager of Avaya’s customer experience management.

“The bigger picture is that if they don’t address the changing customer demands their entire business is already at risk. Avaya enables companies to close the gap between what customers expect today and help companies build truly legendary experiences – one interaction at a time.”

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