Avaya

by Avaya

Cloud-based UCaaS, CCaaS & CX solutions

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Avaya Experience Platform

Whether you’re running a contact center on- premises—like your Avaya Call Center Elite—or ready to move fully to the cloud, we make your innovation journey easy. Avaya Experience Platform is a public cloud solution designed to help companies of all sizes innovate without disruption, bringing new features and functions to customers and employees. With Avaya Experience Platform Connect, you can add best-in-cloud technologies to your Avaya Call Center Elite. This hybrid approach is like none in the industry. It’s additive innovation—take advantage of new capabilities as they become available with zero downtime updates.

Capabilities to create deeper relationships

  • Automation and self-service: Give customers the freedom to choose their experience. Reduce repetitive and routine calls for agents.
  • Workforce Engagement tools: Empower agents to be their best with in-call monitoring and live coaching. Give supervisors the tools they need to be effective coaches.
  • Attribute-Based Routing: Ensure every customer is matched with the agent best suited to their needs.
  • AI Speech Analytics and Noise Removal: Help agents and customers find a quicker, clearer path to resolve each call.
  • Give agents what they need to make every customer feel like they matter most—all in a single desktop view.

Avaya Cloud Office

A cloud phone system and collaboration tool that lets you simplify the way you work.

Call, meet, message, and more:

  • Simplify with a virtual office app
  • Add unified communications to your toolset
  • Use any device, from any location
  • Collaborate with teams and customers

Avaya Enterprise Cloud

Our all-in-one cloud solution gives you everything needed to create effortless and complete experiences for customers, constituents, employees—anyone connected to your business. Running on a dedicated instance of Microsoft Azure, you gain the most modern of environments, where you can launch new capabilities for a high-capacity contact center and add extensive unified communications that include video, conferencing, calling, messaging, mobility and workstream collaboration.

Transform your communications

  • All-in-one capabilities, robust service bundles, seamless integrations—you’re all set for continuous innovation.

Stay secure and compliant

  • Get and stay fully compliant and protected with end-to-end security and built-in recovery measures that are designed for scale.

Find your perfect fit

  • Work with an unrivaled platform always ready in your dedicated cloud instance, with either predefined architecture or a tailored integration.

Avaya Call Center Elite

With Avaya Call Center Elite, you run a full-featured call center that handles inbound and outbound contacts, all manageable with real-time and historical reporting insights. And now you can enhance employee and customer experiences, driving higher satisfaction and loyalty, by adding Avaya innovations to your contact center. All without disrupting your current operations.

Connect with customers across all touchpoints

  • Add digital channels so customers can contact you any way they choose. Your new cloud agents can assist via email, chat, messaging, social media, and more.

Overflow your voice channel to cloud agents

  • Route voice calls to your cloud agents, who have the advantage of contextual attributes and information-enriched interactions. Start small—maybe with calls for a new product, campaign, or region—and scale as needed. It’s fast and easy to on-board additional cloud agents anytime.

Let AI separate speech from noise

  • Avaya AI blocks background noise in voice calls from the cloud, giving you more accurate recordings and clearer conversations between agents and customers.

Give agents an intuitive, consolidated desktop

  • Manages voice in browsers or separate media endpoints and simultaneously handles multiple digital customer interactions. Gather customer data from various sources, including CRM systems and third-party apps. Provides desktop wallboards to monitor call center performance and customizable widgets for optimizing agent desktop layouts.