Avaya Experience Platform
Engaged employees lead to happier customers. Bring together employees, insights, and processes from your entire organization to create effortless customer experiences across all your contact center touchpoints.
Enable Proactive, AI-Powered Connections
Create effortless experiences by connecting everything across any channel with built-in, predictive AI that adapts to customer needs.
Get more from AI
Reach more customers and achieve goals faster by using AI-powered predictive modeling.
Deliver conversational self-service 24/7, with options to speak with a live agent.
Complete digital automation
Deploy AI-enabled digital co-workers across all channels, including web, voice, SMS, social, email, and video.
Easily identify and authenticate customers using voice and facial biometrics.
Redefine and personalize the online experience with complete co-browsing capabilities.
Skip screen-switching with a customizable voice and digital desktop that offers 360-degree customer insight.
Capture and respond to customer feelings and emotions in real time to create meaningful engagements.
Deliver a differentiated experience that caters to mobile callers.
Align Processes and Resources
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.
Fine-tune experiences with visual task editors to create workflows, manage auto responses, and assign work.
Augment employees with intelligent virtual agents that provide on-screen prompts and more in real time.
Match customers with the best employees based on business rules, internal and external context, and desired outcomes.
Work easily with the CRM applications you already use, including Salesforce, Microsoft Dynamics CRM, ServiceCloud, Zendesk, and more.
Integrate homegrown as well as common messaging channels like WhatsApp, Facebook Messenger, and Apple Chat into a single system.
Enhance Workforce Engagement
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.
Improve compliance and reduce liability by automatically capturing and processing voice and digital interactions.
Provide real-time assistance to employees with prompts, details, and step-by-step guidance.
Give employees the freedom to work remotely with flexible, modern tools.
Actively monitor, analyze, and manage employee performance, requirements, and feedback.
Optimize service levels with the right number of employees all the time and gain insight into trends.
Gain Real-time Insights
Optimize every experience across the organization with powerful performance analytics and reporting tools.
Anticipate needs with a comprehensive view of the customer journey to help determine next-best actions.
Help employees in the moment by providing real-time prompts based on spoken words or phrases.
Speech and text analytics
Automatically surface intelligence from thousands—even millions—of recorded interactions.
Built-in analytics dashboards
Capture real-time events at every step of the customer journey with insightful contact center dashboards.
Keep a pulse on employee and customer experiences with historical reporting and real-time dashboards.
Dynamic customer surveys
Capture customer feedback in real time and take quick action to optimize business processes.