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Avaya IX Portfolio

Avaya’s Intelligent Xperiences (IX) portfolio empower customer engagement in the most demanding industries to deliver Experiences that Matter to enterprises’ internal and external customers. Avaya IX is mainly comprised of Avaya IX Digital Workplace and Avaya IX Digital Contact Center. Avaya IX Mobility solutions are also available both IX Workplace and IX Contact Center.

First: Avaya IX Digital Workplace for Unified Communications:

A single app for calling, messaging, meetings, and team collaboration provides employees with the ideal unified communication solution that is available on premise or private, public, or hybrid cloud.

Avaya IX Digital Workplace portfolio includes (1):

Calling (IP Office, Aura)

Meetings (Equinox, Equinox Meetings Online)

Collaboration (Equinox & Zang Spaces)

Devices (J Series phones, Vantage device, B Series Conference phones, CU360 Video endpoint, Scopia Video endpoints, and more)

Second: Avaya IX Digital Contact Center for Customer Experiences that Matter:

Focused on improving customer experience (CX), Avaya provides a wide range of contact center solutions that leverages both human and digital resources by integrating predictive, context-aware, analytics-driven intelligence with advanced speech recognition and AI technologies.  

Avaya IX Digital Contact Center portfolio includes (1): 

Voice (Aura Contact Center, Avaya Call Center Elite, Aura Contact Center, ACD call routing, IVR, and more)

Omnichannel (Oceana, Breeze)

Desktop (Agent interface e.g. Avaya Oceana Workspaces)

Workforce Engagement (Avaya Workforce Optimization)

Here is how each solution improves a vital aspect in customer experience to effectively build your brand, increase productivity, and drop-off costs:

1- AVAYA Voice represents a set of voice-based Apps that:

Help the agent understand each customer given the right desktop tools

Pick the right agent for each customer through intelligent behavioral pairing

Elevate traditional IVR to conversational speech Apps using Self-Service Automation 

Align processes, people, and applications through Avaya IX Workspaces – Teamspace

Help create a seamless customer experience using Avaya Agent Scripting

Deliver real-time insights for better CX management through Avaya IX Dashboard

2- AVAYA Digital Channels help leverage customers interactions via email, web chat, SMS, and social through:

Behavioral pairing of customers with agents using Avaya AI Routing with Afiniti AiRo 

Real-time transcription of voice transactions using Avaya Conversational Intelligence

Virtual agents’ deployments using Avaya and Google Cloud Contact Center AI

3- Agent Desktop empower agents with the right set of workspace tools to deliver great experiences to customers through 

Advanced desktop analytics using Avaya IX Workspaces

Combining key CRM insights with the contact center using CRM Desktop

Cross-platform VoIP features using Avaya Softphone

Modifying on-the-fly using Client SDK

Aligning processes, people, and applications using Avaya IX Workspaces – Teamspace

Creating seamless omnichannel customer experiences using Avaya Agent Scripting

4- Workforce Engagement is designed to help create a thoroughly trained and productive workforce using:

Workforce Management to plan, forecast and schedule employees 

Advanced Voice of the Customer Insights to increase first contact resolutions

Data Collection and Analytics to pinpointing cost drivers, trends, and opportunities

Security and Compliance to meet compliance objectives with regulatory mandates 


(1) www.uctoday.com