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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 

Sources:

(1) www.uctoday.com

    www.avaya.com