New innovations unveiled for Avaya IX Contact Center portfolio

New innovations unveiled for Avaya IX Contact Center portfolio
Published: 26 September 2019 - 9:10 a.m.

Avaya unveiled the latest advancements to its Avaya IX Contact Center portfolio, offering compelling capabilities that enable increasingly valuable and intelligent experiences to be easily added for Avaya's large installed base of contact center customers. These solutions will be featured at the Avaya Innovation showcase during GITEX Technology Week in Dubai between October 6-10.

Avaya's innovations have been implemented and tested in production environments by organizations accross the globe. Both installed base and greenfield customers can add real-time insights for agents and managers to enhance customer experiences and greatly improve channel-independent collaboration.

The new innovations now available for Avaya IX Contact Center include:

  • Avaya IX Teamspace, which can drastically increase resolution speed for customer queries and issues for an improved customer experience.
  • Avaya IX Dashboard, which is a single interface that can be viewed from anywhere, giving real-time insight to drive better, faster decision-making experiences.
  • Agent Scripting, which is a flexible browser-based call flow scripting platform that provides the ability to define in- and out-bound call flows. This addresses inconsistencies in agent skill sets with a clear rules-based script that changes in real-time.

“These capabilities have been developed through Avaya’s efforts to directly address specific customer needs,” said Yaser Alzubaidi, senior director of digital engagement solutions at Avaya. “Originally created as specific applications aimed at solving high priority use cases, these new features are now widely available as compelling offerings in the Avaya IX Contact Center portfolio, which will bring huge benefits to a large number of contact centers.”


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