Avaya Experience Platform
By Avaya LLC
The Avaya Experience Platform is a comprehensive cloud-based contact center solution designed to enhance customer and employee experiences across multiple communication touchpoints. It integrates voice, video, chat, and messaging capabilities, providing a seamless interaction environment. The platform is built on an open, API-first architecture, which facilitates easy customization and integration with existing systems. Key features include intelligent routing, data integration, attribute routing, and the ability to manage interactions from multiple channels. The platform also supports Bring Your Own Channel (BYOC) options, allowing organizations to integrate popular messaging channels like WhatsApp.
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Call RecordingCall RoutingCRMAutomatic Call DistributionCall Center ManagementCustomer HistoryMulti-Channel ManagementMulti-Channel CommunicationPerformance ManagementInteraction TrackingCustomer SegmentationCustomer Experience ManagementSocial Media IntegrationReporting & StatisticsAI-powered virtual agentsReal-time analyticsSkills-based routingWorkforce engagement managementCloud-based deploymentOn-premise deployment optionHybrid deployment optionComputer Telephony Integration (CTI)Call monitoringIVR (Interactive Voice Response)ACD (Automatic Call Distribution)Campaign managementCustomizable reportingAgent performance trackingCustomer authenticationOne-click calling for agentsWarm call transferPredictive dialingOpen APIs for customizationConversation scriptingCustomer data managementHistorical interaction viewingQuality management toolsReal-time KPI monitoringPost-interaction customer feedbackInteraction analyticsMobile application supportHelp DeskFAQsForumEmailCloud, SaaS, Web-BasedMobile - AndroidMobile - iPhone