Avaya just rolled out new analytics and customer interaction tools to help enterprises harness the power of Big Data and the myriad of ways customers contact companies. Analysts and customers alike are giving the new solutions a nod.
Avaya is offering tools to mine and analyze data , and expand and synchronize multi-channel customer interactions, as well as offering deployment options for virtualized environments. The idea is to make it easier for companies to improve and streamline the customer experience through any access point at any moment in the customer lifecycle, while simultaneously increasing efficiency and adaptability in business operations.
"Companies today are struggling to keep pace with serving customers the way they need to be served to increase their lifetime value," said Mark de la Vega, vice president and general manager of Avaya's Contact Center Business Unit. "Customers want convenience, but on the business side, delivering on convenience can be incredibly complex."
Voice of the Customer
De la Vega understands the challenges. And many current technologies do indeed limit the ability to create an accurate picture -- or contextual awareness -- of the customer's experience, their needs and behaviors. At the same time, the growing number of customer interaction channels is posing new challenges to delivering service across channels while also offering opportunities to glean insights through smart analytics.
Avaya Speech Analytics integrates the actual voice of the customer into performance management practices. Avaya Speech Analytics mines voice-based customer interactions to deliver business intelligence that might otherwise be missed in text-based or manual analyses for insights that can drive process improvements, support regulatory compliance and identify new sources of revenue.
"Avaya's ability to place speech analytics into context and identify key words and phrases helps us intelligently interpret the findings and turn them into data-driven recommendations for our client," said David Naylor, head of Analytics at Ember Services.
"Avaya's Speech Analytics technology reveals the DNA of the call. It breaks down the call into its different components: the who, the what, the why. Our understanding of the client's business, coupled with our experience as operators and consultants, allows us to then turn that information into action." (continued...)