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Where Avaya Excels
Avaya Aura Call Center Elite Multichannel layers multichannel capabilities -- including Web chat, social media, texting, instant messaging, and e-mail -- onto the company's call center software . Call Center Elite Multichannel promises to make it easier for organizations to add new access channels and manage cross-channel customer experiences. Avaya Contact Flow Analytics lets organizations identify and remedy call flow issues through visualization tools, such as flow graphs, dashboards and tabular reports.
Avaya Automated Chat integrates with live chat support to deliver more responsive, personalized online service. Avaya says this solution can improve customer satisfaction with faster, more accurate responses delivered through an intelligent response engine and streamline the transition from self-service to live service.
"The main differentiator is that Avaya has always had very strong analytical capabilities, and the new visualization tools enhance these capabilities by bringing the info to the users' attention in real-time ," Ken Landoline, a principal analyst at Current Analysis, told us. "Most competitors are behind Avaya on this. The other parts simply bring Avaya on par with other leaders."