Avaya Contact Centre Roadmap
Delivering next generation "Context Centre"
Avaya's Contact Centre Strategy is based on our vision for the delivery of next generation customer service. Like UC, Avaya's contact centre roadmap is anchored around Avaya Aura. Aura is the cornerstone of Avaya's portfolio and will be used as the platform to deliver applications across the enterprise.
Along with Aura, you're going to have to get used to a new phrase called "Contextual Collaboration" and the concept of the next generation "context centre"!
An evolution is already underway from voice call centres to multimedia contact centres and soon to CONTEXT based enterprise-wide customer engagement systems. Next generation context-based customer service is the ability to streamline information, processes and communications to provide a consistent, high-value end-customer engagement.
This will ultimately provide end customers with the superior customer service experience they are demanding. Contact centres will be able to:
- Anticipate by leveraging real time persistent context for proactive engagement.
- Automate via communications-enabled business systems for effective voice and web self service transactions.
- Accelerate customer service through optimising agent, expert, self-service interactions across channels for efficient operations.
Avaya’s contact centre strategy leverages leading innovations from both Nortel Enterprise Solutions and Avaya to deliver the Avaya Next Generation Context Centre, an industry leading SIP-based Context Centre solution, leveraging the benefits of Avaya Aura.
Nortel brings their contact centre agent desktop to the Avaya portfolio, which will be reconciled and leveraged, in Avaya's 'agent environment' going forward. They also bring with them the contact centre capability that will enable Avaya to accelerate the delivery of a "work assignment engine" that brings together all of the elements necessary to create the contextual collaboration that Avaya believes will be at the heart of a differentiated customer experience.
Nortel also brings a tremendous amount of experience in products like ICP, which will enable Avaya to create a "customer experience portal" that will be multi-channel by design, enabling contact centres to deliver a holistic, consistent, connected and contextual user experience.
The solution is further extended by the Agile Communication Environment (ACE) providing a development environment to transform customer service. Avaya will protect and extend current customer investments as well as help customers grow their businesses and transitioning at their pace to Avaya Next Generation Context Centre.
Read more (Avaya CC Integration Roadmap, PDF)