Leaders in the world of digital communications services, software, and devices, Avaya recently announced their new offering in the contact centre space, designed to accelerate the path to digital transformation (DX). The unique "Avaya Mobile Experience" offering should increase information accuracy for call centres, reduce carrier costs, and enhance customer experience (CX) for the mobile contact centre market.
The new service is based on the cloud and offered on a consumption-based pricing structure. With Avaya Mobile Experience, contact centres can identify when calls are coming in from mobile devices, then access contextual information about the caller on their system for a more personalised customer service experience. The system also allows certain calls to be deflected into the mobile web for enriched client services.
Avaya Also Reveals an "IDaaS" Service
Aside from the Avaya Mobile Experience, another recent announcement from the communications company came in the form of an update about an Identity-as-a-service offering (IDaaS). Apparently, Post Quantum and Avaya are working together on an IDaaS solution powered by the blockchain which should improve contact centre security. The Avaya Mobile Experience will be one of the first systems to adopt IDaaS.
In a world where 70% of customer calls come from mobile devices, it's crucial for contact centres to have a strategy for mobile connectivity. Usually, these companies need to pay carriers for each call that arrives over a toll-free line regardless of where that call comes from. This raises operational expenses and makes it harder to route calls to the right contact centre resources.
The Avaya Mobile Experience is designed to help enterprises overcome the issues with technology that has plagued contact centre environments to this point. The Avaya Mobile Experience can find people calling from their mobile and gather information on each customer so that mobile users calling a number that's toll-free can have a more enriched experience, with the choice to send the call onto the web. When callers choose this option, the call ends, along with the per-minute costs.