Avaya boosts call centre portfolio

Customer Experience Interaction Management portfolio, CRM Buyer reports.

The overarching goal of the changes was to allow users to reach out to customers via any channel the customers chose - for example, mobile application, social media or phone.

According to Computer World, the new mobile capabilities allow enhanced smartphone capabilities for contact centre operations, including additional automation and self-service functions for customers, with the ability to connect directly to a person.

Avaya also introduced support for additional social media platforms, including Google Alerts, RSS feeds and YouTube, to accompany existing support for Facebook and Twitter.

One-touch video collaboration with customers or within the enterprise is also now available.