Customers in today’s digital era demand a consistent experience across multiple touch points, both physical and digital. They will perform simple tasks online, but if their need is more sophisticated, they want to interact with a knowledgeable expert. Plus, customers expect a seamless transition from one touch point, such as a showroom or the company Web site, to other touch points, including voice calls, online chat, SMS text or video.
With Avaya Customer Engagement solutions, you can continually refine and optimize customer engagements across your enterprise through the actionable insights the solutions produce. As closed-loop performance management systems, Avaya solutions help you prepare for each customer interaction, monitor and measure that activity as it takes place, analyze the results, and take whatever corrective action may help improve current and future interactions. In this way, your organization has the right resources, with the right information, using the right processes, at the right time, over the right channel, to deliver the best possible customer experience.
Avaya Customer Engagement solutions give your organization awareness by bringing together all relevant context, including information, resources and processes, for a specific customer at any time. It enables persistent conversation by connecting all interactions with a specific customer into a seamless experience.

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