Avaya have recently released their next generation of software for call centres. The software has been designed to unify more customer service contact channels such as email, chat, instant messaging and social networking. The new software suite will make it easier for routing customers through multiple communications channels.

Most companies today have call centres, service agents employed to keep social channels up to date such as Twitter and Facebook, a system for live chat, email and instant messaging applications. These systems aren’t currently connected to each other but Avaya have designed their software package to manage these various customer channels.

If organisations used the new Aura Contact Centre then customers would not need to explain themselves more than once as the communications systems would be connected to share the information that they have already stated. According to Avaya, routing calls and transferring customers between contact channels leads to 20% of data loss.

The new Avaya software suite is designed to bring context and data to each interaction and standardise working patterns across various mediums.

The key aspects that Avaya wish to achieve with their new contact centre are:

• Workflow Optimisation to better assign work cut training time and give supervisors a view of all customer interactions by channel
• Proactive outreach to conduct multimedia interactions via any means
• A reporting and analytics system called Avaya IQ 5.1
• A Standard and an Elite edition of software for the larger enterprises

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