Avaya has extended its Customer Experience Interaction Management portfolio with the addition of new mobile, video and social media capabilities.
Mobile offerings added to the contact centre solution enables customer self-service with the option of an available agent, whilst information is carried through the process to eliminate repetition.
To continue its focus on bringing social media into the contact centre, the introduction of Avaya Social Media Manager adds support for additional languages and integration with social media sites, including Google Alerts, RSS and YouTube, as well as Facebook and Twitter.
Adding video to its portfolio, agents and customers can now collaborate via a hyperlink embedded on a web page or sent via email providing the customer is connected online.
The company also announced updates to Aura Call Center Elite, its contact centre call routing and distribution software. According to the firm, organisations can now handle up to twice the calls in any given time period, compared to previous versions of the product.
Jim Ibister from St. Paul RiverCentre said: “Social Media Manager will allow the Minnesota Wild to stay more closely connected to its fans. As we migrate away from a social media strategy that was dominated by monologue, we can now more successfully execute a dialogue strategy that will foster more nimble and efficient communication between the Minnesota Wild, the Xcel Energy Center and its fans.”