Avaya Upgrades Contact Center for 'Omni-channel' Experience

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Avaya recently upgraded its Contact Center to include two-way SMS and email messaging, predictive dialing and historical cross-channel activities.

Avaya's updated Contact Center is available now and integrates with its existing Avaya unified communications platform.

Along with the feature upgrades is an enhanced control panel that delivers target service levels, enterprise resources, and customer segmentation functions.

Avaya's new Contact Center system also includes zoning capabilities to deliver localized customer care calls to better meet the support needs of business customers.

Avaya also previewed some of future product roadmaps including the Avaya Aura® Collaboration Environment that “build on these capabilities to enable simplified context management, enterprise work assignment, real-time speech analysis, WebRTC and more,” according to the company’s news release.

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