Avaya Releases Contact Center 6.2

With Improved Customer Service Functions

By Sheila Shanker
Updated: July 13, 2011

Avaya Releases Contact Center 6.2

Avaya, a major global provider of technology solutions for communications and collaboration, announced on July 12, 2011, the deployment of a new contact center product, Aura Contact Center 6.2, along with an Aura Experience Portal, offering more features in customer service and multimedia This setup uses social media, such as email and chat, allowing for flexiblity and certain funcionalities to increase productivity and customer satisfaction.

Avaya Aura Contact Center 6.2 includes collaboration with experts through integration with Avaya Session Manager. The Center automatically picks up messages on Facebook and Tweet, allowing for prompt responses to customers' feedback in the media. This new system has improved the scalability of the communications setup, which can now accomodate up to 90,000 agents in a single virtual network. You can take a look at a picture of an Aura Contact Center system at http://www.flickr.com/photos/avaya/4812083406/

The Avaya Aura Experience Portal enhances automated services for communications in and out of the firm, including a more efficient use of self-service. The portal integrates with the Aura Contact Center seamlessly, benefiting customers, who don’t need to repeat information. The self-service can be installed in a virtualized environment, reducing hardware usage and costs. The portal also includes a new Avaya Orchestration Designer, which helps with faster application development.

Applications are now more centralized with the Avaya Aura Contact Center 6.2 unified with the Avaya Aura Call Center Elite, an automatic call distribution system. The Avaya Portal helps the migration of prior releases of Avaya Voice Portal, Avaya Media Processing Server (2) and prior releases of Avaya Interactive Response.

 


 

Featured Research
  • The Role of Self-Service in Modern Contact Centers

    By 2020, 85% of customers' relationships with companies will be managed without any contact with human services representatives. What does that mean for your business? The data shows that companies need to offer effective self-service options in order to remain competitive. However, many contact centers are confused about how their core contact center software fits into self-service. more

  • Tips and Tools for a Positive Contact Center Environment

    When it comes to stressful environments within the business world, it is no secret that the contact center frequently makes the list of one of the most stressful. This elevated level of stress leads to high agent attrition rates, and thus subsequently additional costs on your business to find, hire and train new employees. more

  • 10 Tips for Scaling Your Contact Center Solution

    You might think that scaling your contact center involves just hiring more agents. While that might be the super simple solution, it isn't necessarily the correct one. As with any other aspect of your business, it is imperative to take the time to figure out what exactly your contact center will need in order to perform at its best. more

  • The 12 Vital Skills of Successful Contact Center Agents

    It's no secret that contact center agents have one of the most demanding jobs around. On a daily basis they are interacting with angry and stressed-out customers and working with them to explain technical details while fulfilling administrative duties. When looking to implement or update a contact center, there are certain practices to avoid and certain practices to make sure to implement if you want your business to find success. more

  • Cloud Contact Center

    Chances are you've thought of investing in a cloud-based contact center, and rest assured you aren't alone. The cloud-based contact center market is predicted to grow at an annual rate of 23.6% from $5.43 billion in 2016 to $15.67 billion by 2021. There are significant advantages to utilizing a cloud-based contact center and these range from cost benefits, functionality, and strategic value. more

Related Articles