Avaya Releases Contact Center 6.2

With Improved Customer Service Functions

By Sheila Shanker
Updated: May 01, 2012

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.