Contact Centers

As a global leader in the contact center market since our founding, Avaya offers highly reliable, scalable communications-centric solutions that can improve customer service and help companies compete more effectively. The Avaya Aura® Contact Center Suite creates a single integrated customer queue, regardless of the type of media or modality, including voice, video, email, chat or social media, and delivers a highly personalized customer experience. The tight integration of our contact center applications with Avaya Aura has allowed us to change the nature of a contact center from the previous approach of routing customers to agents and self-service applications, often with a loss of customer information or context, to a model where we use session management to bring customer service people and applications from around the enterprise to the customer, leading to Small and Medium Enterprise Communications.