Avaya contact center gets social with Facebook, Twitter support

With social media like chatting and texting becoming more important to businesses, Avaya is melding the trend into its latest release of its Aura Contact Center.

The release, version 6.2, improves both agent-assisted and automated service to improve customer experiences across the growing array of media channels.

Avaya said the upgraded platform can be integrated into the agent desktop, making it easier for agents to communicate with customers by automatically capturing and responding to relevant tweets and Facebook updates. Users can achieve this information by integrating it through the Avaya Social Media Manager.

According to its own survey of customer service preferences, 40 percent of consumers prefer alternate methods of contact for customer service. Version 6.2 allows users to assemble customer context, like history and account number, and match it to the right agent in a real-time collaborative session.

"Today's consumers use many more modes of communications: e-mail, text, video and social media. As these multimedia requirements evolve into 'transmedia' needs ... companies must effectively integrate all of these modes for consistency," said Onkar Birk, general manager at the Avaya Contact Center Division. "Avaya addresses this with products driving high-quality customer experiences across various media, turning those experiences into competitive assets."

For more:
- see this release

Related articles:
Avaya adds to Aura with ACE 2.2 and Contact Center
Johnson Controls upgrades to Avaya Aura UC solution
Avaya and IBM work on integrating Aura and Lotus Sametime