Whether you are a current Avaya Contact Center or NES Contact Center customer you should attend this session. This session outlines Avaya’s vision of the Next Generation Content Center and sets out the capabilities roadmap. It is intended to provide a broad understanding of Avaya’s plans to enable the delivery of next generation customer service and sets the context for the Next Generation Content Center Customer Migration scenarios that follow. 

In this session you will learn -

 

What breakthroughs will be possible for you and your customers with Avaya innovations planned for our Next Generation Content Center Solution. These include:

 

* SIP based architecture simplifying deployment, integration and management of Context Center applications to reduce TCO

* Unified multichannel routing, based on KPI's and customer value, to a universal agent queue to improve first call resolution

* Conferencing all required resources along with persistent multichannel context to improve customer satisfaction

* Multichannel inbound/outbound automated self service including dynamic dialogs to improve self service effectiveness

* Unified Reporting with closed loop advanced analytics and WFO to monitor and improve agent performance and to evaluate and enhance customer satisfaction.

* Unified multichannel agent desktop with a real-time dashboards and enterprise-wide collaboration to improve productivity

* Integrated Context Center Management and Administration to improve supervisor efficiency and productivity.