Avaya's Self-Service Solutions for Contact Centers Leverage Speech Automation

By Jayashree Adkoli, TMCnet Contributor

Avaya, a provider of enterprise communications systems, software and services, has announced it highlighted its multimedia customer service solutions that leverage speech automation, at SpeechTEK (News - Alert) 2010 held in New York City.

According to Avaya, the real-time speech self service solution for contact centers can deliver a more convenient, cost-effective and interactive way to serve customers in an environment where demographics and communications modes are shifting and risks are increasing.

In addition outbound self-service can drive new revenues and savings. Apart from increasing revenues, the company’s next-generation self service solutions for contact centers leverage speech automation to help businesses enhance customer experiences, say officials.

Recently, Avaya (News - Alert) had released two new automated customer care solutions - Avaya Proactive Outreach Manager, the latest Avaya Voice Portal and Avaya Self Service Optimizer. All these solutions were demonstrated at SpeechTEK 2010.

Avaya’s Proactive Outreach Manager facilitates businesses to automate the process of reaching out to customers via phone, e-mail, or text. It also simplifies management of all self-service applications on a single platform. This solution is ideal for hotels, manufacturers, and more.

In addition, speech applications can be integrated into Avaya Proactive Outreach Manager to blend speech automation into multimedia campaigns of all kinds.

Other solutions showcased at SpeechTEK 2010, Avaya Proactive Outreach and Avaya Voice Portal, help businesses to succeed through Experience Management.

Experience Management leverages open communications so that businesses can orchestrate people and information, learn customer data, bring full context to sessions, and immerse agents and customers into a collaborative session.

(source: http://outbound-call-center.tmcnet.com/topics/outbound-call-center/articles/94280-avayas-self-service-solutions-contact-centers-leverage-speech.htm)