Avaya Experience Platform
Avaya OneCloud CCaaS makes it easy to connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint. And it brings together teams, resources, and insights to maximize contact center performance and experiences.
Designed for Connected Experiences
Avaya OneCloud CCaaS brings everything together so you can create connected experiences for customers and employees.
Proactive, Effortless Automation and Service
When it comes to providing always-on customer service, we make it easy with predictive AI-powered tools.
Smarter Self-Service
Deliver intelligent, conversational self-service—24/7—with options to connect with a live agent.
Intelligent Routing
Match customers with the best employees using business rules, internal and external context, and desired outcomes.
Completely Connected Employees
Enhance team collaboration with converged communications that dissolve front- and back-office silos.
A Day in the Life of Your Contact Center
See how you can create better experiences for both customers and staff. Read the stories of different businesses solving their customer service challenges using Avaya OneCloud CCaaS. We explore AI-powered solutions for integrated desktops and virtual assistants, in-the-moment data retrieval, real-time reporting, and an empowered workforce.
The future of the customer experience center is already here. It means that experiences—both customer and employee—matter more than anything else. When you have engaged, empowered employees, it has a direct and positive impact on customer experience.
Avaya OneCloud CCaaS makes it easy for organizations to deliver that effortless customer experience across different channels and devices while helping maximize employee and team performance. Avaya OneCloud CCaaS empowers employees with faster, more responsive and always-on digital customer engagement.
- Connect all touchpoints throughout the entire journey.
- Match the best resources to each interaction with intelligent routing.
- Get ahead of every interaction by predicting needs and proactively engaging customers with customer journey intelligence.
- Personalize employee experiences with a customizable, modern workspace that provides all the information they need in one place.
Avaya OneCloud CCaaS is a contact-center-as-a-service (CCaaS) solution that delivers voice and digital channel customer engagement along with advanced AI-powered self-service automation and employee productivity tools so you can build a true cloud customer service call center. Your subscription includes support and guidance from our Avaya OneCloud team.
There are three packages available to meet your business needs:
- Digital: Get digital customer engagement that includes email, web chat, text messaging and the ability to Bring Your Own Channel and chatbot; and get intelligent routing, customer journey, AI-powered self-service automation, visual workflow orchestration and real-time and historical reporting.
- Voice: Get WebRTC voice, AI-powered self-service automation, intelligent routing, call recording, visual workflow orchestration and real-time and historical reporting.
- All Media: All the features of the Digital and Voice package plus blended media and Workforce Engagement.
Connected Touch Points
Deliver the simple and fast experience customers expect across all your touch points—voice, email, messaging, chat, and social.
Intelligent Routing
Quickly match customers with your experts based on situational context, customer data, employee attributes, and desired outcomes.
Self-Service Automation
Be always open when you provide an effortless experience that lets customers manage their own voice inquiries using natural speech or touch tones.
Empowered Employees
A personalized workspace easily brings customer insights from different applications and systems into a single, cohesive view.
Customer Journey Intelligence
Help employees anticipate customer needs and personalize experiences by enabling them to interact with customer journey touch points.
Business Process Orchestration
Easy-to-use visual task editors enable business users and IT to fine-tune the experience delivered to both customers and employees.
Workforce Engagement
Enhance regulatory compliance with call and screen recording. Drive employee performance with quality management and performance management dashboards.
Bring Your Own Channel
Integrate homegrown as well as common messaging channels like WhatsApp, Facebook Messenger, and Apple Chat into a single system.
Unified Reporting
Historical and real-time reporting makes it easy to keep a pulse on performance and the overall employee and customer experience.
