Avaya Experience Platform
Engaged employees lead to happier customers. Bring together employees, insights, and processes from your entire organization to create effortless customer experiences across all your contact center touchpoints.
Enable Proactive, AI-Powered Connections
Create effortless experiences by connecting everything across any channel with built-in, predictive AI that adapts to customer needs.
Get more from AI
Reach more customers and achieve goals faster by using AI-powered predictive modeling.
Intelligent self-service
Deliver conversational self-service 24/7, with options to speak with a live agent.
Complete digital automation
Deploy AI-enabled digital co-workers across all channels, including web, voice, SMS, social, email, and video.
Biometric authentication
Easily identify and authenticate customers using voice and facial biometrics.
Co-browsing
Redefine and personalize the online experience with complete co-browsing capabilities.
Single desktop
Skip screen-switching with a customizable voice and digital desktop that offers 360-degree customer insight.
Sentiment analysis
Capture and respond to customer feelings and emotions in real time to create meaningful engagements.
Mobile-friendly
Deliver a differentiated experience that caters to mobile callers.
Align Processes and Resources
Deliver holistic, personalized customer and employee experiences by tightly aligning processes, functions, and resources.
Cross-organization cohesion
Enhance team collaboration with converged communications that eliminate front- and back-office silos.
Workflow orchestration
Fine-tune experiences with visual task editors to create workflows, manage auto responses, and assign work.
Digital coworkers
Augment employees with intelligent virtual agents that provide on-screen prompts and more in real time.
Intelligent routing
Match customers with the best employees based on business rules, internal and external context, and desired outcomes.
CRM integration
Work easily with the CRM applications you already use, including Salesforce, Microsoft Dynamics CRM, ServiceCloud, Zendesk, and more.
Messaging integration
Integrate homegrown as well as common messaging channels like WhatsApp, Facebook Messenger, and Apple Chat into a single system.
Enhance Workforce Engagement
Use the best tools to motivate, empower, and mentor employees—from recruitment to retention.
Personalized desktops
Bring schedules, training, customer information, and more—from different systems—into a single screen.
Automatic recordings
Improve compliance and reduce liability by automatically capturing and processing voice and digital interactions.
Live monitoring
Provide real-time assistance to employees with prompts, details, and step-by-step guidance.
Work-from-anywhere flexibility
Give employees the freedom to work remotely with flexible, modern tools.
Performance management
Actively monitor, analyze, and manage employee performance, requirements, and feedback.
Staff management
Optimize service levels with the right number of employees all the time and gain insight into trends.
Gain Real-time Insights
Optimize every experience across the organization with powerful performance analytics and reporting tools.
360-degree views
Anticipate needs with a comprehensive view of the customer journey to help determine next-best actions.
Voice-to-text transcription
Help employees in the moment by providing real-time prompts based on spoken words or phrases.
Speech and text analytics
Automatically surface intelligence from thousands—even millions—of recorded interactions.
Built-in analytics dashboards
Capture real-time events at every step of the customer journey with insightful contact center dashboards.
Unified reporting
Keep a pulse on employee and customer experiences with historical reporting and real-time dashboards.
Dynamic customer surveys
Capture customer feedback in real time and take quick action to optimize business processes.
