Going Mobile: Creating Experiences that Matter with the Avaya Mobile Experience
As some people who follow my blogs might know, one of the key projects I lead as Avaya’s VP of Innovation is the Avaya Mobile Experience. For those just catching up, Avaya Mobile Experience is a patented, consumption-based mobile service cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact center and enables selected calls to be deflected to the mobile web for a mobile application or mobile browser digital customer service experience. It also expands the range of customers’ digital interactions while conquering geo-location issues.
Essentially, Avaya Mobile Experience is a mobile network with a programmable core that allows Avaya to create new services for mobile callers that are offered to businesses. We launched a Toll-Free service earlier this year where businesses can get rich context on the caller to better service their needs and also “deflect” voice to digital channels if the mobile user so desires.
Avaya Mobile Experience has been growing in users and is now widely available in the U.S. market. In fact, with our early adopter customers, we have exceeded 1.5M minutes serviced, 250,000 calls completed, and 20,000 deflections. And we continue to add cool new features and functionality based on inputs from enthusiastic adopters of the solution.
One of these early adopters is C3i Solutions, an HCL Technologies company and a leading multi-channel customer engagement services provider.
According to Michael Baker, C3i Solutions VP Telephony and Emerging Technologies,”by combining the capabilities of Avaya Mobile Experience with Avaya Mobile IVR, we’re able to detect when a customer is calling from a smartphone and deflect them to a branded digital experience with context. Not only are we saving our clients per min costs, we are providing a better experience for mobile users, and with mobile consumers making up an increasingly important part of our customer base, especially among Millennials, we are very excited to add Avaya Mobile Experience to our services and continue to improve our customers journey.”
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Tags: contact center, customer experience, customer journey, cx