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Avaya offers several contact center suites, but its two most prominent are Aura and OneCloud contact center-as-a-service (CCaaS). These platforms were already quite sufficient, but Avaya added to them this year. Avaya built in added workflow and AI-powered virtual agent capabilities on its own, but the company also added security capabilities through integrations with Pindrop, Semafone, and PCI Pal; knowledge management through an integration with Verint; and an integration with Salesforce Service Cloud that brings together calls, digital engagement, and CRM data for agents. Independent CRM industry analyst and consultant Marshall Lager sees Avaya as one of the most deeply rooted vendors in the market. “Avaya’s been doing telecommunications for a long time and has the expertise that comes with experience,” he says.
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