Avaya has launched a suite of new and enhanced product innovations and services based on its Aura, that redefine the economics and effectiveness of real-time, multi-media enterprise communications.

The company also introduced its next generation of contact center solutions to meet the real-time demands of a rapidly evolving customer service environment.

The new Avaya Aura tools and services make it possible to simultaneously accelerate decision-making and achieve meaningful financial impact, while moving enterprises towards a more people-centric approach to collaboration.

The next generation contact center solutions—which include innovations in multimedia work assignment, workforce optimisation and outbound self-service—help improve customer experiences. A central component of these contact center introductions is Avaya Aura Contact Center, which introduces a unique approach to enhancing customer satisfaction and agent productivity through Experience Management.

“In today’s evolving business communications environment, companies demand the right technology approach to ensure superior experiences for employees and the customers they serve,” said Kevin Kennedy, president and CEO of Avaya.

“Avaya’s latest series of innovations accomplishes this through faster, more efficient orchestration of people and information. Making smart business decisions quickly can be difficult, but connecting the right people to solve issues in real-time should be both simple and cost-effective.”

New and enhanced capabilities in Avaya’s suite of Contact Center and Unified Communications (UC) applications drive improvement in the quality of customer service and employee collaboration for mid- to large-sized businesses while lowering the total cost of ownership.

In addition, Avaya Aura 6.0 now features increased security, scalability and flexibility, plus common management and expanded use of virtualisation across the entire platform.

Avaya Aura can save large enterprises approximately 23 per cent in capital expenditures and another 33 per cent in operating expenditures, according to a recent survey conducted by Avaya. Mid-sized enterprises typically save even more, said Kevin Kennedy.-TradeArabia News Service