Avaya Engagement Development Platform Webtext Snap-in: more choice in customer engagementQuick and Easy Text Enablement for your Customer Experience Management Solutions
Today’s consumer wants to choose, where, when and how they connect. That means that voice is now being augmented with chat, video, email and more recently texting (SMS). A rich toolset is required to give consumers the experience they want, wherever and whenever they need to connect.
Texting is the medium of choice with
many of today’s consumers. Mobile
phones are everywhere and are
convenient and easy to use. Not only
does text provide another customer
touch point opportunity, it can also
enhance productivity for those in your
organization who use customer contact
solutions.
Want to reduce call wait times and
enhance customer service? Using text,
routine customer enquiries can be
answered and resolved in seconds.
Valuable voice resources are freed up
for more complex interactions.
To enable these types of solutions,
Avaya has introduced the Avaya
Engagement Development Platform, a
unique application development
environment that enables the user to
quickly and easily create and integrate
new capabilities into existing Avaya
solutions. The resulting tailored services
can drive efficiency in your business and
positively differentiate the way you
respond to customers. Engagement
Development Platform is:
• An open, extensible applications
development environment
• A single, integrated platform for the
merging needs of Team and Customer
Engagement solutions
• Multimodal, working across channels,
processes, and systems
• Fully integrated into the Avaya Aura®
Platform for rapid integration with
built-in scalability, security and
virtualization
A core part of the Avaya Engagement
Development Platform architecture is
the ability to “snap-in” capabilities from
Avaya and our partners to reduce
development costs and speed time to
market. The Webtext 2-way SMS
Connector is a great example of this
kind of snap-in capability in action.
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Text enable your
contact center and
you can see
immediate gains in
productivity and
customer service:
• Reduce caller
queues, inbound
call volumes and
customer call
backs
• Increase agent
productivity,
resolution rates
and customer
satisfaction
Simply put, it helps businesses get
callers off hold by enabling them to send
and receive text (SMS) messages to and
from their Avaya Engagement
Development Platform applications. A
sample use case makes this value clear:
A retailer has an app that is widely used
by its customers to order merchandise,
check on promotions and see the status
of their orders. To date, any issues with
ordering or follow up questions have
necessitated a call into their customer
contact center. With Avaya Engagement
Development Platform and the Webtext
2-way SMS Connector Snap-in, texting
can be added to the application, helping
to provide enhanced service, reduce
abandon rates and deliver higher agent
efficiency. Customers send and receive
text messages to and from the same
800 number they might have called.
There’s no need for costly additional
application development or user
training. Contact center agents use tools
already familiar to them.
3 Steps to Increased ProductivityText enabling customer contact with
Avaya Engagement Development
Platform and the Webtext 2-way SMS
Connector Snap-in helps move callers
from voice to text enabling an increase
in productivity in three ways:
1. Reduce caller queues by TEXT
ENABLING your CALLS. Customers
will be given the option to skip the
queue for voice contact with an agent
and get an immediate Text response.
Caller queue times and abandon rates
can be reduced.
2. Reduce inbound calls by TEXT
ENABLING your NUMBER. Any toll or
toll-free line will be able to receive
and reply to customer texts. This can
improve customer service, especially
for those who may already prefer to
use text.
3. Reduce customer call backs by TEXT
ENABLING your AGENTS. By
empowering them to use Text in
support of voice, even while a caller is
still on the line, first time resolution
rates and agent productivity will be
increased. Thanks to user-friendly
screen-pops, Text Enabled agents will
see full text history and be able to
handle multiple customers
simultaneously.
Texting may be just the beginningOnce you’ve seen how easy application
creation is with Avaya Engagement
Development Platform and Snap-ins like
the Webtext 2-way SMS Connector, a
world of possibilities will open up for
other snap-in based solutions, like real-
time speech, big data, work assignment
and many other capabilities. You’ll be
surprised how easy it is to create real
differentiation in your customer
interactions!
Learn MoreAvaya Engagement Development
Platform and the Webtext 2-way SMS
Connector create opportunities to add
substantial value to any enterprise. To
learn more, contact your Avaya Account
Manager or Avaya Authorized Partner, or
visit us at avaya.com.
About Webtext LLCAs an Avaya DevConnect Technology
Partner, WEBTEXT works closely with
Avaya development and solution teams
and is a two-time winner of the
prestigious Avaya Innovation Award for
2013 and 2014. WEBTEXT’s cloud based
service makes integration into Avaya
contact centers fast, efficient and cost
effective. To learn more about Webtext,
visit us at webtext.com.
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About AvayaAvaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.
Astonishingly, although text is fast, direct, effective and ubiquitous, few contact centers are leveraging its use today. And while many enterprises have adopted Web Chat with success, they have not considered the advantages of text:
• Text is always on
• Text enables the agent to initiate the contact
• Text works on virtually every one of the world’s seven billion cell phones
• Text works without
the need for internet
access