Mobile Experience If you have a contact center, you likely have one or more toll-free numbers. But today’s toll-free service is hampering your ability to deliver an enhanced customer experience to your mobile callers, improve operational efficiencies, and drive your digital transformation. To bridge the gap between the limitations your current toll-free service and the ever-growing number of mobile callers, you need Avaya Mobile Experience. Unique in the marketplace, this patented, cloud-based toll-free and DID service adapts your inbound voice service to the mobile world. You can use Avaya Mobile Experience with any contact center to: Identify mobile callers Gather verified mobile caller information Offer mobile callers the ability to switch from a voice to a digital interaction Deliver an enhanced customer experience to all callers Reduce toll-free charges Adapt quickly to changing business needs Drive your digital transformation Avaya Mobile Experience™ adapting toll-free service for the mobile world
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MobileExperience
If you have a contact center, you likely have one or more toll-free numbers. But today’s toll-free service is hampering your ability to deliver an enhanced customer experience to your mobile callers, improve operational efficiencies, and drive your digital transformation.
To bridge the gap between the limitations your current toll-free service and the ever-growing number of mobile callers, you need Avaya Mobile Experience.
Unique in the marketplace, this patented, cloud-based toll-free and DID service adapts your inbound voice service to the mobile world. You can use Avaya Mobile Experience with any contact center to:
Identify mobile callers
Gather verified mobile caller information
Offer mobile callers the ability to switch from a voice to a digital interaction
Deliver an enhanced customer experience to all callers
Reduce toll-free charges
Adapt quickly to changing business needs
Drive your digital transformation
Avaya Mobile Experience™adapting toll-free service for the mobile world
Caller Context AccuracyHigh-fidelity caller information
eliminates the need for agents to request — and callers to repeat —
previously verified information
High-fidelity home geography information helps route calls correctly
from the mobile network
Improved caller identification helps reduce
phishing and fraud
Mobile caller deflections to the web reduce the time callers spend on toll-free lines, related charges and
required agents
Caller contextprovided to agents helps reduce
call-handing times
Per-minute toll-free rates may be lower than
existing providers
Mobile callers get faster access
to information and answers
Agent access to mobile caller context enhances their ability to provide better overall experiences on
current and future interactions
Wait times are reducedfor callers who choose to talk to a live agent as the deflected mobile callers
are no longer in the queue
Routine, low-value calls can be deflected to the web,
increasing agent availability to handle higher-value customer interactions
Additional mobile caller context helps agents provide more
personalized caller experiences
Agents will be happier because routine requests are being deflected to a mobile
web experience, so they can focus on higher-value interactions
Works with any contact center—Avaya &
non-Avaya—so you can keep your existing
infrastructure
Digital transformation enhancements
can be implemented with Avaya Breeze™ snap-ins for existing Avaya customers
Self-administration tool allows for easy service additions and changes
Verified customer context helps improve fraud detection and reduce spoofing
Future enhancements include biometric verification, such as facial and fingerprint recognition, and Blockchain technology
to provide secure transparency to authorized parties
Deflecting mobile callers to an app or web page helps drive adoption of digital touch points and reduces the need for
live voice agents
Verified mobile caller information provides additional context that helps enable a more personalized and positive
mobile web user experience
Simple, open contracts with no annual commitment or minimum spend mean you
only pay for what you use
Operational Efficiencies
Enhanced Customer Experience
Agent Satisfaction
Flexibility & Scalability
Security Enhancements & Fraud Reduction
Digital Transformation
For more information on Avaya Mobile Experience, contact your Avaya sales representative or visit avaya.com/mobile-experience or contact us directly.
