Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has today launched the Avaya Experience Platform (AXP) in Australia and New Zealand (A/NZ) to deliver flexible and productive hybrid work for employees and create seamless experiences for customers.
AXP is an AI-powered, contact centre-as-a-service (CCaaS) collaboration platform and a key component of the Avaya Experience Platform, which offers comprehensive workstream collaboration and unified communications technologies.
AXP enables SMEs and mid-market organisations to boost staff productivity regardless of physical location, addressing the more than three quarters of Australian workers indicating a preference for hybrid work. With AXP, staff can chat, message, video call and send files in one place, meaning they can work seamlessly before, during and after meetings. Likewise, customers can effortlessly reach staff through multiple channels, creating seamless interactions and preventing gaps in customer service.
The platform also allows staff to reduce their workloads so they can focus on interpersonal elements of customer interactions. With AXP, staff can deliver real-time information to customers with the help of artificial intelligence (AI) powered virtual assistants, and use skills-based routing to automatically match customers with the person best suited to their enquiry. With built-in analytics and reporting, teams can also forecast customer traffic and allocate additional employee resources or self-service options at certain times of day to meet demand.
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