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Avaya One-X Agent Upgraded

Avaya today announced the new version of its powerful desktop application suite designed for customer service associates. The new application, Avaya one-X® Agent, features significant enhancements - including a streamlined user interface, embedded video and improved deployment options - that can improve the productivity and cost-efficiencies of today’s increasingly virtual customer service operations, and enable associates to work more flexibly.

Independent, pan-European research commissioned by Avaya suggests that greater workforce flexibility can boost employee productivity by 51 per cent. Avaya one-X Agent gives customer service associates working from any location - at home, headquarters or a remote location - a simple-to-use interface providing fast access to all of the sophisticated capabilities required to deliver top-quality customer service. Accessible via a customer service associate’s personal computer, it enables businesses to easily extend headquarters-quality customer service capabilities to associates and subject matter experts, regardless of their physical location.

New enhancements driving greater productivity include a re-designed user interface that lets customer service associates better manage multiple customer interactions simultaneously. This helps simplify work item management for the user, while driving more first-call resolutions across customer service operations. The user interface also features new capabilities such as integrated contact lists with ‘click-to-dial’ and ‘drag and drop’ features for conferencing and transfers, giving customer service associates more effective means to reach the right expert and include them in customer interactions.

"Products like one-X Agent enable employees to work from home as effectively as they would in the workplace environment," said Jirina Yates, Director of EMEA Marketing, Avaya. "This means they are better equipped both to meet the demands of their customers and balance the demands of their personal and professional lives." "Avaya one-X Agent offers businesses a way to significantly upgrade the agent’s experience on several dimensions," said Sheila McGee Smith, industry analyst and president of McGee-Smith Analytics. "The look and feel is slick and modern, in keeping with its membership in the Avaya one-X family. Virtualisation enables multiple thin client options, including Citrix, Sun Ray and VMWare. Finally, support for video in the contact centre, the enterprise and with customers, offers companies a way to differentiate their service in this very challenging market."

The virtual nature of Avaya one-X Agent gives businesses a helpful tool for engaging customer service associates and subject matter experts based on their skills, not just their location. For example, with just a laptop and a VPN, a teleworker with Avaya one-X Agent can work flexibly from any location, and quickly become a seamless part of a business’ customer service operation. Avaya one-X Agent uses the Avaya Aura Communication Manager platform for access to the enterprise collaboration tools.

Avaya Contact Centre Administration and Collaboration Made Simple

In terms of desktop administration, Avaya one-X Agent enables the deployment and management of customer service operations in a simplified, cost-efficient manner. Using a standard Microsoft® Installer®, the installation of Avaya one-X Agent can now be easily customised and run silently in the background, with no interaction required from the customer service associate. This eliminates the extra costs and time associated with individual desktop installations, since IT installation visits to home and remote offices using one-X Agent are no longer necessary. Administrators can also determine which features are accessible by customer service agents, providing administrators with greater control over the agent desktop experience.

Another key enhancement introduced in Avaya one-X Agent is embedded video, an emerging customer service tool, which makes video-based interactions as simple as a phone call. This lets home-based or remote customer service associates collaborate with colleagues using visual communications, as if they were in the same office. Video also makes for more dynamic customer interactions either through face-to-face discussions via computer or in-store kiosks. Video collaboration is part of Avaya one-X Agent’s growing set of multi-modal communications capabilities, which will also include instant messaging and TTY (teletype) in the next release later this year.