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