BCStrategies Examines the Avaya Mobile Experience

At Enterprise Connect 2018, Avaya announced the Avaya Mobile Experience, a service that will "enable contact centers to accelerate digital transformation, reduce toll-free carrier costs, increase the accuracy of contextual information, and enhance the customer experience for the ever-growing number of mobile callers." Avaya Mobile Experience is a consumption-based cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact center, and enables selected calls to be deflected to the mobile web.

In this Industry Buzz podcast, BCStrategies Experts Michael Finneran, Dave Michels and Phil Edholm discuss the magnitude of the announcement, how much better this is over existing alternatives, and its significance in the contact center industry.