Avaya Aura® Experience Portal is the latest major release of Avaya Voice Portal.

Avaya Aura Experience Portal provides organizations with a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound, phone, email, or SMS applications.

Employ dynamic, real-time self-service treatments using Avaya Intelligent Customer Routing; automate outbound services with Proactive Outreach Manager; or leverage existing web applications to create compelling, new services—all developed and managed on a single platform. This approach helps organizations cost effectively coordinate the use of their resources to deliver an exceptional customer experience.

Avaya Aura Experience Portal supports SIP, IP, TDM, or mixed environments. It includes robust management, reporting, development, and virtualization capabilities to help organizations reduce costs and simplify operations.

Avaya Aura® Orchestration Designer is the latest generation of Avaya Dialog Designer and the Service Creation Environment (SCE) for Contact Center.

Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design of voice and multimedia applications and agent workflows. It is a fully featured graphical development environment that supports Avaya Aura® Experience Portal, Avaya Aura® Contact Center, as well as our Media Processing Server, Voice Portal, and Interactive Response software platforms.

The graphical drag-and-drop development environment allows for faster, less costly design. Avaya Aura Orchestration Designer includes powerful testing and simulation tools as well as support for Loquendo and Nuance speech technologies to help developers improve performance and the user experience before deployment.

Avaya Aura Orchestration Designer is provided to Avaya customers and Avaya Developer Partners at no additional cost.

The Callback Assist application provides callers with choices for their service experience when agents are not immediately available to take their calls. It announces to callers the estimated wait time, and then offers to have an agent call them back, versus waiting on hold.  In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold.

Callers that choose one of the callback options are prompted to record a message with their name and the reason for their call and then they are free to hang up. At the appropriate time, the Callback Assist solution initiates the callback with the contact center agent and plays the recorded message. After the agent listens to the message, the callback is initiated and the agent is able to then assist the customer as required.

Proactive Contact is Avaya’s industry-leading outbound platform for creation and management of outbound campaigns and customer communications.  It offers superior voice detection and predictive dialing capabilities that alongside inbound/outbound agent blending help you improve customer satisfaction, increase agent productivity, and maximize your return on investment.

Companies are constantly challenged to meet customer expectations while keeping costs low. Proactively reaching out to customers, delivering information—sometimes before they know they need it—can increase customer satisfaction and value ratings.

Proactive Outreach Manager enables businesses to create and send customers automated outbound voice, email, and SMS communications. Send billing reminders, account or order statuses, product announcements, and more. The solution integrates with your existing web and contact centers, so you can deliver faster, more response services.

Proactive Outreach Manager runs on Avaya Aura® Experience Portal or your existing Avaya Voice Portal.