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Avaya Customer Experience Management

Avaya used Enterprise Connect to showcase its expanded lineup of Customer Experience Management solutions, which include new applications that it said can help businesses centralize and orchestrate all mobile, Web and contact center interactions that happen throughout a customer care cycle.

Among the new applications is Avaya's Proactive Outreach Manager for the centralized management of all outbound communications, including voice, email and SMS alerts. Also new is an updated version of Avaya's Intelligent Customer Routing application that helps contact center agents manage inbound calls more quickly and with more real-time visibility into callers' needs.

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