Avaya Aura Platform Overview
The Avaya Aura Platform is a comprehensive and integrated solution designed to enhance unified communications and customer experience for enterprises. Here’s a detailed look at what the platform does and its key features.
Purpose and Benefits
Avaya Aura is engineered to transform traditional, single-purpose communication solutions into a multimedia, multimodal architecture. It aims to improve employee collaboration, customer engagement, and overall business performance by providing a flexible, scalable, and secure communications environment. The platform helps in centralizing communications management, reducing operational costs, and enhancing the efficiency of both internal and external interactions.
Key Components and Features
1. Avaya Aura Session Manager
- This component supports an innovative session-based architecture, enabling the management of users and multimedia communications features across enterprise networks. It integrates and interoperates with PBXs and other communications systems, providing real-time communications services to users regardless of their location.
2. Avaya Aura Communication Manager
- This is the core software foundation for real-time voice and video communications. It delivers over 700 services for unified communications, including support for mobility, customer contact, messaging, auto attendant, multimedia conferencing, and E911. It also manages SIP and H.323 endpoints, call routing, and conferencing applications.
3. Omnichannel Customer Engagement
- Avaya Aura Contact Center, a part of the platform, offers omnichannel customer engagement capabilities. This allows customers to interact through various channels such as voice, chat, email, and social media. The platform includes intelligent routing and queue management, real-time reporting and analytics, customizable IVR, CRM integration, and workforce management tools.
4. Presence and Collaboration
- Avaya Aura Presence Services enhance collaboration by collecting and broadcasting presence information across all users. This feature supports both SIMPLE and XMPP protocols and integrates with various Avaya communication clients, such as Avaya Communicator and Avaya one-X Communicator.
5. Messaging and Voicemail
- The Avaya Aura Messaging server provides advanced messaging functions, including Speech Auto Attendant, Notify Me, and Voice Recognition. It converts voicemail to text and sends notifications via text and email, ensuring high customer service standards.
6. Integration and Interoperability
- The platform supports integration with third-party APIs, including REST APIs, and cloud services like Microsoft Teams, Salesforce, and ServiceNow. This allows for seamless connectivity and the addition of new features without disrupting existing operations.
7. Cloud and Hybrid Deployment
- Avaya Aura offers flexibility in deployment options, including on-premises, cloud, and hybrid models. The Avaya Aura Private Cloud allows transitioning the on-premises solution to a secure and dedicated instance on Microsoft Azure, ensuring continuity and scalability.
8. Administration and Management
- The platform includes a browser-based console for managing all users and system connectivity enterprise-wide. The Avaya Admin Portal enables self-service administration, allowing control and customization of communication services from anywhere.
Additional Capabilities
- Workforce Management: Tools to forecast demand, schedule agents, and manage agent activities and breaks.
- Real-time Reporting: Dashboards and analytics to monitor key contact center metrics such as call volume, agent performance, and customer satisfaction.
- AI-powered Chatbots: Integration of AI-powered chatbots and conversational interfaces to handle common customer queries.
- Compliance: Enhanced compliance with key standards like HIPAA and PCI through cloud-ready pathways.
In summary, the Avaya Aura Platform is a robust solution that integrates unified communications, customer experience, and collaboration tools, offering a flexible, scalable, and secure environment for enterprises to enhance their communication and customer service capabilities.