avaya.

com

Avaya Centrum

Customer Engagement Portal

A Comprehensive Suite of Advance CX Capabilities

Elevate customer Enhancing the abilities of your contact center can be

experiences by extremely complicated. Identifying the functionalities you
introducing powerful require, selecting the right solutions, ensure everything is
perfectly integrated and keeping costs in check can be a
new customer
daunting challenge. What you need is a simple path to
service capabilities deploying a comprehensive set of advanced customer
into your contact service capabilities.
center in a simple,
streamlined, and
Supercharge Your Contact Center
cost-effective
Introducing Customer Engagement Portal (CEP), part of the Avaya Centrum Partner
manner. Optimize Program, which combines a range of must-have CX features into a single, powerful
work flows and omnichannel platform.

empower your This offering comprises five essential Centrum modules:

agents to deliver • CRM Connector for powerful and effortless CRM Integration
• Callback Manager which enables effective recovery of missed service
exceptional,
opportunities
personalized service. • Customer Survey for convenient and accurate feedback collection
• Social Media Connector which streamlines social media support
• SMS Connector for simplified, optimized, and personalized bulk SMS

Seamless integration with your CRM delivers a 360-degree view of the entire
customer journey, while convenient and accurate feedback collection helps
uncover opportunities to enhance customer relationships.

© 2020 Avaya Inc. All Rights Reserved. 1

Fact Sheet / Customer Engagement Portal avaya.com

CEP helps you to optimize engagements by enabling effective, automated

What Our Customers Say
recovery of missed service opportunities, ensuring customer are kept

“As a satisfied, long-

updated vis SMS, and allowing convenient service via web-based chat on
your company’s website, Facebook or Twitter pages.
standing Avaya
customer, we have Business Benefits
seen incredible value The Customer Engagement Portal offers a proven and cost-effective path to
and convenience in streamlining and enhancing work flows throughout your contact center, thereby
enhancing the optimizing agent efficiency and productivity.
capabilities of our
existing Contact It enables you to improve customer-centricity and increase customer satisfaction
levels by extending truly distinguished service across key customer engagement
Center investment channels, including your company’s main social media platforms.
using the Customer
Engagement Portal. Through well-thought out design, Avaya has ensured that key features are
Our customers have available right out of the box. But if any customization of CEP is required, that is
been impressed by possible too.
our new service
abilities, and our
agents love the new Information For Partners
functionalities that As with all Avaya Centrum modules, implementation of the Customer Engagement
drive their Portal, is expertly managed by Avaya’s qualified Service Delivery Partner, enabling
productivity and our partners to focus on the sale and customer relationship.
efficiency. "and
efficiency.” Technical specifications:
– The CIO at a leading • Avaya Contact Center Select R7+, Multi-Channel Agent licenses
Hospitality chain in the Middle • Avaya IP Office with WebRTC Engine, Power User licenses for Web Click-to-Call
East
• Microsoft Windows Server 2012 or 2016
• Microsoft SQL Server 2012 or 2016
• API/Database access to Customer's CRM
• Public IP, Domain, SSL Certificate, API approval from Facebook/Twitter
The Avaya Customer • Email Server SMTP access & SMS Gateway
Engagement Portal
Features:
Licensing:
• 5 essential Centrum • CEP Server License
modules seamlessly • CEP User License (Voice or Multi channel)
integrated into a single • Professional Services
intuitive interface.
• Software Assurances
• In-built ticketing system for
end-to-end case
management. How to buy:
• Connectors to facilitate Customer Engagement Portal can be ordered through authorized Avaya
effortless integration with
Distributors or by contacting our Sales team
third-party business
applications.
• User privileges
management capabilities.
• Powerful monitoring and
reporting capabilities.

© 2020 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States
and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks,
respectively,of Avaya Inc. 01/20 2