Avaya Experience Platform™ (On-Prem + Connect) maps your customer's journey across self-service and assisted service channels. Avaya Experience Platform™ (On-Prem + Connect) stores all the data related to the customer's interactions. Agents and supervisors can use the Customer Journey widget within Avaya Workspaces to view a visual representation of a customer’s interactions. Avaya Experience Platform™ (On-Prem + Connect) visualizes every point in the customer journey with common customer identifiers as an interaction with a channel. The complete view of the customer journey across all channels with common identifiers can help to facilitate informed decisions in your contact center.
Avaya Experience Platform™ (On-Prem + Connect) hybrid voice agents can use the Interaction Search widget to view a customer's previous touch points, including Avaya Experience Platform™ (On-Prem + Connect) hybrid voice, Avaya Experience Platform™ Public Cloud voice, and Avaya Experience Platform™ Public Cloud digital.
For a hybrid voice and digital agent on Avaya Experience Platform™ (On-Prem + Connect), the following occurs:
When the agent logs in to hybrid voice, Avaya Experience Platform™ (On-Prem + Connect) records the new hybrid voice interactions with the customer.
When the agent logs in to digital, Avaya Experience Platform™ (On-Prem + Connect) records the new digital interactions with the customer.
Note:
Customer journey for hybrid voice is an Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle capability. For hybrid voice interactions, agents who are enabled with the Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle have access to customer journey for Avaya Experience Platform™ (On-Prem + Connect). The Avaya Experience Platform™ (On-Prem + Connect) Advanced bundle is an optional and paid bundle and is not included with the Avaya Experience Platform™ (On-Prem + Connect) bundle. Customer journey integration for Avaya Experience Platform™ On-Prem or hybrid voice touch points are only stored for interactions that go to the hybrid voice agents. Any Avaya Experience Platform™ On-Prem interactions that go to the Avaya Experience Platform™ On-Prem clients such as Avaya Workplace Client or Avaya one-X® Agent are not stored in Avaya Experience Platform™ Public Cloud customer journey.
For more information on Customer Journey, see Customer Journey overview.
