Towards a singular unified customer experience

Savio Tovar Dias, senior director - Sales Engineering, Avaya International EMEA and APAC, talks about the company’s UC leadership and how it is baking engagement, empowerment and optimisation into its DNA.

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Towards a singular unified customer experience Dias says Avaya success lies in the company's recognition of the changes in expectations in the UC and CC markets.
By  Savio Tovar Dias Published  September 4, 2018

At Avaya, we have always prided ourselves on our leadership in the field of unified communications (UC). That leadership is not an accident; it comes through our laser-guided focus on this as well as the contact centre technology.

By cultivating a talent pool that specialises in customer and user experience-and by developing an open-platform approach that embraces technology and channel partners via our Avaya Alliances programme-we have baked engagement, empowerment and optimisation into our DNA.

Despite our confidence in our credentials as an effective digital-transformation partner, it is nonetheless deeply gratifying when our efforts are validated by objective third parties. We are immensely proud to be positioned, for the ninth time, as a leader in the Gartner Magic Quadrant for UC worldwide. This follows, just months earlier, our recognition as an MQ leader in contact centre (CC) infrastructure, making us one of only two companies named leaders in both UC and CC.

This is a strong signal to our existing customers that they have chosen well in selecting Avaya as a digitalisation partner and encourages prospective customers that a glistening future awaits them with our help.

To be named an MQ leader requires, in Gartner's own language, both the "ability to execute" and a "completeness of vision". Our success lies in our recognition of changes in expectations in the UC and CC markets. The two have become one. All internal and customer-facing channels-from websites and social media to mobile apps and contact centre platforms-should now be integrated into a single seamless platform that is part of corporate culture. Digital transformation frees the employee from laborious administration chores and allows them to focus on the customer experience.

Avaya's customers face a consumer population that contains a growing number of millennials each year. These millennials are digital natives that demand digital experiences, but with a human touch-an apparent contradiction in terms, but eminently achievable with the right completeness of vision. Our expertise allows us to build platform solutions that in turn allow our customers to build meaningful, empathetic relationships with their own customers.

As part of our ability to execute, we are taking the lead in virtual assistants, a next-generation productivity boon set to revolutionise employee empowerment and customer engagement. Avaya is one of a very small number of companies to offer such emerging self-service tools on an enterprise scale.

Meanwhile, our award-winning, device-agnostic, integrated application platform Breeze, along with its DevConnect client SDK, and our meeting and contact centre technology, provide a rich foundation for UC and CC platforms that take personalisation, customisation and automation into account.

Breeze offers people-to-people, people-to-machine (bots) and machine-to-machine (bot, camera, IoT) communication. It is an open platform that integrates with many types of data and application (ERP, CRM, IoT). It allows businesses to define how events trigger different workflows. For example, it can match agents with ideal internal specialists for real-time assistance with customer queries, based on problem type, availability and employee-profile data.

Watch, as Avaya continues to invest heavily in merging UC with CC. Note our vision and execution as we work tirelessly to provide our global customers, from small to medium-size businesses (SMBs) to large enterprises, with the ability to differentiate themselves with personalised, considerate service.

Savio Tovar Dias, senior director - Sales Engineering, Avaya International EMEA and APAC.

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