At Avaya, we’re constantly thinking of ways to innovate our cloud communication products based on what customers want and need, from new ways to connect to global expansion capabilities to AI-powered features. Above all, innovation should be about responding to customer needs. Avaya Experience Platform is a powerful cloud solution that helps create memorable experiences for today’s customers—and the employees who serve them—from any location. Organizations can easily connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint across cloud while retaining their on-premises solutions.
For large, traditionally on-premises enterprises, hybrid cloud is a gateway to innovation. Learn how to make immediate inroads without abandoning what you already have in place.
KBA has enjoyed the partnership of Avaya and its local delivery partner, UCAdvisor, for many years; however, it became clear that the school’s needs had outpaced its existing on-premises system.
Consolidating the individual costs of voice, messaging, etc. into one unified platform means fewer dollars spent on old systems that do not benefit the overall organizational structure.
Avaya predicts organizations will double down on the agent experience in three ways this year.
How can you implement AI bots in your company, and what will they be able to do for you? Here’s how Avaya expects things to shake out.
Breaking communication siloes between contact center and non-contact center employees is paramount to improving customer satisfaction, employee engagement, and operating costs.
Improving the speed, accuracy, and techniques used in contact center customer verification and authentication will be crucial this year for making necessary improvements to operational efficiency, security, customer experience, and costs.
Avaya Experience Platform allowed the Silver Spring Pathfinder (SSP) to innovate with omnichannel, virtual work capabilities, and more all while retaining its core service.
Before any innovation initiative starts, there are questions (and usually lots of them). What is innovation and, more importantly, what does it mean for your organization? What fears or misperceptions hold innovation back?
Innovation is crucial to the continuing success of any business, especially well-established enterprises. To paraphrase Microsoft’s CEO Steve Ballmer, “Innovation is the only way to keep customers happy and competitors at bay.”
It’s 2022: why can’t you remotely monitor calls in real-time as if you were walking the contact center floor? What’s stopping you from ensuring high Quality of Service (QoS) regardless of where your agents work or what their setup l....
Together, humans and AI can transform customer experience. But first, organizations must find the right solution.
As financial services become more digital in nature, it’s important that banks think differently when using data analytics, security tools, and education to improve identity authentication and customer data privacy. Avaya’s research repor....
Did you know: The contact center is the single most impactful place an organization can implement AI. Here’s why more and more contact centers are incorporating AI in their customer experience planning.
Supporting a hybrid workforce requires important considerations from a technology perspective. With hybrid a preferred model for many, IT leaders are taking steps to ensure the environment is safe, secure, and enjoyable.
Banks are focusing more than ever on how to support their customer’s experiences in a way that quickly answers inquiries and gives customers a more frictionless experience for loan applications and other financial services.
In today’s Experience Economy, companies looking to stay competitive are findings ways to innovate and adapt quickly to changing business needs.
As we saw in recent history, businesses that are flexible and agile are the ones that survive. Focusing on business resilience and increasing flexibility will continue to enable businesses to succeed in an expanding, shifting work environment.
Contact centers are no longer transactional in nature, and great customer experience leaders are utilizing them to delight customers and improve business. Here’s how.
For a customer interaction to embody the 4 Pu2019s, it must be personal, predictive, proactive, and pervasive.