FEATURE: DIGITAL TRANSFORMATION
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Digital Transformation
is all about facilitating
enterprises to use
technology to improve
traditional processes.
With Voice Recognition
technology about to make
a big impact on businesses
in the region, Avaya has
been at the forefront of
its development. At the same time, there is a growing body
of evidence that suggests increasing
customer acceptance and demand
for digital technologies like chatbots
and biometrics, and research indicates
that 25% of interactions with these
technologies will be conversational.
A As a champion of the API (application
programming interface) economy, Avaya has
embraced opening its Oceana and Equinox
platform development capabilities for unified
communications (UC) and contact centres
(CC), expanding the breadth and capabilities
of its Software Development Kit.
vaya has developed the
integration of AI-Enhanced
technologies, including
biometrics and real-time
sentiment analysis to its communication
platforms, enabling enterprises to elevate
voice as a key user interface for richer,
more seamless, secure customer and
employee experiences.
“Voice remains the cornerstone of customer
service, and there is a clear opportunity for
its extended application to enrich customer
journeys,” said Chris McGugan, Avaya Senior
Vice President of Solutions and Technology.
“Through our position as the leading
provider of enterprise communications
solutions, and our customer-centric approach
to innovation, we have been embracing new
and exciting technologies that enable us to
effectively address these changing customer
preferences and deliver voice as a more
powerful user interface, for both customers
and employees.”
Driven by the growing consumer demand
for more intuitive experiences and positive
outcomes, businesses are being pressured to
reimagine their approach to customer and
employee engagement. This includes ecosystem partners and
internal developers incorporating
conversational AI, natural language
processing, analytics and cognitive
Machine Learning – to enhance the
capabilities of Avaya solutions and
merging UC and CC for a more connected
enterprise experience.
A recent Avaya survey of more than 8,000
consumers found that over 70% prefer
contacting customer services by phone and
believe it is the most effective means of
getting the best answer. For businesses to stay relevant, it is essential
they invest in technologies that enable
them to serve customers how, when, and
where these customers chose to engage
with the organisation.
Avaya elevates Voice
Recognition technology
to enhance customer experience
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