FEATURE: DIGITAL TRANSFORMATION
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VOICE REMAINS THE CORNERSTONE OF
CUSTOMER SERVICE. preference for voice-based engagement,
it would be fair to assume that they
would prefer voice to communicate with
businesses as well,” said McGugan.
Avaya has demonstrated two factor
BioID authentication via facial and voice
biometrics, contextual transcription and real
time translation with intent recognition, that
serves as a personalised assistant to each
employee, enhancing their productivity and
increasing job satisfaction. “Organisations that recognise this and
embrace voice-enabled technologies can
expect marked improvements in customer
loyalty and satisfaction. As Avaya looks to
pioneer new and enriched engagement
experiences, we are delivering entirely new
ways for voice to be intuitively leveraged
across all touch points.”
42
INTELLIGENTCIO
“For most of us, voice is the primary mode
for communicating our thoughts and
expressing our feelings with others – our
families, friends, co-workers. Gartner
suggests that there will be as many as four
billion digital assistants by 2022, and if this
number is any indication of consumers’
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