Avaya announces new products and solutions aimed for the ever more interactive web
Today Avaya rolled a very significant set of solutions/products, which I encourage readers to check out here: http://www.avaya.com/usa/launch/
I thought an interesting take on the announcement was penned by Larry Dignan, Editor in Chief of ZDNet, in this post, Avaya rolls out more Millennial friendly customer contact suite. I found this was an interesting post, as I am within the broadest range of Millennials I could find on the web.
Dignan referenced Chris McGugan, vice president product management here at Avaya, who said;
"the (newly launched) software is designed to better route customers through multiple communications channels. Avaya's big goal is to be the hub for various customer interactions. For instance, companies have call centers, service agents devoted to channels like Twitter and Facebook, a system for live chat and email and IM applications. Meanwhile, these systems aren't connected. Avaya's contact center software suite, dubbed Aura Contact Center, is designed to manage these various customer channels and better assign work... In a nutshell, a customer won't have to explain his or her problem repeatedly after switching channels, say an interactive voice response system to IM to an agent. According Avaya, routing calls and transferring customers between contact channels leads to a 20 percent data loss.
This universality of info and access across mobile and web based interactions and the broad transition to a mobile workforce and customer base reminded me of several conversations I had this past weekend while hanging out with friends in Chicago. Many times, we wanted to find info about places we were heading around town or Cubs games that we watched. How did we get this info? Of course, off our phones on the go, sometimes on the web, other times through apps.
This mirrors conversations I have had with co-workers here at Avaya, as we talk about our respective office/work situations. I am VERY happy to work exclusively from my cell phone. Like many, many others, I have a smartphone that I love and run my work and personal life from that device. In fact, I know just a single late 20's/early 30's peers who has a landline at his house. For the most part my generation of workers/customers all base our communications around a cell phone or smartphone, where we can do our work, check in on social media, get both work and personal emails and check out whatever we need on the web/apps. For me, that is how all of my friends, family, and colleagues know how to get a hold of me.
A relevant article by Network World found that "Young workers tap into Web 2.0 technologies and personal computing devices more frequently at work than their older counterparts"
Avaya's announcement today is right in wheelhouse of this transition and these new capabilities fit the needs of the emerging customer and worker demographic trend that is outlined in this slide, especially those that are highly productive and motivated. Again, check it out at http://www.avaya.com/usa/launch/.
