Customers to define the last mile

18 Oct 2015
Having done everything, from digital transformation to having two technology differentiators, now it's time for the last mile to be defined by the customer. That's what …, Avaya, told Telecom Review in an interview, giving us ideas about interesting technological concepts to be revealed during Gitex.

What are you doing in Gitex this year?

Gitex is going to be really interesting: larger, bigger and better. It's going to be about deciding customer experience and customer journey and driving this whole digital transformation process from an experience and services aspect. From our perspective, the holistic picture is having the ability to consolidate all forms of communication and provide a singular customer experience.

The challenge is that today if you go to an enterprise, social media is run by marketing, the call center is run by the IT department and certain elements are run by business. Bringing those under one umbrella provides singular analytics and experience. Therefore, we are moving towards that direction especially at Gitex, where we have various key pillars that we would deliver. If we start from a team engagement solution for the smart workspace, we are providing a view of how we bring all the technologies to provide that smart workspace.

Today, a smart city is a big buzz word, but the foundations that create that smart city are smart enterprises, smart governments and hospitals. So, talking about the workspace, you will be able to walk in and dynamically assign which is your phone, video, calendar; your whole profile gets settled at the office. We will also be focusing on public safety element, emphasizing how government focuses on security and react to emergencies.

As for the call center, we will be focusing on the Omni-Channels and the analytics around Omni-Channel which is the hole digital transformation and direction.

Could you give us details of what you will showcase this year?

We will have a smart kiosk engagement; we are trying to achieve certain things and seamlessly be authenticated from a security standpoint. Normal, double, triple authentication would be a card, speech metrics and biometrics. So it's just being able to walk in seamlessly and interact; the whole customer journey will be walking into that kiosk having a video chat, being able to scan and then walk out with an interaction, moving from kiosk to mobile and vice versa.

Moreover, we are going to use a reality platform and emulate the Gitex stand on the web. We will have avatar walking in there where people can interact with and have a walk around. They can wave their hands, make a call or even have a meeting by opening a meeting room and shutting the door. People can as well define the avatar that they want.

As for mobility, we will be showing how we are able to do video chats with our clients, showing a large video story. We will go through our data portfolio and show why in the data space we have two technology differentiator; in a way, showing why our data portfolio is the new architecture for cloud, big data, virtualization and for networks going forward.

As you know, nowadays, everything is connected to the internet which requires a large overhead of management, interaction and configuration. This architecture can help with all that. It does real-time communications, reducing the overhead and the total cost of ownership and delivers new services.

Finally, we have a market place. We can show people how any small to medium enterprise can simply get all the enterprise functionalities: a full bundle package, media, voice, video and call center which is all simplified in one bundle. It is simple to deploy, to service and implement.

What can you tell us about the guardian angel and its outcome? Is it launched already?

We are creating a whole holistic thing. When you call in 911 or 999 service the dispatcher will receive who's calling, what device the caller has got, get his location and be able to send pictures and videos to show what he's looking at. That's called the incoming, but you can dispatch the right team and the right tools. With our guardian angel concept, if you are in an enterprise or a campus, you will be able to have a screen on your wrist and as you walk around looking for a location, the next camera will show you the direction on the screen, even before turning the corner you will be able to see what's around that corner; it will predict your turn points, giving you an idea if there's smoke or an intruder.

The guardian angel is in pilot phase. It's more about our platforms and what we can do. That's one use case, but the use cases to deliver solutions of that nature are endless. That's something that we have come up with and we want our partners and customers to help us think of solutions.  It's worth mentioning that the guardian angel was delivered in weeks not months because the platforms that we have come up with are very open-ended and customizable.

What are the benefits of participating in Gitex?

From my perspective, Gitex is an international platform which gives us a huge exposure. We're gaining customers from Africa, Russia, India and even from Europe. It has become such a significant thing where you meet CEOs of large multinational companies. Gitex gives us an opportunity to show the world what we have got, our solutions and why we do things in a certain way. We have a strong commitment to this big event.

What do you aim to achieve from Gitex this year?

This year we've got a direction to change how customers perceive us in the digital transformation space. Today, we have become more software- centric than any other time. Eighty percent of our solutions are software. From a revenue perspective, we are among the top five of software vendors. That's why we want customers to see our modules; how we are delivering subscription modules.

This article appeared in Telecom Review on 18 October 2015