Avaya Redefines the Customer Service Battleground for the Digital Age

07 Mar 2016
Unveils its latest contact center innovations and momentum in platforms, tools and cloud delivery designed to keep customer service ahead of accelerating business transformation
Enterprise Connect 2016, Orlando, Fla. –Booth #1707 – March 7, 2016 – Avaya, a Gartner Magic Quadrant Leader for Contact Center Infrastructure for 15 consecutive years, today unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed:
  • 90% of people move between different devices[i]
  • 52% of customers are less likely to engage with a company because of a bad mobile experience[ii]
  • 89% of companies will compete primarily based on customer experience – up significantly from the previous two years[iii]

At Enterprise Connect starting today in Orlando, FL., Avaya will reveal key innovations that redefine the customer experience battleground and keep companies ahead of the curve, based on technology that supports more than 5 million agents globally. The Avaya Customer Engagement solutions –which can be implemented through a fully hosted or hybrid cloud model to help ease the transition between existing and new technologies for digital business, deliver:
  • A flexible, robust foundation provided by Avaya Aura® and Elite contact center solutions, which continues to lead the industry now as a 100% virtualized, 100% software-based platform that eliminates the need for hardware-based media gateways to perform important call center functions.
  • Software-defined customer engagement that makes it possible to communication-enable sales and service workflows and processes through Avaya Breeze which can significantly enhance the customers’ experience.
  • A full stack, turnkey solution in Avaya Pod Fx (formerly Collaboration Pod), providing  everything needed to run an advanced virtualized contact center (applications compute, storage, networking & management) all racked, stacked, cabled and configured to remove complexity and streamline operations.
  • Maximum evolution flexibility through the new Avaya Secure Delivery offer which provides hosted private cloud communications for security conscious organizations (US).
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Gary Barnett, SVP and GM, Avaya Engagement Solutions, said:  
“The competitive battleground has shifted, requiring a new type of solution and means to respond to digital customer behavior. Customer expectations today will not wait for old contact center technology to get its act together. Speed is the new currency for business transformation - businesses need to understand, predict and respond to customer needs in less time than it takes for a spark to burnout. Avaya is the only company that can rapidly elevate the customer end game without the disruption typical of massive technical change.”  
The benefits of Avaya’s approach include:
  • Customer defined experiences for all channels and devices – traditional voice, web & mobile chat, social, email, WebRTC-enabled, one-click mobile video and calling from any device, guided co-browsing and advanced customer service applications that simply snap-in without massive technical support.
  • 360 degree customer context that makes it easy to map customer journeys across automated and assisted service channels.
  • Minimized effort on behalf of the customer or business to obtain or deliver optimal service by combining analytics and automation.  
  • The ability to easily design workflows to create smart customer journeys that easily tap into enterprise CRM systems and bring other data into a single business process.
  • Unparalleled flexibility and scale for today’s multi-modal environments that allow companies to easily adjust to changing demands.
  • Simplified transition to new technology and refocus on core business advancing projects by leveraging a more secure, hosted cloud based delivery.   
  •  Customer choice of deployment options, including public, private or hybrid cloud, premises-based and managed services to match business policies and objectives. 
Frontier Communications is going to see its contact center requirements double this year.  As a result, we needed a way to deliver an advanced contact center solution that could scale rapidly in a very short amount of time. The Avaya Pod Fx gave us all the advanced contact center features that we needed – IVR, workforce optimization, Avaya Breeze, in a scalable, full stack, turnkey solution that will reduce our costs over our previous appliance-based model and reduce internal IT effort and expense through integrated management and support.”
Kelly Morgan, SVP and GM, Frontier Secure and Contact Centers
“Achieving the new bar set by customers for context-rich customer experiences is a major component of corporate digital transformation.  It is no longer acceptable to offer customers limited self-service options and static websites that can’t easily escalate to real-time interaction with a contact center agent. Companies that have invested in updating their systems to support modern-day customer care requirements are already reaping the rewards.”
Sheila McGee-Smith, president and principal analyst, McGee-Smith Analytics
Additional Resources
About Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage.  The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit www.avaya.com.
Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology.  We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.
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[i] Gartner
[ii] Avaya-BT Autonomous Customer Research, 2015
[iii] Gartner 2015

Christina Knittel