User-Defined Engagement is in Avaya’s DNA

User-Defined Engagement is in Avaya’s DNA

User-defined engagement is our new mantra at Avaya. We dream it, innovate for it, develop it, live it. It is in our DNA. With more than 300,000 customers worldwide utilizing Avaya communications software, services and applications, we understand engagement better than most. We also know that in this new consumer-driven digital world, the customer should be the one to define their own digital experiences.

In this new Avaya video, I talk about what we mean by user-defined engagement and how we have transformed our portfolio to be able to innovate for today’s digital customer experience.

User-defined engagement is the new ideal for any software company to embrace. It’s about listening to the customer first, before we develop a solution. It’s a mind shift for any development organization, but an important shift to make. A one-size-fits-all approach with a few customizable pieces and parts is no longer acceptable. Customers are the users of the solution. They know better than anyone what problems the solution needs to solve.

At Avaya, we understand that “going digital” requires not only a commitment to user-defined engagement but also a commitment to an all-software development platform. Digital transformation requires us to continue to evolve and simplify our portfolio of solutions and services to prioritize the quality, speed, accuracy and security of every experience when engaging with or within an enterprise. We are seeing a melding of customer and team engagement solutions, which makes sense. After all, your employees might not all be your specific customers but they are someone’s customers. Likewise, many of your customers are likely someone else’s employees. Both groups expect to be able to use similar solutions that enable similar experiences with your enterprise.

With this commonality in mind, we are building all of our customer and team engagement solutions on the same platform, Avaya Breeze™. A middleware component, Breeze pulls together applications and acts as a developer platform for building new, turnkey applications. In fact, Breeze is our developer platform of choice inside Avaya. Everything we do for customer and team engagement applications and services is now based on Breeze, which brings me to the Avaya Oceana™ solution.

Finally, a true omnichannel customer experience solution for the digital age. Avaya Oceana is the only all-inclusive experience platform for today’s digital enterprise. Built with employees, agents, and customers in mind, Oceana represents the convergence of the contact center with the enterprise. With historical and real-time analytics, Oceana provides that full contextual experience across all channels, enabling the enterprise to be smarter, employees more productive, and customers simply happier.

Never before in the history of customer and team engagement has technology been so advanced, yet so simple to use. At Avaya, we like to say that we engineer out the complexity so the user experience is simple and intuitive. We are at a point when the enterprise and the contact center equally have the ability to exceed customer and employee expectations, while enabling new and innovative engagement opportunities for improved business outcomes. Oceana is the one solution that can make it all happen…easily.

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