Oliver BengtssonAugust 30, 2017

Our Future-Proofing UX May Make Your Next Deskphone Upgrade Your Last

It’s unbelievable to think how much the user experience (UX) has changed in recent years. An ever-widening scope of mobile, social and digital capabilities makes it so that users can do practically anything, anytime to achieve any desired outcomes. Customers expect personalized experiences that meet their exact needs at exact moments. Employees expect dynamic, communication-enabled processes that streamline operations. IT is expected to enable custom communication and collaboration capabilities on demand. So, today’s UX looks nothing like it used to, and it will only continue to evolve alongside technology. Digital giants like Apple and Amazon prove that traditional models can and must transform to meet rapidly changing user needs. That brings us to a very important question: how are companies innovating for a deskphone upgrade?

Transforming the Traditional Deskphone

Chances are your employees are among those that continue to use deskphones more than any other type of telephony device or service. Research shows that even millennials rank the deskphone as one of their top communication technologies. So, why is the deskphone so often neglected? Consider industries like hospitality, where one-third of executives say they haven’t updated their phone system in over five years.

The deskphone remains a critical communication tool, yet it hasn’t been fully brought into today’s smart, digital world to deliver custom user experiences. So, what’s the answer? An open, customizable desktop device; one that reflects the technology users have come to know and love, built to support their ever-changing needs and expectations.

Consider Avaya’s next-generation deskphone, the Avaya Vantage™ Device. The device is supported by Google’s Android OS and three core pillars:

  • A simple yet sleek appearance
  • Seamless yet secure multimedia collaboration
  • Flexible application integration, which enables users to create custom, outcome-driven experiences

Out-of-box support for Avaya Equinox, Avaya Vantage Basic and the Avaya Breeze Client SDK means organizations can leverage ready-made applications from Avaya, install existing apps from the Google Play Store, or embed custom communication features into workflows to meet exact user and vertical needs. Users can enjoy the features and benefits they know and love, accessible on a dedicated device optimized for their specific work environments.

Real-World Applications

So, how can Avaya Vantage be leveraged in a real-world environment? Imagine an insurance provider enabling video chat sessions with customers anytime, anywhere, via any device. Drivers would be able to document and share vehicle damage in real-time with a claims adjuster, or a homeowner could share real-time video of her flooded basement from the staircase. With this use of video, insurance providers could work to settle claims as soon as days after an incident.

Consider also the benefits within hospitality. Hotels could integrate an in room app that lets guests control everything from the curtains to the thermostat using Avaya Vantage as their in-room phone (currently, over 70% of guests desire this capability). Or, guests could use the device to initiate chat, video and voice interactions for such things as ordering room service, scheduling housekeeping or making spa reservations.

There’s also ample opportunity in healthcare, where 83% of organizations currently use cloud-based apps. Consider, for example, how an application can be integrated with a hospital’s database to show a real-time view of patient and doctor schedule information. Or, how doctors can escalate interactions to video as needed to assess the recovery of at-home patients.

The UX is Always Changing

Consider the very-first iPhone: it’s hard to imagine that this device didn’t have basic user features like video recording and GPS, let alone FaceTime, TouchID or Siri. Ten years ago, Facebook had just been made publicly available to users over the age of 13. Today, the platform can be used to submit payments, stream live video, and even build interactive chatbots. Twenty years ago, Amazon still touted itself as “Earth’s biggest bookstore.” Today, the company is revolutionizing everything from the way we buy groceries to the way our packages are delivered via drones.

The bottom line: businesses must meet the next-gen user needs of today and in the future, whatever they may be. An open communications platform built on open app integration—a transformational deskphone upgrade—enables organizations to flexibly grow alongside user expectations, demands, and industry standards.

Learn more: Frost & Sullivan’s white paper “Expect More from Your UC Solution” explains more about how Avaya Vantage supports personalized, vertical-specific user experiences.

Oliver Bengtsson

Oliver Bengtsson is Senior Product Manager of IP Endpoints at Avaya, leading new device innovation. Oliver is responsible for the introduction and go-to-market initiatives of exciting new solutions such as Avaya Vantage.

Read Articles by Oliver Bengtsson


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