The Ultimate Ad-Vantage of a Customizable Desk Phone

We live in a world today where people can interact with alternate realities, engage with intelligent bots, and deploy one of billions of connected devices. So, tell us…why is something as simple as communication still such a challenge? In pursuit of innovative new technologies, it feels like we have skipped this fundamental necessity for improving team collaboration, customer experience, business efficiency and costs. Communication is communication, right? Not with a customizable desk phone that offers embedded communications functions.

Consider a few industries where communication challenges persist. A 2017 study published in the Journal of General Internal Medicine found that communication gaps between doctors and home-based healthcare providers jeopardize elderly patient care. Participants cited concerns like lack of access to patient records, incomplete or inaccurate medication lists, and not being kept up to date on individual patient statuses. 

Improved communications leads to improved productivity, engagement and returns (a recent study found that companies considered “highly effective communicators” had 47% higher total returns to shareholders compared to laggards). A customizable desk phone is arguably the easiest and most efficient way to make these improvements. 

Communication, Your Way

What we mean here is an innovative, dedicated desk phone that allows users to engage in voice, video and chat through simple, one-touch connections. A solution that minimizes unnatural breaks or pauses that disrupt efficiency, while eliminating the need to use multiple devices to engage. But this is only the tip of the iceberg. Let’s take a closer look at exactly what a customizable desk phone can do:

  • Mesh custom experiences into workflows and business processes: A powerful, customizable device provides the tried-and-true features of a traditional desk phone—making/receiving calls with enterprise quality audio, call hold, transfer, redial, voicemail access—and the flexibility of an application platform.
  • Deliver a rich and vibrant user experience: A suite of rich features and applications allow users to effortlessly keep pace with customer and industry needs. Consider Avaya’s customizable desktop device, Vantage: using Avaya Equinox (our mobile-first UC client built for anytime, anywhere, any-device collaboration), companies can embed communications directly into the applications, browsers and devices employees use every day to create a single, powerful gateway for calling, messaging, conferencing and collaboration.
  • Support third-party solutions: A customizable desk phone seamlessly integrates with existing solutions to optimize resources and drive better business outcomes. For example, Vantage offers support for third-party hosted call control platforms like Broadsoft BroadWorks® and ZangTM Office via the Vantage Open client.
  • Achieve complete business application integration: A customizable desk phone is best to use wherever you need to run your applications. It’s as simple as that. For example, Vantage is built on Avaya Breeze Client SDK (which lets you quickly and easily embed real-time communications into social, mobile, video and cloud) to create custom client applications. In this way, the device allows businesses to hone in on the specific needs of their industry (i.e. healthcare, hospitality, government, retail, entertainment).
  • Skip pre-set communications solutions: With a customizable desk phone, you’ll never have to creatively force fit standardized solutions into your technology environment. Built on an open AndroidTM architecture platform, the device seamlessly fits into the big picture of your unique IT ecosystem.

Don’t just improve communications—own it. A customizable desk phone empowers users with communications that fit exact business and industry needs. In today’s world of unfathomable tech advancement, a desk phone built for multimedia collaboration, seamless application integration and communication-enabled workflows shouldn’t be considered a luxury, but the norm.

Don’t believe us, to see how one of South America’s largest networking companies uses Vantage to streamline communications, deliver a more consistent user experience, and save costs. 

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Digital Transformation in Government Means All-New Communications

When it comes to digital transformation in government, companies are missing the mark. Nearly 80% of global leaders within the government organizations believe digital is disrupting the industry, yet only 41% are satisfied with their organization’s progress. For entities entrusted to protect and serve the public, this struggle to evolve threatens more than just competitiveness and revenue.

So, how can governments step up and get to where they need to be? This is a loaded question, but we do know one thing for sure: communications need to improve—now.

Enhanced Communications: Long Overdue

There are endless ways to improve communications within the government today. For example, touchpoints like voice, video and chat can be integrated across online platforms and citizen portals. Or, transactional processes can shift to self-service to save time and effort. These objectives and more can be easily achieved with open workflow development and custom communications using integrated solutions. Here are three examples:

  1. Proactive Notifications
    Workflows can be configured to send customers automatic messages about practically anything: a reminder for when taxes are due, a confirmation of a tour booking, real-time subway schedule updates. To improve service and streamline processes, the U.K. recently rolled out such a platform called UK Notify.

     

    These notifications can enhance team engagement and productivity. By streamlining reminders into daily workflows, employees can act faster and more intelligently with the information they need, how and when they need it.

  2. Embedded Communications
    Imagine facilitating real-time, 24×7 communications in New York City, home to 8.5 million people and over 60 million tourists each year. That’s the goal for NYC311, which works to make NYC government services widely accessible through dynamic communications.

     

    Communication enablement can help handle this load. By embedding custom communication capabilities like voice, video and chat directly into client-facing applications, businesses can support instant and natural engagement for any volume of users. Citizens can still get the information they need, but with the added ability to initiate and/or escalate to live sessions with just a touch

  3. Advanced Data Sharing
    Government IT managers should be focusing on several data-driven initiatives to support the ultimate customer journey. For example, they need to create visual workflows that provide a 360-degree view of customer context. Open workflow development lets governments do just this, turning data into insights that can be easily shared organization-wide. This eliminates the need for customers to repeat information or be transferred across agents. Meanwhile, employees no longer have to hop in and out of applications to track and gather data.

Rewriting the Rules of Communications

Digital transformation in government is steeped in communications. Now that organizations know what to improve, the question becomes how. At Avaya, we deliver the answer with our new open, customizable desktop device, Avaya Vantage™.

Vantage boasts out-of-box support for the Avaya Equinox® Experience, our mobile-first UC client built for anytime, anywhere, any-device collaboration. Vantage also supports the Avaya Breeze Client SDK, which lets you quickly and easily create or embed real-time communications into social, mobile, video, and cloud applications. This set up lets users rapidly develop unique, customer-specific communications applications across the entire enterprise. Businesses can use ready-made applications from Avaya, install existing apps from the Google Play Store, or embed custom communication features directly into workflows to meet exact user and vertical needs.

Over one-quarter of the world’s governments are still early digital adopters, and over 80% admit they lack confidence in their ability to respond to key trends. Leaders must not only improve communications, but identify new ways to break barriers and reimagine CX possibilities. To learn more about communications for digitally transforming government, click here. Meanwhile, you can explore Vantage further with this white paper. If you would like additional information on this device, you can also reach out to the product team via Vantage Sales.

Open Communications with Built-in Security: Have Your Cake and Eat it, Too

We live in a world filled with seemingly limitless possibilities. One in which expectations are changing and open communications capabilities are being built. One in which a single vendor can no longer meet ever-growing customer, user and vertical needs.

Enterprises seem to know this good and well. In fact, the average organization’s network is now accessed by as many as 89 different vendors and partners each week. Only 29% of IT execs would delay investing in a new technology until their preferred vendor released its own version. All in all, 15% prioritize vendor continuity over investing in leading solutions.

The vendor paradigm is clearly changing as organizations do what is necessary to transform experiences and reimagine outcomes. Just as customers demand choice and flexibility, so too do organizations when it comes to the vendors they entrust to sustain them. Executives want possibilities. More importantly, they want to be empowered to decide which serve them best depending on their organizational needs.

This is especially true when it comes to enterprise communications: over half of IT execs believe that relying on best-of-breed communication and collaboration tools is more important than adopting tools from the same vendor. This growing belief has helped shape an open communications environment in which various platforms, apps and capabilities work together across a broad range of devices to achieve shared goals (consider that one-third of employees now use three or more devices to communicate).

Third-Party Security: The Elephant in the Room

Organizations are using third-party solutions to streamline communications, but are they securing this unique ecosystem? Let’s look at the research:

It’s easy to see why this is a problem when 90% of companies say their top priority when working with a third-party vendor is to protect themselves from risk and damage. Though, to be fair, 81% admit that high-profile breaches like those experienced by Target, Sony, and Home Depot have increased their awareness of the need for better third-party management.

The bottom line is this: enterprises want and deserve choice, but not at the cost of compromised security. They need an open communications platform that allows for third-party innovation while near-guaranteeing end-to-end security—and that means partnering with the right provider. This is exactly why we’re so excited about our all-new Open SIP phone portfolio.

A New Perspective on an Old Problem

To drive desired outcomes and deliver true value, enterprises must ensure their communications are open, integrated and secure. Our open SIP portfolio—including the B179 Open SIP Conference Phone, J129 Open SIP Deskphone, and Avaya Vantage device—is purposefully designed for affordability, high functionality, and security.

Both the J129 and B179 devices can seamlessly integrate with a range of third-party hosted call control platforms including Broadsoft Broadworks R21SP1 and Zang Office R1.0. The former is ideal for location-based or walk-up use cases (think lobbies, lunch rooms, hallways and cubicles), while the latter is perfect for medium and large conference room support. Both devices offer essential phone functions needed to drive business, with the bonus of extended third-party call control support.

Meanwhile, Avaya Vantage is an open, fully customizable desktop device that offers flexible app integration and seamless yet secure multimedia collaboration. Out-of-box support for the Avaya Equinox™ Experience and the Avaya Breeze™ Client SDK allows organizations to use ready-made apps from Avaya, install existing apps from the Google Play Store, or embed custom communication features into workflows to meet exact customer and vertical needs. This eliminates pauses in workflows, as well as the need for employees to use multiple devices to work and engage.

As with all Avaya phones, the devices in our open SIP portfolio boast advanced security for handling mission critical business—but now, with support for a vast range of third-party call control environments.

As the world transitions to a more open business ecosystem, the right communication platforms have become critical for success. Chances are you’re going to consider technology from multiple different vendors to create the open communications environment of your dreams. Only you can decide which suit you best. However, before you do, make sure you know exactly what you’re getting from them.

The Big List of Guest Experiences Possible with an Innovative Phone

To competitively differentiate, hotels must reimagine their guest experiences. And our innovative phone (really, it’s so much more than a phone) the Avaya Vantage™ Device—opens the door to limitless possibilities for creating fresh, techy applications that guests will love.

Most guests today want tech-driven experiences, yet unanimously agree that personal service trumps digital advances. An innovative phone combines the best of both worlds, enabling brands to strike the perfect balance between high-tech and high-touch. So, how exactly does an innovative phone transform the guest experience? We can think of a few ways…

Mobile booking: Specifically, with a live agent. Nearly 90% of guests believe that mobile booking with live travel service professionals will be more important five years from now. Imagine guests being able to initiate or escalate to chat, video, or voice with just the touch of a button, right from their mobile device, during the booking process.

Automatic notifications: Research shows that most guests prefer updates via automatic notifications. For example, 88% would like notifications of issues or changes to bookings, while 84% want updates on room readiness. Imagine front desk workers having a holistic view of every checked-in guest, and being able to send automatic notifications based on reminders and messages that are integrated into their daily workflows.

Integrated mobile app experience: 40% of guests already have a hotel mobile app, with 30% inclined to soon download one. As such, 81% of hotels are planning to create high-functioning mobile apps within the next five years. An innovative phone allows hotels to offer a contextual mobile app experience in which omnichannel service is seamlessly integrated, along with intelligent resource matching that ensures guests are always put in touch with the right subject matter expert, regardless of where they reside within the organization.

In-room help/recommendations: This could be a list of nearby activities with directions. It may be an online property map that allows guests to easily navigate the grounds. Perhaps it’s a real-time view of table availability at a guest’s favorite on-site restaurant. An innovative phone lets hotels offer advanced in-room help and recommendations, with the option to initiate and/or escalate to chat, video and voice as needed.

In-room control: Over 70% of guests say they’d like to use a smartphone or tablet to control their in-room needs (i.e., lighting, curtains, alarm clock, room service). Our innovative phone, for example, effortlessly supports these advanced AI initiatives with flexible application integration, supported by Android Marshmallow OS.

Preference-based service: Nearly 90% of guests want hotels to select their room based on personal preferences (i.e., window location, bed arrangement). Meanwhile, 73% would like their thermostat automatically adjusted based on preference. An innovative phone can be used to track the services and facilities guests use to identify key patterns and preferences.

Data-driven details: 75% of guests are willing to share personal information to enhance their experience. However, 80% want to control how that data is used. An innovative phone enables hotels to hone in on how and when guests want their data applied. For example, a guest may be fine with a hotel holding their room after noticing their delayed flight status. They may not, however, approve of a hotel emailing them coupons based on transactional data.

In Hospitality, It’s Time for New Guest Experiences

Perhaps no other industry has as much potential for transformation as hospitality—nor as much on the line if CX improvements aren’t made. Consider that nearly 70% of travelers today see “little to no noticeable difference” between hotel chains. This is a stark difference compared to other travel sectors like airlines, where 57% recognize significant brand differences.

To get ahead, industry leaders are turning to digital technology to enrich the guest experience. They’re contextualizing communications, personalizing messaging and using data to enhance the end-to-end brand journey. What many don’t know, however, is that they can capitalize on these CX opportunities using a tool that has been largely overlooked in the industry: the phone.

The Phone: One of the Greatest Missed Opportunities in Hospitality

One-third of hospitality leaders perceive the in-room phone as “virtually irrelevant” and haven’t upgraded their phone system in over five years. Because of this, only half of hotels today can communicate outside of phone and email (only 11% via video). All the while, research continually shows that the quality of the guest experience would be significantly improved by enhanced in-room and on-property services.

Technology has evolved to the point where a phone no longer operates as a static solution. But, an innovative phone like the Avaya Vantage device creates opportunities for communications as a contextual part of application workflows. It supports simple, instant and natural engagement for unparalleled guest experiences.