Bernard GutnickMay 29, 2018

Don’t Gamble with CX Strategy—See Avaya at Customer Contact Week 2018

Customer Contact Week 2018 takes place in Las Vegas June 18-22. A trip to Vegas could include betting at the roulette wheel or splitting aces at the blackjack table, but contact center pros at this year’s event know the one thing you don’t want to gamble with is your customer experience strategy. Leveraging Avaya expertise in your contact center is one of the safest bets you can make. It’s not a fluke that Avaya was just named a Leader by Gartner in the 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide—and that we’ve earned that rating 17 times.

We’re pleased to be a top sponsor at the Customer Center Week 2018 conference. They draw senior customer experience and contact center professionals from the most successful services-oriented businesses around the world—companies like Disney, AARP, Volkswagen, UPS, Intuit, and many more. It’s a great opportunity for you to learn the latest best practices and how to formulate effective customer experience and communications strategies.

Avaya has put together a terrific forum on the latest innovations, including live solution demonstrations in our booth, and educational presentations in our theater—all presented by Avaya executives, partners, and customers. There are opportunities to meet our executive team, product managers, and application solution partners like IBM Watson. Check out the lineup of presentations in our theater at the Avaya Pavilion:

  • Don’t Get Lost in the Clouds—A Common Sense Approach to Success with CCaaS
    How are some of the largest and most recognizable contact center businesses leveraging Avaya Cloud? Join us to get practical, real-world examples from companies that base their success on agent efficiency and delivering superior customer experiences.
  • Beat the System with Best Practices in Customer Journey Mapping
    Customers don’t want contact center agents to ask questions they should already know from previous transactions over all channels. See how Avaya’s unique customer journey software empowers agents to have a 360-degree view resulting in super customer experiences. Also, how do GDPR and MiFID II regulations impact best practices for use and retention of customer data?
  • Accelerate the Speed of Your Digital Transformation for Increased Mobility
    Digital transformation is changing customer expectations for obtaining service via smartphones. Learn how Avaya is changing the game with unique personalized services that leverage the power of mobile devices.
  • The Future Is Now: AI in the Contact Center
    AI is all the rage, but how can you use it to improve customer satisfaction, agent efficiency and call resolution? Learn how Avaya’s unique technologies and integrations can empower you to measurably impact your contact center.
  • Disruptive Technologies That Will Re-define the Contact Center
    The contact center is no longer about taking calls and emails. Learn how new technologies, such as IoT and Blockchain, are leveraged to obtain a competitive advantage with the delivery of unique services for your customers.
  • Understanding Your Customers—Even the Customer You Don’t Know
    How can you deliver personalized service to prospective customers you do not know? Learn how Avaya’s unique analytics capabilities provide greater insight on customer expectations resulting in higher satisfaction scores that go straight to the bottom line.

The Avaya booth features some of the coolest live demonstrations we’ve ever done with both on-premises and Avaya Cloud solutions for all audiences involved in the customer experience strategy. We’re focused on technology evaluators, line of business professionals, and senior executives working on business strategy, customer satisfaction and retention, and revenue generation. Here’s what’s happening in the Avaya booth:

  • Customer Journey / Omnichannel Avaya Oceana and Workforce Optimization
    Providing insights and tools to create exceptional, personalized experiences for your customers, featuring Avaya Oceana.
  • Contact Center in the Cloud
    Delivering amazing contact center experiences in the cloud through CCaaS, and connecting, communicating, and collaborating without boundaries.
  • Mobile Experience
    Leveraging APEX and IDaaS on your journey to the Cloud.
  • AI in the Contact Center
    Transforming the way humans interact by applying AI to discover, predict, and affect patterns, featuring Afiniti and IBM Watson™ integration with Oceana.
  • Disruptive Technologies and the Contact Center
    Bringing forward the futures of tomorrow—featuring IoT scenarios for the contact center using an innovative environment created from LEGO® pieces.
  • Analytics
    Understanding business rules to dynamically affect routing and handling of a call.

If you’d like to schedule a demonstration or arrange a meeting with Karen Hardy, Avaya Vice President of Marketing and Solutions, or other members of the Avaya executive team, please message us at


Bernard Gutnick

Bernard Gutnick is the Senior Director of the Engagement Evangelist organization at Avaya. His team's charter is to drive adoption of the company's suite of engagement solutions. Prior to joining Avaya, Bernard held senior leadership positions at ShoreTel, TerreStar Networks, Sylantro Systems and Covad Communications.

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