David ChavezFebruary 25, 2019

Mobility and Identity as a Service Can Transform Customer Experience

As a recent Avaya blog highlighted, research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. That’s why this week’s Mobile World Congress event in Barcelona promises to be one of the most attended ever. Avaya will be there to discuss our groundbreaking Mobility strategy, so please come see us at Meeting Room 2K6Ex, Hall 2.

And did you know that in the U.S., close to 70% of people who call into a contact center’s toll-free number –to solve a problem, make a purchase or voice a concern –are using a mobile device? Businesses need to equip their contact centers with the ability to deliver tailored services that tap the features and functionality of mobile devices and the networks serving them.

Avaya IX Mobility is our patented, consumption-based cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact center and enables selected calls to be deflected to the mobile web for a mobile application or mobile browser digital customer service experience. It also expands the range of customers’ digital interactions while conquering geo-location issues.

This in itself is disruptive, but Avaya is focusing a significant portion of its investment in innovation on Mobility, and we continue to enrich our portfolio with further innovation in this area. One of these key innovations is Identity as a Service (IDaaS), which authenticates devices and users in the mobile network itself, with groundbreaking security and seamless user experience. IDaaS stores biometric information like face or voice recognition once, binds the profile to a smart phone, and then uses this identity to authenticate the caller and generate a confidence score that is presented to the contact center agent. This saves time, reduces fraud, and enhances context for managing the customer journey. This has high potential for customer productivity and savings, and reducing fraud. Contact center fraud itself cost businesses $20B per year, and we are committed to find new ways to solve it.

And in a retail environment, by creating a private and secure authentication system, combined with a robust identity solution like facial recognition via a mobile device, we can reduce the potential for problems and provide a better, frictionless experience for customers. For example, a customer could buy products at point-of-sale directly from a mobile app, or using mobile pay to complete a transaction, leveraging secure IDaaS. No need to use your credit card and its associated risk, instead keep things fast and secure. And skip the lines while you’re at it.

Ultimately, systems such as these help everyone involved, from the customer to the business. You build an up-to-date digital profile for each customer, which they can leverage to pay for goods or receive promotions, and more.

With Avaya’s unique Identity-as-a-Service (IDaaS) technology, customer experiences are secured in a highly controlled environment. Our mobile-first IDaaS solution incorporates industry-leading biometrics to authenticate customer profiles, secure sensitive data, and authenticate the customer’s identity and data with robust security. The cloud-based solution provides a frictionless in-venue experience that extends beyond the customer, it impacts the whole ecosystem.

As Avaya continues to drive innovation that provides Experiences that Matter for your customers, Mobility is, and will continue to be, at the forefront.  Mobile World Congress 2019 promises to be an exciting step in this journey – and we hope to see you there.


David Chavez

David Chavez is a Vice President in the Office of the CTO, responsible for Architecture and Consulting. Having 25 years of experience and holding 76 US patents, David is responsible for Avaya's award-winning and market-leading IP communications architecture and the creator of the Avaya Aura(R) architecture. He has a B.S. in Computer Science and Mathematics from New Mexico State University and an M.S. in Mathematics from Colorado State University, with some executive education from Stanford Graduate School of Business.

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