Paul LangNovember 03, 2021

It’s almost time to Experience CCaaS and more at Avaya ENGAGE 2021 in Orlando

I’m writing this as I leave Customer Contact Week (CCW) in Music City USA (aka Nashville, TN).

This was my first live event since Avaya ENGAGE Phoenix 2020.

Phew, where does the time go!?

The Avaya theme for CCW was one of Total Experience, a combination of Customer Experience, Employee Experience, Multi Experience, and User Experience. A mathematician may express this as TX = CX+EX+UX+MX or maybe not!

At the core of our main stage panel and subsequent breakout session was research we commissioned across almost 500 countries worldwide

The key theme that came from our research was that if you want to be truly customer-centric, you need a cohesive customer experience (CX) strategy that gives employees the tools they need to wow every customer, on any device, at every step of their journey. In other words, you need to focus on total experience (TX), the interconnection of the customer, employee, user, and multi-experience.

In any contact center, large or small, the experience for customers and the employees that serve them needs to be great. They continue to be the frontline of where organizations ‘meet’ their customers, members, or constituents.

As Dawn, one of our breakout session participants said, Customers are like the Sun, and organizations that serve them are like the Earth and other planets that should revolve around them.

Let’s begin to prepare for Avaya ENGAGE and warm up in Sunny Orlando 12-15 December 2021 and kick start your CY22 initiatives with us

Some key recommendations for you to consider:

  • Highlight the ability for customers and partners to network with key Avaya personnel (Senior leadership, product managers, thought leaders) and their peers; learn from each other; make long-lasting relationships
  • Learn about Avaya’s key plans for FY22 as they relate to strategy and technology – use this information to grow their business next year
  • Attend main stage presentations to learn where our industry is heading
  • Enjoy extracurricular activities like the Avaya Customer Appreciation Experience,  hackathon, Partner Welcome and Toast, IAUG Closing Experience event, and more.
  • Sessions for everyone – UCaaS, CCaaS, CPaaS, composable solutions, customer experience, employee experience, CMO Experience Roundtable, and more; learn what it takes to drive your business forward
  • Visit the trade show floor to learn and see more Avaya cutting edge technology and Avaya’s vast ecosystem of partners

I very much look forward to meeting many of you at Engage this year.


It’s almost time to Experience CCaaS and more at Avaya ENGAGE 2021 in Orlando

Paul Lang

Paul leads Contact Center Marketing for Avaya. His career spans 25 years in the Contact Center market with leading roles in Product Marketing and Product Management. Paul focuses on the marketing of the full range of Avaya's Contact Center Portfolio to drive adoption with new and existing customers.

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