- Egypt launch of Avaya’s latest CX and Workforce Engagement technologies comes amid strong demand among Egypt residents for more personalized experiences – both with the brands they interact with and the companies they work for.
- 87% of Egyptian consumers want more tailored information from their banking providers, while 83% say that proactive notifications about their finances would be either ‘amazing’ or ‘good’.
- 93% of Egyptian employees say they would be more productive if they were provided with AI technology that helps them manage work based on what is most important.
Cairo ICT – Cairo, Egypt – December 1, 2019 – Avaya Holdings Corp. (NYSE: AVYA) will demonstrate the power of hyper-personalized experiences at Cairo ICT, where the company is showcasing the latest innovations in customer and employee experience technologies.
With solutions that make full use of the latest artificial intelligence (AI) trends, the technologies on display at Avaya’s stand enable companies to make customer interactions far more contextualized by interpreting customers’ speech, sentiment and intent. The tools being demonstrated also provide employees with access to all the communications and collaboration tools needed for a single workspace. Indeed, with an embedded personal chatbot for every digital worker, these tools enable new levels of productivity for employees.
The launch of these solutions in Egypt comes amid strong demand among Egypt residents for more personalized experiences – both with the brands they interact with and the companies they work for. According to the Global Happiness Index, the latest research commissioned by Avaya and conducted by Davies Hickman Partners, 87% of Egyptian consumers want more tailored information from their banking providers, while 83% say that proactive notifications about their finances would be either “amazing” or “good”.
In the hospitality sector, according to the report, 85% of Egyptian consumers want their hotels to deliver more personalized experiences based on their guest profile. And in retail, 86% say that the ability to manage returns, exchanges or refunds through their smartphones would be “amazing” or “good”.
Egyptian workers are just as, if not more, demanding of innovation and personalization as they strive to provide better experiences for the customers they serve. According to the research, 93% of Egyptian employees say they would be more productive if they were provided with AI technology that helps them manage work based on what is most important, can predict the next best action, and initiate workflows automatically. And 94% say the same thing about collaboration technology that’s personalized to their preferences, job functions and availability.
“As a customer-centric company to its core, Avaya’s latest innovations plan to help address these customer and employee demands for greater levels of personalization through the intelligent deployment of AI across key business functions. From solutions that provide step-by-step instructions for agents looking to provide the best contact center experience, to tools that provide new levels of business performance insight through advanced analytics, we’re at Cairo ICT to show the power of hyper-personalized experiences and the impact that delivering them has on business success,” said Ahmed Fayed, Country Manager – Egypt & Libya, Avaya.
At Cairo ICT, Avaya will demonstrate solutions such as:
Avaya IXTM Onespace
An industry-first solution in unified communications and collaboration that expands the capabilities of the Avaya IX Workplace portfolio. This new, all-in-one, highly customizable, intelligent workspace integrates multiple communication channels and applications into a single view with a personalized interface. Now available for initial customers to implement and evaluate, the new intelligent workspace solution enables enterprises to leverage an open and extensible framework to seamlessly bring together data from across the entire enterprise, enabling organizations to help drive improved efficiency and enhance the employee experience.
Avaya IXTM Dashboard
An open, modular, extensible dashboard that delivers an up-to-the-second snapshot of the performance of the entire contact center, enriched with easily accessible analytics. The solution is designed for middle and senior CX managers, giving them the real-time analytics and the insight they need to drive better, faster decision making and experiences across the enterprise.
Avaya IXTM Agent Scripting
A flexible, browser-based call flow scripting platform that provides the ability to define in- and out-bound call flows. Through integration with CRM and other back-end systems, the capability can also make invaluable customer data instantly available to agents.
An end-to-end retail solution that reduces the number of devices required in any retail outlet by a ratio of three to one and addresses consumer demands. The solution enhances the point-of-sale experience with voice, pop-up, order tracking and order dispatch capabilities, and provides the ability to communicate with customers over WhatsApp. Retailers using the solution will also benefit from an ability to identify caller, location and preference information before customer calls are answered, as well as the tools required to maintain high-quality customer records.
Avaya is exhibiting at Cairo ICT 2019 in partnership with its sole sponsor, Intraconsult Telecom. Intraconsult Telecom is dedicated in providing global telecommunication solutions for companies of all sizes throughout Egypt, and has a proven track record in the country for delivering experience-enhancing technologies across both public and private sectors.
About the Avaya Global Happiness Index
The Avaya Global Happiness Index, commissed by Avaya and conducted by Davies Hickman Partners, polled 16,200 consumers across seven verticals in 16 countries – including Egypt – to understand how happy global consumers are with the customer experience they receive today. Combining complex mathematical skills and industry knowledge to reveal meaningful results, the Avaya Global Happiness Index can be used as a measure of the ‘gap’ between the ideal customer experience and actual performance, and a benchmark for measuring changing customer happiness trends over a certain period. It can also be used as a way of comparing how organisations are delivering customer happiness across different countries, verticals and ages.
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.