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GITEX GLOBAL – Dubai, United Arab Emirates – October 16, 2023 – Avaya, a global leader in customer experience solutions, today demonstrated its vision for a future of customer and employee experiences powered by generative AI.
Shown at GITEX Global in Dubai, Avaya’s ‘Generative CX’ concept highlights how artificial intelligence can sit at the core of customer experience transformation, touching everything from agent experience to customer satisfaction to operations.
Integrating generative AI capabilities into the Avaya Experience Platform™, this demonstration shows the art of the possible in helping CX leaders to implement workflows and glean precise, actionable insights with the stroke of a keyboard.
“Our customers are looking to bring AI, on a large scale, into their contact centers, and in a way that brings AI to the core of their CX transformation. Up until now, AI in the contact center has typically been at the front-end, usually answering routine questions from customers in the form of intelligent virtual assistants. Today, we’re demonstrating how AI can also be extended right to the heart of the contact center, creating workflows, reports and helping agents better serve their customers,” said Nidal Abou-Ltaif, Senior Vice President – Global Head of Sales, Avaya, and President, Avaya International.
According to a recent Insight report, two-thirds of executives plan to use generative AI to enhance customer service in the next three years. Avaya’s Generative CX concept provides a vision of how this can be achieved. Taking GITEX Global visitors through three use cases, it demonstrates the ability for CX leaders to simply type in the workflows – such as helping a customer receive the appropriate service from IT support – they want to create, with the solution instantly returning complete customer journey maps that can be rolled out to Avaya Experience Platform.
Another use case illustrates how contact center managers can gain access to specific, actionable insights simply by typing natural language requests in to the solution interface. And a final use case shows demonstrates how generative AI can be used to provide general recommendations on contact center improvements, based on Avaya Experience Platform analytics.
At GITEX Global 2023, Avaya is showcasing how organizations – both public and private – can empower their teams with advanced AI tools to better serve customers, as well as empower customers to create their own preferred journeys across multiple touchpoints. The solutions, demonstrated through real-world scenarios, will also reveal how existing investments can be expanded with new capabilities to deliver an even better experience.
Avaya’s presence at GITEX Global comes in partnership with Alcatel-Lucent Enterprise, Imperium Software Technologies, and Sestek.
Visit Avaya at its stand in Zabeel Hall, at Dubai World Trade Centre between October 16 and 20, 2023.
Alex Alias and Julianne Embry
Avaya PR corpcommsteam@avaya.com
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
Certain statements discussed in this release as well as in other reports, materials and oral statements that the Company releases from time to time to the public constitute “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995 (the “PSLRA”). Generally, words such as “anticipate,” “estimate,” “expect,” “could,” “intend,” “believe,” “plan,” “target,” “forecast” and similar expressions or the negative thereof are intended to identify forward-looking statements. Such forward-looking statements reflect management’s current expectations, strategic objectives, business prospects, anticipated economic performance and financial condition and other similar matters. Forward-looking statements are inherently uncertain and subject to a variety of assumptions, risks and uncertainties that could cause actual results to differ materially from those anticipated or expected by the management of the Company. Such factors include, but are not limited to: the Company’s ability to maintain relationships with suppliers, customers, employees and other third parties and regulatory authorities; market opportunities may not develop for the Company’s solutions and services in ways that the Company anticipates and the Company may not succeed in developing new innovative solutions and services to keep pace with rapidly changing technology, evolving industry standards and customer preferences; the impact and timing of any cost-savings measures and related local law requirements in various jurisdictions; the effectiveness of the Company’s internal control over financial reporting and disclosure controls and procedures, and the potential for additional material weaknesses in the Company’s internal controls over financial reporting or other potential weaknesses of which the Company is not currently aware or which have not been detected; and the impact of litigation and regulatory proceedings. These statements are not guarantees of future performance and actual events or results may differ significantly from these statements. Actual events or results are subject to significant known and unknown risks, uncertainties and other factors, many of which are beyond the Company’s control. It should be understood that it is not possible to predict or identify all such factors. Given these risks, investors and analysts should not place undue reliance on forward-looking statements. Forward-looking statements speak only as of the date of the document in which they are made. The Company disclaims any obligation or undertaking to provide any updates or revisions to any forward-looking statement as a result of new information, future events or otherwise, except as required by law. These statements constitute the Company’s cautionary statements under the PSLRA.