Sydney, Australia – February 13, 2018 – Avaya, a leading global business communications company, is set to demonstrate at Contact Centre Week 2018 how its innovations in artificial intelligence (AI), blockchain and other key trends are shaping customer experience (CX) in the world of connected devices, and creating new opportunities for organisations.
“The evolution of customer experience, and subsequently the contact centre, is being driven by the need for contextually-relevant insights to optimise interactions, self-service, digital identity and fraud protection,” said Peter Chidiac, Managing Director Australia and New Zealand, Avaya. “Organisations of all types and sizes are therefore investing in digital technologies to help them align to the expectations of their digital consumers whose experiences are powered by connected devices.”
Through a plenary session and demonstrations using its Breeze, Equinox and Oceana platforms, Chidiac will address the shift from the Internet of Things (IoT) to the Internet of Actions (IoA), while exploring the need to transform AI into Assistive Intelligence.
According to analyst firm Gartner, 2017 saw the number of connected ‘things’ reach 8.4 billion, with this figure to inflate to 20.4 billion by 2020. While connected things are already delivering benefits across smart cities, smart houses, smart banks and more, it is the convergence of all connected devices – the IoA – which will open the opportunity for a new level of experiences for consumers.
For example, should a car accident occur in a smart city, not only will the vehicle itself alert emergency services – as is possible today – but nearby technologies such as street cameras may immediately relay footage to emergency services, allowing a faster response time. Meanwhile, Assistive Intelligence-based analytics can inform paramedics of the potential scale of injuries so that treatment can be administered upon arrival by reducing the time needed for manual assessment.
In Australia and abroad, Avaya is working with banks, government departments, hospitals and retailers, among others, on projects such as these, leveraging its capabilities in conversational AI, passive voice biometrics and analysis, and blockchain to help those organisations capitalise on significant business opportunities resulting from these advancements.
Contact Centre Week 2018 will take place on the Gold Coast from February 14 to 16.
Avaya Holdings Corp (NYSE: AVYA) enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya provides a complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or as a hybrid solution. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
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