17 Apr 2018

Philippine Businesses Focusing on Communications Tools and Technologies to Drive Digital Transformation: Avaya

  • Avaya showcases joint research with IDC at  Experience Avaya Philippines
  • Philippine  businesses planning to invest most in messaging, social media and chat channels in next two years  

Manila, Philippines – 2018 – Avaya Holdings Corp. (NYSE: AVYA), a leading global communications company, today revealed key trends in customer experience for 2018 that highlight the increasing importance of communications tools and technologies and their impact on digital transformation. With digital transformation now a priority for 60% of Filipino companies, organizations ranked communications tools that enhance customer-to-employee engagement as most important to their DX initiatives.  

According to a survey presented at the Experience Avaya Philippines event in Manila today, messaging (71%) and chat applications (58%) were the preferred customer engagement channels for Filipino businesses to invest in over the next two years. Emerging technologies such as artificial intelligence will play an increasingly significant role in customer experience, with bots and scripts being seen by Filipino companies as most important.

“Businesses in Philippines understand the importance of good customer experience, and the increasing role that communications solutions will play in delivering it. Digital transformation using advanced technologies is the future of customer experience and Avaya is leading this wave of change, leveraging new technologies such as artificial intelligence, blockchain and the Internet of Things to enhance business performance,” said Ferdinand Macatangay, Country Manager, Philippines at Avaya.

According to the joint IDC-Avaya Survey on Customer Experience, five key global trends were observed:

  • Significant improvement in enterprises’ capability to understand customers
  • Upsurge in the frequency of communication and interactions
  • Emergence of new channel types allowing businesses to serve a truly omni-channel customer
  • Integration of communication into more mission-critical business processes
  • Measurement of CX success through combination of customer satisfaction and variety of customer service KPIs

The findings of the survey were announced at the Experience Avaya Philippines event held in Manila today.

Added Macatangay: “These insights, especially the improvements on specific key business areas, highlight the importance of digital transformation. Experience Avaya Philippines is a platform for our customers, partners and us to discuss the challenges faced by enterprises and how these can be overcome using technology. We understand this and support our customers in their digital transformation journey, using our innovative communication solutions.”

Experience Avaya is an event focused on the future of communications experience and its impact on digital transformation. The Avaya-IDC Philippines Enterprise CX survey was carried out from February 26 to March 13 2018 among Philippines enterprises in the telco, financial services, banking, business process outsourcing, hospitality, government and manufacturing sectors.

About Avaya
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com

Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

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Source: Avaya Newsroom

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