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South Africa enterprises adopting digital channels to enhance customer experience, according to Avaya-sponsored research
South Africa, Johannesburg, 2016 – The adoption of Enterprise mobility (EM) and cloud services by businesses in South Africa is helping to drive digital transformation initiatives in the country, according to a report from International Data Corporation (IDC), sponsored by Avaya. Cloud services in particular are helping to provide the scale and cost advantages that allow DX to take place “smoothly and efficiently,” IDC said in its white paper, ‘The Path to Digital Transformation in EMEA and APAC.’
According to the IDC CIO Summit Survey for 2016, 27% of enterprises in South Africa have already implemented EM solutions, with another 35% planning to do so this year. Banking and insurance companies, and the major telecom operators, are among the leaders in DX efforts, according to the IDC white paper, with some banks having already announced plans to reduce physical branches and focus more heavily on digital channels. All major telecom operators have also made their digital channels key aspects of the customer engagement and sales activities, IDC said, highlighting a “discernable shift” to digital channels across South Africa.
Enterprises in South Africa still need to master and leverage DX for competitive advantage, according to the white paper, with 30% of businesses still not having any immediate plans for DX in place. However, with some companies announcing innovative offerings, such as the planned launch of a digital-channel only retail bank, IDC anticipates “significant” disruption to existing business models. Increased adoption of emerging technologies – such as greater use of the Internet of Things – will also drive organizations’ digital agendas, IDC said.
“In today’s fast-paced world, the only constant is change. To remain relevant, enterprises must move at customer-speed, embrace the opportunities created by digital disruption and seize the first mover’s advantage in their respective domains. Organisations that stay ahead of the digital transformation curve will accelerate growth and increase stakeholder value. Avaya is changing the way that companies deliver multi-touch experiences to customers, with solutions that help businesses thrive in this new digital world,” says Danny Drew, Managing Director, Avaya South Africa.
Avaya is working with private and public-sector organizations in South Africa to help them achieve their digital transformation objectives, with solutions and services customized for its local customers. Avaya’s client-tailored and outcomes-focused digital and smart services elevate businesses of every scale and accelerate growth through their digital journeys, helping to transform established organizations, and to drive entrepreneurial ventures. The company specializes in open, mobile and fit-for-purpose software and services for team and customer communication, underpinned by a rock-solid network portfolio; which augments every source of competitive advantage for all businesses.
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. Avaya Breeze enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, visit www.avaya.com
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe 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 our control. These and other important factors may cause our 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 list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping the future of customer experiences, with innovation and partnerships that deliver game-changing business benefits. Our communications solutions power immersive, personalized, and memorable customer experiences to help organizations achieve their strategic ambitions and desired outcomes. Together, we are committed to helping grow your business by delivering Experiences That Matter. Learn more at http://www.avaya.com/en/