Avaya Customer Engagement Cloud will be showcased at Call Center Week 2017; accelerates realization of digital transformation through rapid implementation of effective customer journeys and experiences
Santa Clara, Calif. – June 20, 2017 – Avaya announced today that Gary E. Barnett, SVP and GM for Engagement Solutions, will deliver a keynote at Call Center Week 2017, a major industry conference focused on the techniques and technologies that drive superior customer experiences. Avaya will also host a special, invitation-only Innovation Lounge, where the company will demonstrate its latest technologies and solutions, offer on-site strategic consulting, and hold a number of interactive learning sessions in its theater.
Call Center Week will be held on June 26-30 at The Mirage in Las Vegas, NV.
Barnett will deliver a keynote and moderate a panel session on Wednesday starting at 11 am PT. His remarks will focus on the “State of the Industry: Transformation Required,” and the high customer experience value that companies can begin to realize by accessing the newer technologies and functionality that become available with transformation. The panel session will include several Chief Customer Officers, who will discuss what it takes to build a customer-centric organization. The panelists are Darren Toohey, Head of Global Sales – GPS, for Carson Wagonlit Travel; Gail L. Smith, Chief Customer Officer, MetroPlus Health Plan; and Jon Robertson, Chief Customer Officer, Desk Yogi.
As a leading provider of communications solutions that enable companies to drive digital transformation and accelerate their businesses, Avaya understands that the quality of the customer experience is pivotal to a company’s success. Effective customer journeys deliver experiences that engage customers and boost revenue and profit. Call Center Week helps companies learn what it takes to create an engaged customer through differentiated service.
Off the exhibit floor in Antigua Ballrooms A&B, the Avaya Innovation Lounge will be open on Wednesday from noon-7 pm PT and on Thursday from 9 am-4 pm PT. Access to the Lounge is by invitation to select Call Center Week attendees and Avaya customers and partners. The high-tech themed space will feature a combination of Avaya innovation – including Avaya Engagement Cloud with Avaya Oceana and Avaya Breeze, a ‘Genius Bar’ staffed by Avaya Experts and Art Schoeller, vice president and principal analyst at Forrester, and high-end hospitality. The Lounge theater will hold nearly a dozen learning sessions covering topics affecting today’s customer experience, ranging from the Internet of Things, customer journey mapping, business intelligence and much more.
Morag Lucey, CMO, Avaya, said:
“Avaya understands that with the ultra-engaged world we live in today, companies are under tremendous pressure to deliver faster, smarter, more intuitive customer and employee communications and engagement experiences. Digitally transforming the contact center provides opportunities to access newer technologies such as automation, artificial intelligence and pervasive analytics to deliver the modern experiences customers and employees expect, as well as enabling and accelerating desired business outcomes. The contact center is no longer a separate, siloed business function, but rather must permeate an organization. At Call Center Week 2017, we aim to help attendees understand that this is achievable – not as some far-off distant future – but as evolution of their business that’s close at hand.”
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking— offered on premises, in the cloud, or a hybrid. Today’s digital world requires some form of 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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