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“Avaya revealed key trends in customer experience for 2018 that highlight the increasing importance of communications tools and technologies and their impact on digital transformation,” says Mark Fletcher, host of the [email protected] podcast on the AVAYA PODCAST NETWORK™. “According to a survey presented at the Experience Avaya Philippines event in Manila, messaging (71%) and chat applications (58%) were the preferred customer engagement channels for Filipino businesses to invest in over the next two years,” adds Fletcher. He quotes Ferdinand Macatangay, Country Manager, Philippines at Avaya, who said: “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.” Check out all the details of this exciting news by clicking play below.

[email protected] podcast: 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

The “study ‘Smart Working in Italy,’ drawn up by the Polytechnic of Milan (PoliMi),” that shows the beginning of a trend, continues to make headlines. Findings include, “47% of the sample chose only remote work for four days a month in 43% of cases, in 22% eight and 11% without time limits. Another 47% of respondents opted instead for remote work and the rethinking of work spaces, while the remaining 6% for just rethinking the spaces.” Massimo Palermo, Country Manager of Avaya, a member of the PoliMi SmartWorking Observatory has commented, “For those who have chosen smart working, the advantages are indisputable and highlights.” Insights include that “Big companies are not wasting time, therefore. But the same cannot be said of the SMEs and the Public Administration.”

E' sempre più smart working, ma non nella PA (It's always smarter working, but not in the PA)

Avanza anche in Italia, progressivamente, lo smart working, ovvero la possibilità di operare flessibilmente, slegati da un luogo fisico ma gestendo in piena autonomia il proprio tempo libero e professionale. Non un telelavoro, quindi, ma una nuova filosofia manageriale, che consiste nella libertà di svolgere il proprio compito decidendo il come e il dove, con una maggiore responsabilizzazione sui risultati. E piace sempre di più, ma non alla Pubblica Amministrazione, dove fa fatica a decollare.

“The 70-year old company continually seeks to improve its customer experience,” says Mark Fletcher, host of the [email protected] podcast on the AVAYA PODCAST NETWORK™. He is speaking of the announcement by Avaya that “that Florius, a division of ABN Amro, now enables customers to quickly complete all aspects of the mortgage process with new, expanded self- and assisted service capabilities provided through the company’s website.” Adds Fletcher, “Avaya and Dimension Data, an Avaya channel partner and system integrator, worked closely with Florius to create an outstanding, online, omnichannel customer experience that would set the company far ahead of the competition.” Seif Alhamrany, head of the Advisory Team at Florius is quoted: “We’ve been working with Avaya for a long time. A year ago we started the conversation with Dimension Data about developing a roadmap to enable us to work better with customers and do more with the brilliant Avaya platform we had.” Check out all the details of this exciting news by clicking play below.

[email protected] podcast: Florius Delivers an Outstanding, Online, Omnichannel Customer Experience with Help from Avaya and Dimension Data

Santa Clara, Calif. – 2018 – Avaya Holdings Corp. (AVYA) today announced that Florius, a division of ABN Amro, now enables customers to quickly complete all aspects of the mortgage process with new, expanded self- and assisted service capabilities

“Avaya hopes to use Internet-based rapid iteration to help large-scale enterprises quickly realize digital transformation and optimize business processes,” reads this article. In the post, Xiong Xiegang, chief technology officer of Avaya Greater China, explains the future call center: ‘With the access of artificial intelligence, big data, and cloud technologies, we are changing our traditional communication methods … People's inefficient communication, text, pictures, sound, computer speech recognition, image recognition, and natural language processing capabilities are gradually allowing the machine to begin to understand the user's emotions and language environment.” He adds, “The machine can rely on powerful computing power and data analysis capabilities. Rich interactive content in interactive scenarios.”

拨打客服电话,你永远不会知道和你说话的是机器人还是人 - 国内(Call the customer service phone, you never know what to talk to you is a robot or a person-domestic)

临近小假,知音会员冯小姐想要在手机APP上用自己的里程兑换机票,在操作中,她遇到了一个问题:原有APP上注册的姓名为汉语拼音,而现在要求必须以中文姓名预定国内机票。在无法自行修改的情况下,冯小姐打通了客服电话,按照客服的解释,冯小姐需要通过邮件提交身份信息以及会员卡号,而这类修改通常需要3个工作日。

Chen Wei, president of Avaya Greater China Region is quoted that “Today, AI and big data have become a pair of wings for companies to take off.” Wei addressed “the 3rd Aviation Customer Service Summit Forum jointly hosted by Xiamen Airlines Co., Ltd. and CCCS Customer Contact Center Standards Committee.” Wei continued “the subject of today's aviation industry and all businesses,” includes: “How to perceive customer intent, be more efficient, judge the temperature service customer?” In short, the question is, “How to tap the ‘data gold mine’ to achieve management strategy?” Wei’s comments also included that “Avaya integrates AI, big data, and contact center operations perfectly. It can ‘trigger’ intelligent interactive transactions through scene awareness; provide personalized services based on customer preferences; and ‘identify’ customer needs to achieve accurate recommendations.”

AI + 数据:换个角度看智能联络 - 国内 (AI + Data: Smart Contacts from Another Perspective)

4月19日,由厦门航空有限公司和CCCS客户联络中心标准委员会共同主办的第三届航空客户服务高峰论坛在厦门顺利召开。Avaya携合作伙伴Verint、深圳容大及长虹佳华共同参与了本届论坛,并与合作伙伴一起以《AI+数据:换个角度看智能联络》为主题进行了精彩的联合演讲。

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