Avaya TV

Customer Engagement in the Digital Age Video

In this video, watch as Joe Burton, EVP and CCO of Plantronics, and Laurent Philonenko, SVP of Corporate Strategy & Development and CTO at Avaya, discuss the importance of customer engagement in the digital age. Avaya and Plantronics partnership gave the San Jose Earthquakes the ability to engage with their customers on a personal level.

 


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>> [MUSIC]

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The customer actually decides where they wanna engage, how they wanna engage, where the community is. And it really forces a company to become digital, to engage those customers correctly on their terms, and I really think there's a lot of things we're doing together to make that very possible.

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>> When we specified what we needed to do and how to do it with the San Jose Ospry's was, we want to reach out to people, or we want people to reach in both from the mobiles endpoint, from the Web. And all that has to be from a phone, and all that has to be really very simple, very consistent, very seamless, and that is really what we did here.

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>> And being able to make that simply work together in a really seamless way between our companies, I think really gives the Earthquakes the ability to, not just talk to their fans and customers, but engage them at that very personal level that people want now.
>> And we announce this all the time that digital means that it's how you compete, it's not just your sides.

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And we are seeing incredibly sophisticated companies which are actually not that big.
>> And, we are seeing also large companies obviously being very as well.
>> Avaya just knows an incredible amount about the analytics of the call, the interaction between the agent and the customer regardless of the channel.

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And as Plantronics, we're able to really bring some of the instrumentation and analytics on the people involved. And I really think when we put that together, what we can help a company like the Earthquakes or others understand about the interaction, understand and personalize, really is unbeatable.
>> Now an example of what we need to gather is use the sensors in your headsets to drive our video communications, for example.

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You walk into the room with your headset and the conversation moves from your cellphone to the big screen automatically because in the background because know that you're in the room. We know that you are in video and we just move the scene based on the presence of your headset.

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That is really a phenomenal thing.
>> It also gives us the ability to bring that incredible level of customization you're talking about to accompany the size of the earthquakes, small, large, it doesn't matter, it was just unthinkable in the past. And I really think the Cloud helps that occur in a very substantial way.

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>> And with that Cloud you have, not only, the old infrastructure which is managed very simply and very cost efficiently, but you also have all the application capabilities.
>> I'm actually very excited that customers are in control. Customers are driving the way they want to interact and it's up to us and our customers to react to the consumer.

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It's incredibly exciting.
>> And that is really how we look at the world now. It's not just about one mono channel device interaction, it's much more than that. [SOUND]

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