Avaya ENGAGE 2020: The Avaya CX Roadmap

Avaya Executive VP and Chief Product Officer Anthony Bartolo introduces our attention-getting portfolio of proven innovative and transformational contact center solutions.

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Great. Well, it's wonderful to be back. I don't know if you noticed the title of that song, that song's called Insomnia. I can't get no sleep. And that's what you get when you join Avaya within eight weeks and having to stand up on stage. Well, firstly, welcome to day two of engage.

My name's Anthony Bartolo. I'm the Chief Product Officer here at Avaya. I have the distinct privilege of managing our product portfolio, and in turn, our customer experiences. I trust that you've had the opportunity to take some time out at the, either the breakout sessions, or at the expo halls, to see products such as the Avaya Cloud office solution, our CCAD solutions.

And there are other delivery vehicles for innovation because that's exactly what they are, delivery vehicles for innovations. Now I've been reviewing, those of you who know me, know that I've been viewing Avaya from afar for a long time. For me, this is a bit of a return home.

And in that period of time, I've actually been acting more as a competitor in this particular space. And as a result, we've actually been trying to grab what Avaya has. And I think it's important to recognize and I wanted to share with you what I've seen when I've looked into the eyes of CEOs out there and customers around the world.

With, by the way, a set of reasonable tools at my disposal, and understand what the courting process looks like. The courting process, as a competitor, looks a little something like the following. We painted a beautiful scene. It was analogous, or went something like this.


It's a scene where the sky is the limit. You get to do what you want to do, when you want to do it, and experience that freedom. It's awesome, right? I mean, these are some of the things that we all want to do. We all want to experience that freedom.

We all aspire to do this. But let's hang on a minute. The average person doesn't. And I know for a fact that the average IT professional doesn't either, and we all want to be this guy. I mean, if it's really so great, why don't we just go out and simply do it?

We're in awe of people who can do these things. So why not me, and maybe why not you? Are we just simply afraid of heights? I've got a sneaking suspicion that it's a little bit more than that. And I'll show you one of the reasons, in my case, at least.

It's because you've gotta stick the landing.
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>> It's the consequences, it's not as simple as putting on a set of skis and a helmet. That's the real reality check. This is the outcome most people look to avoid, and I would suspect that most people in this room look to avoid.

Every time I look at these, so I sort of scream a little ouch. But the reality is nobody was permanently hurt in any of these activities. I cannot guarantee the same for their careers though.
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>> This is what it's like for today's CEO. The decision in making any high tech deployment is like performance ski jumping.

Where you're actually paid to stick the landing. We're in the industry of making our customers available to their partners, their vendors, and their customers. It's all about being business critical. And in many cases it's an extension of their brand. So the stakes could not be higher. Every professional organization leverages someone highly experienced to guide them through their journey.

It's certainly not like getting a soy milk latte and 500 agents from a pink track outside.
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>> No professional does this alone. This is exactly when you need that experienced hand, who's done it before, not the local barista.
>> Someone who's maybe done it in excess of 5 million times over in the case of contact center, and maybe has done it in an excess of 100 million time in the case of UCC or collaboration.

As a competitor, this is seen as a huge in-store base, a target. But for the, in the mind of a CEO, when you truly look in the whites of their eyes, this is actually seen as a huge base of experience. That experience sits here in this room. And let's understand why, the reality is that the CEO doesn't own all of the decisions.

Particularly as they move up the scale and size of these enterprises, whether it's the decisions lies within their partners within the business, or their constituents, or whether it's the many points of compromise that actually have to happen along the way, as a result. These points of compromise prevent a flesh cut to an end state.

We all wanna flesh cut to an end state. These points of compromise whether they're working with the business owner and mapping the use cases to a cloud. Whether it's discovering that in reality, only 20% of the issue really lies within the IT department's control. The other 80% resides within the processes that are entwined in the business owners organizations, which is not even an IT, not even within ITs control at all.

Or maybe the surrounding infrastructure simply isn't currently conducive to a move to a pure cloud. You need somebody who understands the complexity, and the reality of the journey. That's why any high performance team works with a seasoned expert. You don't want a medical student performing your heart surgery, you don't want the average student teaching your gifted child to do an instrument, to learn a new instrument, and nor do you want the average local hack, who can just swing a hammer, do your dream renovation.

The point is, we make these personal decisions all the time. It's no different to a CEO. And this is what makes Avaya and our trusted partner ecosystem that sit and reside in this room and beyond this room different, and that makes it special. And that is a formidable force.

These stats are real. Avaya's products have proven to be resilient, and scalable, and they've stood the test of time. As we stand here today, 90% of the Fortune 100 run their businesses on Avaya, with 3.9 million cloud contracted seats. Supported by some 3,600 patents and applications worldwide. The facts are simply daunting and they're enviable to many outside this room.

I feel that this is our space, we understand it, we know it well and we know where our customers want to go. Simply said, we will be shaking the tree in this space and we won’t be shaken out of it easily. We've consistently spent in excess of $225 million of R&D annually, that's delivering strong results for our stakeholders.

But most importantly, it's not driven by market capitalization or market sentiment. It makes no difference to our level of investment. It's driven purely and simply by the many customer journeys either organically or through the many partnerships, and many of those whom sit here in the room. And that's the reason why in the last 12 months alone we've collected some 6,000 new wins and in excess of 500 brand new logos, in the last 12 months alone.

So as you've just heard, there's a lot of innovation that's unleashed within our customers. And in the partners, as many of you can attest to. A lot of that is helping fortify Avaya as the partner of choice, particularly in the contact center space. That innovation is enabled by our ecosystem that leverages several delivery vehicles.

Some of which you've probably seen at the breakouts or at the expo hall. But I think it's important to recap them. The first thing, workspaces, a highly extensible agent experience for the contact center. It modularly exposes innovations developed by our customers or technology partners, like Salesforce or CRM or Egame for knowledge management.

It takes artificial intelligence and takes it mainstream, either integrating organically or with partners such as Google for agent assists and sentiment analysis. Nuance for biometrics and natural language recognition, or Affinity with advanced agent behavioral matching and pairing. And we announced today that we have expanded our partnership with Affinity with the introduction of Avaya AI routing with Affinity Arrow to bring the power of AI to any size of business.

So Avaya keeps setting the bar again and again. If you go back in time from the call center to the contact center. To now multi experiences with AI, really setting the stage for the contact center. The second delivery vehicle is spaces. It's a collaborative user experience that is enhanced with AI for transcription, translation, virtual assistant, and object detection.

Next, there's the One Cloud offering, which effectively lets you roll your own. Finally, on devices. Devices are effectively an innovation platform in their own right that can integrate technology such as Alexa for business, which by the way, is on beta here at the show and I encourage you to go and take a look at that or sign up for that at the expo floor.

Our customers also develop apps that can simply snap in to devices such as our advantage device. Particularly in the hospitality, we've seen that in the hospitality space, as well as the healthcare space. Our roadmap continues to facilitate innovation at the edge. Looking through 2020, this is what excites me the most.

And this is what brings me to Avaya. We will be focused on mapping key customer journeys that take the customers from a current state environment to an in-state of their choosing at their pace, all with an experienced partner by their side. This is an ongoing activity that you're going to hear more about during the course of the year.

And this roadmap will allow for customization of any journey. Whether the desired in-state is the cloud, be it public or private, whether it's a hybrid state or any other state. These journeys will take into consideration the many compromises and integrations with their existing processes, capabilities, and most importantly, outcomes.

Because that's what we're about in this room, outcomes. I'm really excited about this. And I suspect it'll inspire a significant portion of our base. At the end of the day, how can someone guide you in the right direction if they don't understand your journey intimately. Because we all know in this room, how intertwined this stuff really is.

Take out one small piece in the wrong order and you can erode the confidence of an IT team's ability to execute, or sometimes even far worst. We are the coach of your Olympic skating. We will be by your side, ensuring that you stand at top of the podium as versus that career bruising interruption.

When things are done right, it propels an organization's agility, it's innovation, and it's reputation. It can simply be magic. And speaking of sheer magic, I stand between you and another who's known for his partnership on the basketball court. His assist are legendary. 10,141 to be exact. In 2020, we look forward to putting assists on the board in your game.

And I thank you very much for your patronage, and also look forward to helping map your journey with either yourself or your customers. Now I'd like to welcome Frank Ciccone back. And thank you very much for making me feel so welcome. [APPLAUSE]