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Avaya: Where transforming an enterprise starts with transforming business communications

Avaya: Where transforming an enterprise starts with transforming business communications

15 Aug 14:00 by Lucy Cinder

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Creating superior customer experiences with artificial intelligence and machine learning, Avaya is ready for the digital age of communications.

With audio conferencing, web conferencing, video conferencing, instant messaging, and more entering the fray, there are now many ways for businesses to communicate.

Needing to simplify this proliferation of new technologies, enterprises of all sizes are now turning their attention to new, innovative approaches like unified communication.

By allowing employees to send messages through one medium and receive the same communication on another medium, this integrated way of communicating aims to improve employee efficiency, effectiveness, workforce mobility, customer service and, ultimately, competitiveness.

Carving its path as a global leader in digital communications services, Avaya is all too aware of how technology can transform both communication and the customer experience alike.

With a far-reaching offering, the company strives to break down the barriers between disparate systems and seamlessly connect business stakeholders and customers.

Avaya’s product portfolio can be divided into three core areas – unified communications, cloud solutions, and customer experience and contact centers – and it’s clear they’ve been a hit, with Avaya solutions being used by 95% of all Fortune 500 companies.

Jean Turgeon, Vice President and Chief Technologist, says that the firm’s cutting-edge digital platform as well as its ability to integrate new technologies is helping it streak ahead of its competitors.  

“We deliver an automated digital framework, which I describe as a puzzle with different pieces inclusive of an innovative communications platform,” explains Turgeon. “So, we have to take different technology innovations and we bring them all together to be able to transform and deliver a digital experience.

“We have a delivered an open architecture bringing together unified communication portfolio, a contact center portfolio, automated workflow capabilities with a high degree of sophistication, and we’ve demonstrated our ability to take other technologies, such as CRM from Salesforce, AI with Afiniti and more, tightly integrated within our ecosystem.”

Taking its cutting-edge portfolio further, Turgeon says that Avaya’s ability to integrate new technologies gives it a unique competitive edge as customers can use the portfolio but still keep up-to-date with the latest industry trends.

Source: supplychaindigital