Brochure - Avaya

Making every interaction count WITH DIGITAL INGENUITY

Where transforming an enterprise starts with transforming business communications Creating superior customer experiences with artificial intelligence and machine learning, Avaya is ready for the digital age of communications

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ith 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, 04

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.

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Extraordinary customer engagement powered by AI. Nuance combines the best of automated and human-assisted customer service powered by AI to help companies provide meaningful interactions that maintain context as customers move between devices and channels – from IVR to SMS, virtual assistant to live chat – while informing agents about previous engagements.

- Conversational IVR that can understand callers and respond intelligently - Biometrics security and fraud prevention to authenticate users - Virtual assistants for guidance on digital channels - Proactive outreach to notify or remind - Live chat/live agent support when a human touch is needed When customer service is done right – the benefits are loud and clear. You get reduced costs, increased revenue, exceptional customer satisfaction and unwavering brand loyalty.

Learn more.

Or contact us – cxexperts@nuance.com.

Nuance and the Nuance logo are registered trademarks or trademarks of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners. July 2018/3575

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

‘ Avaya can respond to events detected

by IoT technology and notify the right people in real-time” — Jean Turgeon, Vice President and Chief Technologist

platform,” explains Turgeon. “So, we have to take different technology

still keep up-to-date with the latest

innovations and we bring them all

industry trends.

together to be able to transform and deliver a digital experience.

“We have a delivered an open

“It doesn’t make a whole lot of sense for customers to build a next-generation digitally enabled platform that

architecture bringing together unified

doesn’t unify communication technolo-

communication portfolio, a contact

gies and have the ability to integrate

center portfolio, automated workflow

new technologies such as the internet

capabilities with a high degree of

of things (IoT), AI, analytics and/or

sophistication, and we’ve demonstrat-

taking advantage of blockchain

ed our ability to take other technolo-

technology,” he says.

gies, such as CRM from Salesforce,

With research showing that the next

AI with Afiniti and more, tightly

decade will be marked by record IoT

integrated within our ecosystem.”

growth (some firms predict revenue

Taking its cutting-edge portfolio

will break into the trillions), Avaya is

further, Turgeon says that Avaya’s

leveraging this innovation through its

ability to integrate new technologies

work in workflow automation.

gives it a unique competitive edge as customers can use the portfolio but

For instance, by integrating with IoT technologies, Turgeon believes the w w w. a v a y a . c o m . e n

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system could successfully alert authorities to the breakout of a fire.

“We can connect our portfolio very easily to IoT platforms, so that when IoT platforms trigger events that we can automate workflow to notify the right people in real time.

This creates a huge level of differentiation; by having this automated digital platform and the flexibility to integrate various technology altogether, it puts Avaya in a very good position from a competitive point of view.”

Using its communication services, Avaya can respond to events detected by IoT technology and notify the right people in 08

real-time. This means that, with its API integration, Avaya can make IoT data actionable, and holistically solve business problems for customers.

“ Anything other than real-time or near realtime communication is just not good enough anymore” — Jean Turgeon, Vice President and Chief Technologist

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With virtual reality, chatbots and

time contextual information to let you

augmented reality becoming the norm,

know that it’s not a good idea to

artificial intelligence (AI) and machine

establish a video call with me.

learning have also become a common expectation for customers.

Turgeon says that AI will soon play

“Today we leave it up to the caller to make the decisions about how they should contact you. Artificial intelli-

an integral role in communication

gence is going to become a key

services today.

component in communication

“You and I are communicating at

technologies, allowing systems to

this moment,” he tells me. “But if I

automatically determine what is the

was in my car, driving 70 miles per

best modality of communication at

hour on a highway, the system

a particular point in time.

wouldn’t able to retrieve any real-

“You no longer leave it to the caller. w w w. a v a y a . c o m . e n

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“We deliver an automated digital framework, which I describe as a puzzle with different pieces inclusive of an innovative communications platform” — Jean Turgeon, Vice President and Chief Technologist

Now systems can blend that intelligence with machine learning capabilities, consuming all of this data and contextual information, and makes sense of that in real time.”

Artificial intelligence could also help contact centers use real-time coaching capabilities, whereby a skilled and experienced employee’s historical data can be used to give immediate feedback to another worker.

“If a customer is on a call and is unsatisfied we’re able to provide assistance to a contact center agent in real time based on our sophisticated speech analytics platform,” describes Turgeon. “This allows the ‘machine’ or a supervisor if escalated to be able to both give information to the agent, suggest other ideas on how to handle the situation, or even trigger an event to a supervisor to come and assist you.”

By combining its communication services with APIs, the opportunities for Avaya are

FACT

For the 2017 fiscal year, Avaya reported revenue of $3.272bn

endless. This is not only beneficial for the company’s bottom line but it could also help transform people’s lives.

Fraudulent calls and scams are a dark cloud for many customers and businesses alike but Turgeon believes Avaya is pushing the envelope with its latest innovations.

As part of the Avaya Mobile Experience, the company is working on Identity-as-a-Service (IDaaS) which will reduce the risk of

Click to watch: ‘Accelerate the speed of your business communications with Avaya Equinox’ 11 identity fraud by using contact centers

other incidents – time is critical. There-

to verify the customer’s validity through

fore, the real-time nature of Avaya’s

the use of biometrics.

portfolio is one of its fundamental traits.

“I can eliminate the three to five

“If you’re unhappy with your service

security questions that someone may

at a hotel, for example, and you tweet

ask to determine your identity if the

about it it’s better if the business is able

confidence factor is high,” Turgeon

to react immediately,” notes Turgeon.

explains. “That’s time wasted by the

“Anything other than real-time or near

agent. We’re hearing from various

real-time communication is just not

industries that they’re spending around

good enough anymore.

40 to 75 seconds on average just trying

“So, we have to start leveraging much

to identify the caller. This really helps to

more sophisticated capabilities to be

improve the customer experience.”

able to transform the experience right

In many of the real-life cases Turgeon

now. You don’t want to lose a customer

discusses – resolving customer com-

who could contact a different organiza-

plaints or alerting people to fires and

tion to do business with. I have to react w w w. a v a y a . c o m . e n

“ It’s about connecting the world in real time, with the right data” — Jean Turgeon Vice President and Chief Technologist

to any issues immediately in real time.

“By the same token, if someone is having

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that is most likely to help them.”

In the digital era, every

a heart attack or there’s an incident such as

interaction, whether direct or

a fire or a gas leak, time is of the essence. The

indirect, represents an oppor-

real-time aspect of a next-generation digital

tunity to deepen customer

platform that integrates real-time contextual

relationships. By diving into

information is extremely important, regard-

ground-breaking innovations

less of which use cases you look at.”

and offering seamless commu-

Building on its current platforms and

nication experiences, it seems

exploring recent improvements in AI and

Avaya is making sure that every

machine learning, Avaya is working to

opportunity counts.

bolster the AI ecosystem with its new initiative, A.I Connect.

Bringing technology vendors and strategic

“From my viewpoint, some of the use cases of our technologies are helping businesses be

partners together, the forum aims to speed

more attractive and profitable,

up the development and application of AI

whilst others are tied to trans-

technologies in contact centers and unified

forming cities, communities, and

communications for Avaya customers.

the type of services that they

“Through A.I Connect we have collaborated with companies such as Salesforce, who is a global leader in CRM, as well as other

can offer to their community,” notes Turgeon.

“It’s about connecting the

companies like Afiniti,” adds Turgeon. “Afiniti

world in real time, with the right

offers AI assisted pairing between the

data, and I think this is the tech-

customer and the agent to make sure that

nology that we will continue to

the customer is redirected to the person

invest in.”

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4655 Great America Parkway, Santa Clara, California, 95054 USA T 1 (866) GO-AVAYA www.avaya.com/en