At GITEX, Avaya Holding Corp. is demonstrating integration of AI-Enhanced technologies, including biometrics and real-time sentiment analysis to its communication platforms, enabling organizations to elevate voice as a key user interface for richer, more seamless, secure customer and employee experiences.
Driven by the growing consumer demand for more intuitive experiences and positive outcomes, businesses are being pressured to reimagine their approach to customer and employee engagement. “Voice remains the cornerstone of customer service, and there is a clear opportunity for its extended application to enrich customer journeys,” said Chris McGugan, Avaya senior vice president of Solutions and Technology. “Through our position as the leading provider of enterprise communications solutions, and our customer-centric approach to innovation, we have been embracing new and exciting technologies that enable us to effectively address these changing customer preferences and deliver voice as a more powerful user interface, for both customers and employees.”
For businesses to stay relevant, it is essential they invest in technologies that enable them to serve customers how, when, and where these customers chose to engage with the organization. Looking to inspire GITEX visitors with ideas that lead to seamless, intuitive and intelligent engagement across digital and human touch points, Avaya’s Oceana use cases, demonstrated at the company’s GITEX stand, include conversational IVR for biometrics integration, sentiment-based routing of calls—allowing customers to make inquiries and receive an immediate considered response either on personalized digital channels from the most capable service agent or back office expert via a context rich personalized experience.