“The solution illustrates how organizations can extend their contact centers into the metaverse, leveraging advanced innovations without impacting their existing contact center investment,” Nidal Abou-Ltaif, President, Avaya International said.
It demonstrates a use case for opening a business in the UAE within the metaverse and receiving seamless customer support from a contact center agent at every step of the journey. This kind of innovation without disruption will help businesses, he said.The solution will be taken to the Indian market as well, depending on the customer’s demand, he said.
The solution is developed by Avaya’s Dubai-based team in collaboration with Avanza. The ‘Metaverse Experience’ solution will support Dubai's ambition to be one of the top 10 global cities for the metaverse economy. The Metaverse Experience solution was demonstrated at GITEX Global in Dubai.
COMPANY NEWS: American multinational technology company Avaya and Alcatel-Lucent Enterprise announced at Gitex Global last week the next phase of their partnership that will enable enterprises to innovate easier without the need for disruptive technology replacement initiatives.
The existing partnership sees Alcatel-Lucent Enterprise Alcatel-Lucent Enterprise (ALE) offer Avaya OneCloud CCaaS to its customers and Avaya offer ALE Digital Age Networking solution to its clients. According to Avaya, the integration key for both the companies’ customers to innovate using an expanding, rich, and complementary set of capabilities from either—and painlessly roll them out.
“Our common objective is to support our customers in their digital transformation, providing all capabilities needed to make everything connect. Looking to the future, we are collaborating to deliver new value and services to our respective customers thanks to the tailored vertical solutions we are building together,” said Alcatel-Lucent Enterprise executive vice president global sales, services, and marketing Rukmini Glanard.
“Our customers want innovation, but they want that innovation to come over the top of their IT infrastructures – typically over the cloud. They don’t want any costly or time-consuming disruption underneath. Through the integration of our technology with ALE’s, and through the strength of our collective global customer base, we’re in a unique position to provide that innovation without disruption,” added Avaya president Nidal Abou-Ltaif.
Avaya’s presence at Gitex Global comes in partnership with Alcatel-Lucent Enterprise, Uniphore, Verint Systems, GS Lab, Imperium, Konnect Insights, LumenVox, Nectar, Sestek and Topaz Visit Avaya at its stand in Zabeel Hall, at Dubai World Trade Centre until 14 October 2022.
This first appeared in the subscription newsletter CommsWire on 10 October 2022.
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Partnership to provide unparalleled, frictionless customer experience to MEA customers
DUBAI, United Arab Emirates, October 11, 2022--(BUSINESS WIRE)--GITEX Global--Uniphore, the leader in Conversational AI and Automation, today at GITEX Global 2022, announced a strategic partnership with Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, to bring its integrated Conversational AI and communications platform to customers across the Middle East and African (MEA) region.
Uniphore’s Conversational AI and Automation products will add deep functionality to the Avaya OneCloud™ CCaaS platform. Avaya OneCloud CCaaS makes it easy to connect chat, video, voice, and messaging to deliver enhanced experiences for customers and employees at every touchpoint.
With Uniphore, Avaya OneCloud CCaaS users will be able to track, measure, and Boost their contact center journey with increased self-serve capabilities, frictionless agent experience, and needle-moving insights. Avaya’s customers will have access to Uniphore’s conversational AI and automation solutions and will be well-placed to digitally onboard customers, including from social media platforms driven by AI-powered solutions.
Uniphore's comprehensive X platform is an integrated conversational AI and automation platform that combines natural language processing (NLP), robotic process automation (RPA), automatic speech recognition (ASR), including the Arabic language, emotion AI, and knowledge AI that enterprises need in today’s tech-savvy consumer era. These technology components translate into specific customer offerings in chatbots, voice bots, conversational analytics for quality automation, real-time customer analysis, and agent guidance.
"In today’s uncertain world, consumers want brands to address their needs quickly and efficiently; this makes the customer experience more important than ever," said Kennedy Pereira, VP, CCaaS Ecosystem, Global Alliances and Partnerships at Uniphore. "We are excited to partner with Avaya to enhance CX, better understand customer insights to achieve superior business outcomes, Boost employee performances, and lower customer costs."
The integrated platform will also enhance employee productivity and efficiency by guiding agents in real-time with in-call alerts, next best action and reduce their after-call work by automating call summarization. This allows agents more time to focus on creating emotional connections with customers, delivering exceptional CX, and reducing operating costs by improving time to resolution and first call resolutions (FCR).
"With Avaya OneCloud CCaaS, we make it easy to connect customers, agents and back-office staff with the insights they need to deliver great experiences. And by adding the power of Uniphore’s AI and automation tools to the platform, we’re able to magnify the effects of these capabilities. We’re excited about the solutions that our joint customers will be able to create with our technologies," said Ahmad Dorra, Customer Experience Solutions Sales Leader – Middle East, Africa & Turkey, Avaya.
Visit the Avaya stand at GITEX Global at booth Z3-B35 and booth Z1-C10, Zabeel Hall, Dubai World Trade Centre between October 12 and 14, 2022 to learn how Avaya and Uniphore work together to create seamless CX. Uniphore will have its conversational AI and automation platform woven into the Avaya demonstrations on display, showcasing solutions that unlock the value of every conversation.
Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do, and the new currency of the enterprise.
At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful conversational automation platform that combines conversational AI, workflow automation and RPA (Robotic Process Automation) with a business user friendly UX in a single integrated platform to transform and democratize customer experiences across industries.
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Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com
View source version on businesswire.com: https://www.businesswire.com/news/home/20221010005684/en/
Florius, a leading, Netherlands-based mortgage lender, has used Avaya technology to significantly enhance the customer experience while simultaneously enabling its contact centre agents to adapt to a hybrid work environment.
The Automated Quality Management capabilities of Avaya OneCloud, integrated with Florius business applications, has empowered remote employees with digital tools to raise the quality of all customer interactions through advanced, real-time speech analytics, said a statement.
“The customer journey is very important to us,” said Seif Alhamrany, head of the Advisory Team at Florius. “We are committed to a fast turnaround for mortgage applications, so we need to put the customer in the center, have fast access to as much information as possible, and automate processes as much as possible.”
Changed workloads during the pandemic forced Florius to quickly adapt to a hybrid work scenario. By the same token, direct insight into the changed contact behaviour of customers became essential during this time of uncertainty. “We need to adapt very fast to provide our customers with the best service and also to provide our employees with the best solutions” said Deliane Schimmel, Managing Director, Advisory & Service, Florius.
Using Avaya solution, Florius was able to remotely introduce AI-powerd speech analytics and quality management tools, which monitored 100% of customer calls and then provided guidance on the next best answer. This gave agents direct insight into syllabus that would usually require training, while also enabling them to work according to more flexible schedules from home.
“A good example of this came when there was amended legislation concerning delayed mortgage payments. Employees did not have to be trained on this first, because they were provided with the correct knowledge in real-time - during conversations where payment and COVID were discussed. As a result, the agent was able to supply the right answer quickly, because they immediately had the right information and could share it with the customer,” explained Alhamrany.
Avaya and NTT, the Avaya partner that integrated the solution, worked closely with Florius to integrate the Avaya solutions with the company’s CRM system, a step that broadened the view of the customer journey and provided new insights for agents.
“Florius has always built its reputation on the experiences it provides to its customers, and this use of advanced technologies to draw intelligence from voice conversations is just the latest in a long line of innovations. We’re proud to be supporting Florius as it continues to push the boundaries of great customer experience,” said Nidal Abou-Ltaif, President, Avaya International. -TradeArabia News Service
During GITEX Global this week, Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has signed a memorandum of understanding (MOU) with Startek (NYSE: SRT), a global customer experience (CX) solutions provider, that will see the two companies partner to make it easier for global businesses to meet the ever-evolving needs of their customers.
As part of the MOU, Startek will explore hosting a range of Avaya OneCloud portfolio solutions with the intent of making them available to businesses in a compelling package that includes contact centre agents and institutional expertise in customer experience. This one-stop solution will be made available through a subscription-based pricing model, enabling organisations to purchase the capacity, services and people they require, as and when needed, without large upfront costs.
The agreement will aim to create a packaged solution of both technology and services that can be extended to Startek customers globally, with the technology built on the Avaya OneCloud experience platform.
“Startek enables brands across the globe to build long-term customer relationships through the delivery of human-centric experiences,” said Abhinandan Jain, Chief Digital Officer, Startek. “In today’s economic climate, small and medium-sized businesses want to avoid large upfront costs and make the best use of their internal resources by outsourcing non-core activities. By partnering with Avaya, we create the opportunity for emerging enterprises to benefit from market-leading CX delivered through a bundled data, people and technology solution – all at a fixed monthly cost.”
“We’re coming together to address a market need – namely, to make it easy for businesses to consume a technology platform, along with market-leading people and processes. Working together, we’re able to extend the benefits of the reliability and expertise that industry leaders such as Avaya and Startek bring to the market,” said Nidal Abou-Ltaif, President, Avaya International.
This collaboration will enable businesses to deliver better experiences to their customers through an all-inclusive, easy-to-manage subscription-based service. This will help them roll-out new services faster and significantly reduce the total cost of ownership to deliver a better return on investments.
Cloud communications firm Avaya has announced a new strategic partnership with Wavenet, a UK-based cloud telecoms and technology provider, to deliver its unified communications as a service (UCaaS) offering to the UK channel.
The collaboration combines UCaaS and contact centre as a service (CCaaS) with its own bundled calls and minutes to help businesses deliver enhanced experiences for customers. Wavenet will act as a wholesale service provider and tier 1 value-added reseller (VAR) across the UK.
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Partners will be able to benefit from a self-service managed platform that allows customisation, customer control, as well as the ability to bill customers directly.
Announcing the move at the GITEX Global conference, the pair said the collaboration will enable UK-based organisations to deliver “effortless, best-in-class experiences” for both customers and employees during every interaction.
“Our partners are serving customers in a business environment that has changed significantly over the past couple of years, and against that backdrop, it’s no surprise that demand for cloud-based communications experience technology has increased,” said Antony Black, director of wholesale at Wavenet.
“By offering the combination of the Avaya market-leading UCaaS and CCaaS experience technology with Wavenet’s bundled voice plans, we are able to provide the wholesale partners with a fully self-service managed platform allowing them to control their customers and more importantly bill directly.”
Expected to be available to Wavenet customers and its network of UK wholesale channel partners in Q1 2023, the combined offering can be rolled out to customers within hours, while customisations for more complex infrastructures can be made “quickly and easily”, the pair said.
Fadi Moubarak, Avaya’s vice president of channels, added that the agreement with Wavenet will enable joint partners to “position an enterprise-class solution without the enterprise-class pricing”.
“Being natively cloud-based, the platform will keep customers at the cutting edge in terms of feature sets, and can be flexibly tailored and deployed in diverse ways to match the requirements of any business,” he said.
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Kathy Gibson reports from Gitex – South Africa is a key market for Avaya, which counts the country’s top organisations among its customers.
Nidal Abou-Ltaif, president of Avaya International, tells IT-Online that customers are bullish about the future, as they look forward to consuming more cloud services and leveraging modern technologies like artificial intelligence (AI).
South African companies are already at the cutting edge of contact centre technology, he adds, as one of the leaders in domestic and outsourced usage.
“I am very optimistic about the market,” Abou-Ltaif says.
The only thing holding companies back at the moment is the availability of Avaya public cloud services – and these will be delivered soon.
“We were about to release public cloud, then Covid hit and we have to switch out priorities,” says Abou-Ltaif. “More recently we have been hit with a shortage of components, which has delayed the launch further.”
All Avaya public cloud services are based on Microsoft’s Azure platform, and the company is now rolling it out across the region.
“We expect to have public cloud services available in South Africa by the end of the first half of 2023, maybe just at the beginning of the third quarter.”
The South African market has a good appetite for cloud, Abou-Ltaif.
When it comes to the African continent as a whole, he says Avaya is seeing a good level of investment from service providers and governments, particularly noticeable in new markets like Sudan.
“The pandemic has given a lot of people the incentive to digitalise, and we see the market really starting to pick up in places like Ghana and Nigeria,” Abou-Ltaif says.
Abou-Ltaif points out that organisations are increasingly positioning their contact centres to generate revenue while simultaneously deliver services. “They are looking to their contact centres to enhance the overall customer experience.”
Traditionally, Avaya’s customers have been the big names in telecommunications, banking and local government. But Abou-Ltaif believes small and medium enterprises (SMEs) represent a big untapped market opportunity.
“We could do a lot better in the SME space, and will look to our partners to open up that market. Once the public cloud services are available, we will have more services to offer to smaller companies.
“Services like public cloud Spaces, video for the cloud and contact centre as a service (CCaaS) will all appeal to the SME market.”
Reiterating Avaya’s commitment to its South African operations, Abou-Ltaif says: “It is my biggest market in Africa; and certainly the most aggressive and progressive. It has everything it takes to be great.”
Avaya has a well-established ecosystem of partners in South Africa, but Fadi Moubarak, vice-president: channels at Avaya, doesn’t rule out the possibility of new partners joining the stable.
“The transition to cloud opens the door for new types of partners and new segments seeking cloud solutions,” he says. “But we always do these things in a calculated manner to ensure we don’t crowd the market or have partners going after the same opportunities.
“Our partnering model is not about the numbers, but about the focus, the mutual relevant of us to their business and them to ours.”
There are two types of partners that typically work with Avaya, he adds. There are those that simply resell the Avaya solution suite, and there are those that integrate their own and third-party systems with the platform.
“These are the partners we are on the lookout for,” Moubarak says. “We know that when a customer experience or employee experience system has multiple building blocks, the role of the partner is crucial in gluing together those multiple solutions.”
Moubarak adds that companies’ approach to contact centres changed during the Covid pandemic. “Customers got used to less face-to-face interaction, preferring voice, app or remote communication as much as possible. And this will probably continue into the future.
“It’s the same as the delivery and online shopping boom that hasn’t come down after Covid: every industry has been deeply impacted in terms of how they reach and serve their customers.
“This means that customer experience has become more important.”
Avaya has seen some customers shift into the cloud, and expects this to increase over time.
“We are trying to make it easier for customers and our channel by keeping all the various models alive: customers can opt for an onpremise solution, with or without subscriptions, or private, hybrid of public cloud.
“We are not forcing a pace on to customers and partners.”
The main aim is to tap small and medium businesses (SMEs) globally as companies move towards digital transformation post the pandemic. The collaboration will enable businesses to deliver better experiences to their customers through an all inclusive and easy to manage subscription based services without incurring any substantial capital expenditure.
A memorandum of understanding (MoU) to this effect was signed during the Gitex Summit in Dubai."There is a market need to make it easy for businesses to consume a technology platform, along with market leading people and processes. This will help them roll out new services faster and significantly reduce total cost of ownership to deliver a better return on investments," Nidal Abou-Ltaif, President, Avaya International said.
Startek will explore hosting a range of Avaya OneCloud portfolio solutions to make them available to businesses in a compelling package that includes contact center agents and institutional expertise in customer experience. The one stop solution will be made available through a subscription-based pricing model, enabling organisations to purchase the capacity, services and people they require as and when needed without large upfront costs.
"The partnership will tap markets in the US, the UK, South Africa, and India including other countries in Asia Pacific," Jain said. Startek offers tech-enabled customer experience management solutions, digital transformation, and technology services in 13 countries including India.
(The reporter is in Dubai at the invitation of Avaya)
Uniphore, a provider of conversational AI and automation, is partnering with Avaya, a provider of solutions to enhance and simplify communications and collaboration. This move will bring Uniphore’s integrated Conversational AI and communications platform to customers across the Middle East and African (MEA) region.
Uniphore’s Conversational AI and Automation products will add deep functionality to the Avaya OneCloud CCaaS platform, according to the vendor. Avaya OneCloud CCaaS makes it easy to connect chat, video, voice, and messaging to deliver enhanced experiences for customers and employees at every touchpoint.
With Uniphore, Avaya OneCloud CCaaS users will be able to track, measure, and Boost their contact center journey with increased self-serve capabilities, frictionless agent experience, and needle-moving insights.
Avaya’s customers will have access to Uniphore’s conversational AI and automation solutions and will be well-placed to digitally onboard customers, including from social media platforms driven by AI-powered solutions.
Uniphore's comprehensive X platform is an integrated conversational AI and automation platform that combines natural language processing (NLP), robotic process automation (RPA), automatic speech recognition (ASR), including the Arabic language, emotion AI, and knowledge AI that enterprises need in today’s tech-savvy consumer era. These technology components translate into specific customer offerings in chatbots, voice bots, conversational analytics for quality automation, real-time customer analysis, and agent guidance, according to the company.
“In today’s uncertain world, consumers want brands to address their needs quickly and efficiently; this makes the customer experience more important than ever,” said Kennedy Pereira, VP, CCaaS ecosystem, global alliances and partnerships at Uniphore. “We are excited to partner with Avaya to enhance CX, better understand customer insights to achieve superior business outcomes, Boost employee performances, and lower customer costs.”
The integrated platform will also enhance employee productivity and efficiency by guiding agents in real-time with in-call alerts, next best action, and reduce their after-call work by automating call summarization. This allows agents more time to focus on creating emotional connections with customers, delivering exceptional CX, and reducing operating costs by improving time to resolution and first call resolutions (FCR), according to the vendors.
For more information about this news, visit www.uniphore.com or www.avaya.com.