The agreement supports the integration of the Avaya OneCloudTM experience platform with the Honeywell City Suite to help regional governments accelerate their smart city initiatives. The combined platforms will not only Boost citizen engagement but also deliver the means to support community safety efforts though improved emergency response capabilities.
This integration is already being rolled out in Egypt’s New Administrative Capital, a greenfield smart city 45 kilometres east of Cairo. Once completed, the New Administrative Capital will be the new home of the country’s parliament, presidential palaces, government ministries and foreign embassies, as well as major private firms operating in Egypt.
Using the Honeywell City Suite Platform, integrated with Avaya OneCloud, city authorities will be able to monitor the city’s activities from an integrated Command and Control Centre. The centre also includes advanced video analytics solutions that can monitor crowds and traffic flow, track suspicious behaviour and subsequently trigger automated emergency responses.
“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.
New York, New York--(Newsfile Corp. - October 6, 2022) - Faruqi & Faruqi, LLP, a leading national securities law firm, is investigating potential claims against Avaya Holdings Corp. ("Avaya" or the "Company") (NYSE: AVYA).
If you suffered losses exceeding $50,000 investing in Avaya stock or options and would like to discuss your legal rights, call Faruqi & Faruqi partner Josh Wilson directly at 877-247-4292 or 212-983-9330 (Ext. 1310). You may also click here for additional information: www.faruqilaw.com/AVYA.
Avaya, a provider of cloud communication and workstream collaboration solutions, has signed an agreement with Startek, a customer experience (CX) solutions provider.
As part of the MoU, Startek will explore hosting a range of Avaya OneCloud portfolio solutions. This will be with the intent of making them available to businesses in a compelling package that includes contact centre agents and institutional expertise in customer experience.
A subscription-based pricing model will be used to provide access to the solution, which will allow organisations to purchase the capacity, services, and people they need as and when they need them, without having to pay large upfront costs for such services.
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.
Read: Gitex Global: Vodafone, Ericsson facilitate data-driven decisions with AI-based solutions in Oman
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 deliver 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
As part of its plan to enhance and simplify communications and collaboration for its solicitors, leading law firm Harrison Drury has created a digital workplace service designed to Boost both its employee experience and customer experience, built on the Avaya OneCloud UCaaS platform.
Harrison Drury is based throughout the county of Lancashire, with offices in Preston, Garstang, Lancaster, Kendal and Clitheroe, and advises clients which include multi-million pound organisations, owner-managed businesses and high net worth individuals. Among its specialisms are commercial property, commercial litigation, property litigation, insolvency, and corporate and commercial law.
The company’s mission statement is to “make it possible”, but its legacy communications service, relying on multiple applications and different systems for voice calls and video conferencing, meant that even the most basic task was admin-intensive for users and administrators. This meant that addressing regular complaints about managing these systems took up a lot of time for IT staff – time that could be better spent elevating the business.
The law firm’s lack of satisfaction with the existing phone service came to a head when Covid-19 forced Harrison Drury employees to work from home, complicating the client response process. In a competitive market, the firm’s solicitors were unable to receive and transfer customer calls with the pre-requisite information they needed, such as caller ID, to enable them to react quickly during fast-paced customer transactions.
Reacting to these pressures, the company undertook a reevaluation of its communications needs, working with Avaya ecosystem partner Fortay Connect, a trusted advisor that understood its requirements, provided market insights and optimised the evaluation process.
Following a competitive proposal, Harrison Drury chose RingCentral for its wide list of features and cross-device compatibility.
On return to office working, the firm took the opportunity to look for a modern communications service with the flexibility to support hybrid working and eliminate the complexity of its previous siloed system. The offering was rolled out to 130 users across seven offices.
Through this process, Harrison Drury said that enabled flexible, always-on video conferencing and workstream collaboration to support working from anywhere while reducing business communications costs.
“The simplicity of Avaya Cloud Office has noticeably improved our business capabilities,” said Harrison Drury head of IT Martin Holmes. “Tasks that used to require 10-12 clicks to complete now take two and, after completing some 4,000 calls with the new system, we haven’t had a single query or complaint, relieving IT staff to focus on recording data and analytics.
“What’s more, we now have visibility over which solicitors are busy or which ones are available to take incoming calls, meaning we can reroute calls to ensure they are received,” he said. “As a result, our missed call rate has halved, doubling the number of new business leads. This is a great return on investment, considering our overall communications costs have also shrunk.
“Our previous telephony system involved personalised desktop handsets that required significant reconfiguration for more than one user, which made hotdesking complicated. Minutes and seconds can have a big impact during a major court case, and our previous system took too much time to use and manage.
“With Avaya Cloud Office, our solicitors get a single number that they can personalise and use across mobile, laptop and desktop handsets,” said Holmes. “What’s more, they can log in using a single sign-on on any device and access their unique configuration, enabling them to jump on customer requests from wherever they are and access all the information they need.”
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.
About Uniphore
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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About Avaya
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/
Contacts
Cynanda Noronha
Cynanda@uniphore.com
Tom Paye
tpaye@avaya.com
DUBAI: Avaya on Monday demonstrated how it is executing Dubai’s metaverse vision. Developed in 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, aims to create 40,000 virtual jobs by 2030 and contribute to the economic prosperity of the emirate.
Avaya is the customer experience vendor of choice for a majority of government organizations and large enterprises in the UAE. This makes the company uniquely suited to propel the experiences that UAE organizations offer into the metaverse – as shown in the in Metaverse Experience solution being demonstrated at GITEX Global.
The solution illustrates how organizations can extend their contact centers into the metaverse, leveraging advanced innovations without impacting their existing contact center investments. 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 of any size become a part of Dubai’s Metaverse vision,” said Nidal Abou-Ltaif, President, Avaya International.
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.
