“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.
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
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New York, New York, Oct 06, 2022 (Newsfile Corp via COMTEX) -- 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 alsoclick here for additional information: www.faruqilaw.com/AVYA.
There is no cost or obligation to you.
Faruqi & Faruqi is a leading minority and Woman-owned national securities law firm with offices in New York, Pennsylvania, California and Georgia.
On June 27, 2022, Avaya announced $600 million in aggregate financing commitments, including $350 million of new Senior Secured Term Loans and $250 million of Exchangeable Senior Secured Notes. Management claimed "[t]his funding supports and accelerates our business model transformation."
A month later, on July 28, 2022, Avaya announced its board fired CEO James M. Chirico, Jr. The company also announced disastrous preliminary Q3 2022 financial results that included expected revenues and adjusted EBITDA well below previously given guidance and an unquantified but "significant" impairment charge. In addition, the company withdrew its 2022 guidance. This news sent the price of Avaya shares crashing 57% lower the next day.
Then, on Aug. 9, 2022, Avaya announced: (1) it determined there is substantial doubt about its ability to continue as a going concern; (2) it would not timely file its financial statements for the quarter ended June 30, 2022; (3) its Audit Committee commenced internal investigations into circumstances surrounding the company's financial results for the quarter; and, (4) the Committee also commenced an investigation into matters raised by a whistleblower. This news sent the price of Avaya shares crashing 45% lower that day.
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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 Strengthen 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.
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 Strengthen 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, Strengthen 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.
Follow our blog and connect with us on LinkedIn, Twitter, Facebook, and Instagram.
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
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.
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 courses 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
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 Strengthen 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, Strengthen 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.
Avaya has used leading global IT event Gitex to reveal the next generation of products and services that it believes can provide businesses with the innovation they require over the top of their existing infrastructures. It has also struck a number of key partnerships with Wavenet and Uniphore that the communications and collaboration tech firm believes will help it achieve its aim.
The overarching theme of Avaya’s presence at Gitex is innovation without disruption, showcasing how technology can allow companies to achieve essential business outcomes while avoiding disruption to core operations in a time of economic uncertainty.
At Gitex, the use cases will aim to demonstrate how the Avaya OneCloud platform can enable organisations to deliver customer and employee experiences without the need for wholesale technology refreshes, helping firms to simplify and speed innovation and efficiencies in delivering experiences. Use cases being demonstrated include metaverse as a channel, using the metaverse as a communications channel between contact centre agents and customers.
Digital customer journeys are designed to enable companies to onboard customers digitally, starting from a social media advertisement, moving to artificial intelligence (AI)-powered chat over social media, to finally selling a holiday.
Proactive relationship management use cases are based on advanced collaboration features to better manage client relationships, as well as outbound capabilities for upselling and AI-powered biometrics for authentication. AI and analytics show how organisations can use facial biometrics, chatbots, speech analytics and conversational AI to Strengthen the customer experience. Smart dispatching solutions and mass notifications combine with the internet of things with the aim of enabling safer cities.
Yet despite the welter of advanced tech, Nidal Abou-Ltaif, president at Avaya International, stressed that anyone can have a technology product, but most important was how to make it relevant to the customer and deliver the correct business outcome. “You see the progress and the pace [in development] so that the customer can implement it, modify it, change it, see the outcome,” he told Computer Weekly.
“We see how this technology can help them and deliver the outcome needed. And as things are changing, too fast, we start to see more and more pressure coming into our customer business, which is based on contact and collaboration technology.
“We are at the heart of digital transformation, and we need to adapt and adequately digitise what we do to help our customers. It’s not about technology. It’s not about AI. It’s how you put all of this technology with the business case.”
Central to this strategy is partnerships and at Gitex, Avaya announced that it is to work with Wavenet, a provider of cloud-based telecoms and technology systems, which will act as a wholesale service provider and tier 1 value-added reseller of OneCloud across the UK.
Putting the partnership intro context, Avaya cited research from Forrester showing that 92% of companies in the UK, France and Germany have adopted cloud computing, driven largely by demand for new applications and affordable compute and storage for existing applications.
The partnership will aim to address this demand with a combined unified communications-as-a-service (UCaaS) and contact centre-as-a-service (CCaaS) offering with bundled calls and minutes that enables UK-based organisations to deliver enhanced experiences for customers and employees at multiple touchpoints.
Antony Black, director of wholesale at Wavenet, said: “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.”
With Uniphore, Avaya will set out to bring its integrated conversational and communications platform to customers across the Middle East and Africa region.
Uniphore offers an integrated conversational AI and automation platform that combines natural language processing , robotic process automation, automatic speech recognition, including the Arabic language, emotion AI and knowledge AI. Said to be what enterprises need in today’s tech-savvy consumer era, the technology components translate into specific customer offerings in chatbots, voice bots, conversational analytics for quality automation, real-time customer analysis and agent guidance.
Uniphore’s conversational AI and automation products will add deep functionality to the Avaya OneCloud CCaaS platform so that users can track, measure and Strengthen their contact centre journey with increased self-serve capabilities, offering what is described as “frictionless” agent experience and “needle-moving” insights.
Avaya’s customers will also have access to Uniphore’s conversational AI and automation technology and will be able to onboard customers digitally, including from social media platforms driven by AI-based systems.
