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Avaya to Deliver AI-Powered Customer Experience Use Cases and Insights at Enterprise Connect 2024

Avaya, a global leader in customer experience and communications solutions, today announced its presence at Enterprise Connect 2024, the leading conference for enterprise communications and customer experience over the past 30+ years. Avaya will showcase how businesses can use AI to safely and securely meet soaring expectations for customer and employee experiences without disruption to their existing systems and processes. Enterprise Connect is set to host 5,000+ attendees across roles and industries, and will take place on March 25-28 at the Gaylord Palms Resort & Convention Center in Orlando, Florida.

Avaya will share how they enable enterprise customer experience (CX) leaders to pursue innovation while prioritizing customer experience, employee experience, and business outcomes. By delivering CX initiatives through a single platform, Avaya Experience Platform™, Avaya customers around the world are equipped with the tools and capabilities that power their customer experiences globally.

Avaya will host five demonstrations powered by Google ChromeOS. Avaya Experience Platform is Chrome Enterprise recommended, optimized on ChromeOS & ChromeOS devices, and will be featured on Chromebooks across demonstrations.

With use cases that show how different Avaya solutions drive top-tier customer experiences and business growth, visit Avaya’s booth #1511 for a series of AI-powered customer experience demonstrations, delivered by the Avaya Experience Platform:

  • Experience the transformation of government services through AI-powered virtual agents, seamless live agent transitions, and effective issue resolution across voice and digital touchpoints.
  • Discover secure, personalized banking with voice biometric authentication, AI-guided loan processing, proactive customer outreach, and AI-assisted support across digital channels.
  • Witness innovation without disruption as businesses enhance contact center capabilities by integrating on-premises systems with cloud-based AI services.
  • Navigate the digital-first travel landscape with AI-powered booking experiences, ChatGPT-enhanced customer engagement, and seamless integration of social media, virtual agents, and CRM.
  • Step into the future of efficient customer service with AI-driven email classification, sentiment analysis, auto-suggested responses, and seamless integration of agent workspaces and knowledge management.

Additionally, Avaya leaders Steve Brock (Director, Solutions Marketing) and John Akerboom (Senior Director, Cloud Architecture) will be participating in two on-stage panels alongside fellow industry leaders. Brock’s session, “Job Shifting: Where and how AI is Eliminating & Adding CX Positions”, will take place on Monday, March 25 at 8:00 a.m. ET. Akerboom’s panel will cover “Cloud 2027: How Will Architectures Shift” on Thursday, March 28 at 8:00 a.m. ET.

Customers around the world are seeing tangible benefits from changing the ways they connect with and serve their customers. Avaya customer, Standard Focus, is transforming its contact center from a series of siloed technologies that were not working optimally to a modernized experience for their customers by gaining that additional insight through AI technologies. “We are thrilled with how Avaya’s innovative solutions and AI integrations have elevated our contact center experiences and look forward to the insights and use cases the Avaya team will share with the Enterprise Connect community this year,” said Nigel Mansfield, Contact Centre Strategic Lead at Standard Focus. “Avaya’s solutions helped us create a fully blended contact center, so both chatbots and voice bots are blended in together. It’s just a new way of thinking about how contacts are being answered. It’s the Avaya Experience Platform architecture that allows us to pass parameters and conversations through to the AI engine and allows us to make decisions in a very tidy and clear way. With Avaya our contact handling time is down 50 percent over the last three years and the abandon-rate, most months, is under 1 percent resulting in a 50 percent enhancement in our efficiency through cost reduction.”

Enterprise Connect is where the enterprise IT community gathers to exchange knowledge, network with peers and experts, and explore new technologies and strategies for communications, collaboration, and CX. Avaya’s sponsorship of Enterprise Connect 2024 cements their continued support of the conference as a valuable industry touchpoint that powers critical industry conversations through exhibitions and speaker sessions.

Avaya will host several global technology partners and customers at Enterprise Connect this year—a testament to the reach and impact of its ecosystem, solutions, and innovative corporate vision. Avaya’s presence at Enterprise Connect comes in partnership with Microsoft Teams, Journey ID, and Google CCAI.

To register for attendance, visit Enterprise Connect’s registration page.

Additional Resources

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “might,” “our vision,” “plan,” “potential,” “preliminary,” “predict,” “should,” “will,” or “would” or the negative thereof or other variations thereof or comparable terminology. These forward-looking statements are subject to a number of factors and uncertainties that could cause the Company’s actual results to differ materially from those expressed in or contemplated by the forward-looking statements. Such factors include, but are not limited to, risks attendant to the bankruptcy process, including the Company’s ability to emerge successful from the Company’s voluntary cases under chapter 11 of the United States Bankruptcy Code, and other factors discussed in the Company’s Annual Report on Form 10-K for the fiscal year ended September 30, 2021, subsequent quarterly reports on Form 10-Q filed with the SEC and other public statements made from time-to-time. These risks and uncertainties may cause the Company’s actual results, performance, liquidity or achievements to differ materially from any future results, performance, liquidity or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

Source: Avaya Newsroom

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