Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced that at Customer Contact Week 2022 (CCW), the world’s largest contact center event series taking place now through June 23, it will showcase composable contact center solutions in the Experience Economy where, in order to succeed, businesses must deliver Total Experiences for customers and employees. Avaya is one of the only vendors in the industry delivering customers and end-users a Total Experience – the intersection of Customer, Employee, User, and Multiexperience.
Avaya OneCloud™ CCaaS makes it easy to connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint, enabling businesses to provide a Total Experience.
“Today’s customer knows what they want, exactly when and how they want it, and has high expectations for each interaction with a brand,” said Paul Lang, Head of Contact Center Solutions Marketing, Avaya. “Giving them what they want, however, will take brands moving to a total and effortless experience across applications, devices and interactions. This type of experience is only possible when cloud capabilities, AI and automation are mixed into every customer touchpoint and digital channel, and this is what Avaya OneCloud CCaaS provides.”
Avaya sessions include Key Trends in Conversational Artificial Intelligence (AI) and How to Compete in the Experience Economy. Avaya OneCloud™ CCaaS demonstrations on-site focus on applications – Conversational AI, Virtual Agent, and Composable Desktop. Monolithic, generic apps don’t enable businesses to create and deliver personalized experiences. A platform approach, with composability at its core, allows companies to completely reimagine communications by breaking down monolithic apps into discrete components, each of which can then be built, scaled, and maintained independently. Avaya Workspaces helps improve agent productivity and the overall employee and customer experience by integrating multiple applications into a single modern composable desktop and empowering customer support to personalize the customer experience by enabling them to view and interact with customer journey details.