Avaya Demo Experience
I recently spent time at Avaya’s briefing center in Santa Clara to get an update on the company’s cloud strategy, contact center offerings, product line rebranding, and more. The highlight of the day was several demonstrations by Kevin Crawford, Senior Manager/Executive Briefer. Crawford went through the various stages of how organizations can digitally transform their contact centers, and ultimately differentiate themselves from the competition.
Rather than describe the demos, I’ll let you see them for yourselves (pardon my video capabilities and poor lighting). In this first video, Crawford goes through a sample transformation blueprint for contact centers, including the various phases, starting with the foundation of a core contact center, to the Modernization stage, followed by the Enhance stage, and finally to the Differentiation stage.
He then demonstrates the agent experience with Avaya Workspaces, providing a browser-based experience for agents and supervisors while leveraging WebRTC for voice and video. With a widget-based interface, Avaya Workspaces makes it easy to enhance the agent’s experience and provide additional functionality. Using a fictional travel agent as an example, Crawford shows both the agent and Customer Journey experience, and how Avaya’s co-browse capabilities can be used to provide a more collaborative experience across multiple contact center channels like voice, chat, SMS, and Social Media.
In this next video, Crawford shows how widgets are used with the Avaya Workspace for capabilities such as guided selling and providing a single holistic view for supervisors.
One of my favorites demos was the Smart City IoT experience that features a Lego-type replica of a city, including a hospital, train system, hotel, and more. Using a workflow tool to create drag and drop scenarios, organizations can communication-enable workflow processes based on sensor or business-driven triggers so that phone calls and dynamic team conferences can be initiated based on the various business events and/or IoT sensor devices for any industry.
Avaya has been very busy enhancing its cloud story, adding microservices-based layered applications, consolidating to a common client strategy, and of course further developing its current AI capabilities and offerings. Expect to hear more in the fall…
Tags
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (1) Apply 8x8 filter
- Alcatel-Lucent Enterprise (1) Apply Alcatel-Lucent Enterprise filter
- AudioCodes (1) Apply AudioCodes filter
- Avaya (2) Apply Avaya filter
- Cisco (3) Apply Cisco filter
- Five9 (2) Apply Five9 filter
- Fuze (1) Apply Fuze filter
- Genesys (1) Apply Genesys filter
- IBM (1) Apply IBM filter
- Logitech (1) Apply Logitech filter
- Microsoft (5) Apply Microsoft filter
- Mitel (1) Apply Mitel filter
- NEC (2) Apply NEC filter
- RingCentral (2) Apply RingCentral filter
- Unify (1) Apply Unify filter
- Vonage Business (1) Apply Vonage Business filter
- CaféX (1) Apply CaféX filter
- (-) Remove CallTower filter CallTower
- Inference Solutions (1) Apply Inference Solutions filter
- Lifesize (1) Apply Lifesize filter
- Star2Star (1) Apply Star2Star filter
- StarLeaf (1) Apply StarLeaf filter
- 3CX (1) Apply 3CX filter
- Calabrio (1) Apply Calabrio filter
- Esna (1) Apply Esna filter
- Logmein (1) Apply Logmein filter
- TrueConf (1) Apply TrueConf filter
- UJET (1) Apply UJET filter
CONTENT TYPE
- BC Expert Insights Market (0)
- BC Expert Insights Objective - Vendor Neutral (0)
- BC Expert Insights Planning (0)
- BC Expert Insights Solution (0)
- BC Expert Insights Vendor (0)
- BC Expert Insights Vendor Solution (1) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (0)
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (0)
- Buyer Guide (0)
- Case Study (2) Apply Case Study filter
- Executive Interview (0)
- Expert Roundtable (0)
- Guest Contributions (0)
- Multimedia (1) Apply Multimedia filter
- News Analysis (2) Apply News Analysis filter
- Newsfeed Article (0)
- Newsfeed Article (4) Apply Newsfeed Article filter
- Thought Leadership (0)
- Vendor Collateral (2) Apply Vendor Collateral filter
- Vendor Resource Best Practices (0)
- Vendor Resource Buyers Guides (0)
- Vendor Resource Multimedia Content (0)
- Vendor Resource White Paper (0)
- Webinar (0)
- Webinars (0)
- White Paper (1) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (1) Apply Banking And Investment filter
- Education (0)
- Energy And Utilities (0)
- Finance (0)
- Government (0)
- Healthcare (0)
- Hospitality (0)
- Insurance (0)
- Manufacturing (1) Apply Manufacturing filter
- Media/Publishing (2) Apply Media/Publishing filter
- None (0)
- Professional Services (0)
- Retail & Distribution (1) Apply Retail & Distribution filter
- Technology (10) Apply Technology filter
- Transportation (0)
Comments
There are currently no comments on this article.
You must be a registered user to make comments