Avaya, a global leader in enterprise CX, recently announced its participation at the 2024 edition of GITEX Global, where the company will showcase a vision for the future in which human and artificial intelligence (AI) collaboration redefines the landscape of customer experience (CX).
Avaya’s major presence at GITEX Global will highlight a range of technology demonstrations seamlessly integrating AI into every facet of customer interaction, transforming traditional contact centres into dynamic experience centres. These capabilities are delivered through a roadmap for modernising contact centres without the disruption associated with full cloud migration, and will empower agents to deliver personalised, efficient, and memorable customer journeys.
“We’re committed to extending our leadership in the enterprise CX sphere through the intelligent integration of AI capabilities and the human experience”, said Cameron Thomson, GVP – Europe, Middle East and Africa, Avaya. “The advanced solutions we’re demonstrating at GITEX drive predictive analytics, personalized service delivery, and real-time customer journey adjustments, enabling large enterprises and public sector organisations to not only meet evolving customer expectations but set new benchmarks for exceptional customer experiences powered by AI”.
At GITEX Global 2024, Avaya will showcase solutions that help organizations to unify customer interactions across all channels, enhance the usability of AI-based tools, optimise operations, and more easily orchestrate customer journeys.
- Unified Interactions: By integrating voice, email, chat, and social media into a cohesive conversation, the Avaya solutions on display can reduce customer effort and enhance satisfaction, providing a consistent and coherent experience at every touchpoint.
- Enhanced Connectivity: The AI-powered virtual assistants, chatbots, and automated workflows that Avaya will showcase work alongside human agents to handle repetitive tasks, allowing agents to focus on complex issues requiring empathy and nuanced understanding. This symbiotic relationship boosts efficiency and accuracy in customer service.
- Optimised Operations: The solutions demonstrated by Avaya highlight an AI framework that includes capabilities such as AI-powered agent assistance and journey orchestration, which can enhance real-time decision-making and service efficiency. By handling routine tasks, these AI-powered solutions significantly reduce post-call work and improve overall service delivery.
- Orchestrated Workflows: The tools being highlighted for customer journey orchestration, proactive customer care, and integrated service channels enable organisations to anticipate customer needs, resolve issues proactively, and deliver personalised experiences that drive loyalty and satisfaction.
All of these capabilities combine to highlight the power of the Avaya Experience PlatformTM, Avaya’s robust and comprehensive CX platform, which empowers enterprises to maintain their core capabilities while evolving through flexible innovation paths, including on-premises, private cloud, public cloud, or hybrid deployment models.
At GITEX Global, Avaya will demonstrate its ability to offer flexible integration options and enable customers to leverage third-party solutions through APIs and SDKs, delivering superior outcomes while providing the freedom to innovate and customise their experience.
Avaya will also host a number of their global technology partners and customers at GITEX, highlighting the breadth and depth of its ecosystem to elevate employee and customer experiences with AI. Avaya’s presence at GITEX Global will come in partnership with Sestek as well as additional technology partners.
Visit Avaya at its stand in Zabeel Hall, at Dubai World Trade Centre between October 14 and 18, 2024.
Image Credit: Avaya
