Avaya offers tech to create solutions beyond digital


DUBAI: Exploring its own path in digital transformation, telecom major Avaya had come up with a range of technologies at the GITEX Technology Week held in Dubai recently.

In a series of exhibitions devoted to industries including banking & finance, healthcare, hospitality and public safety, Avaya showcased how these technologies work alongside their customers and partners to create solutions that go beyond digital experience.

At the tech week, Avaya displayed how disruptive technologies including blockchain, Artificial Intelligence (AI) and the Internet of Things (IoT) can be harnessed to transform customer experience.

It created a ‘Happiness Index on Blockchain,’ showing how companies and govern ment organisations can leverage blockchain to securely collect and integrate data from multiple sources such as different contact centres, emails, social media, web and chat platforms. By selectively filtering offline data and monitoring real-time data sources, organisations can dynamically measure customer satisfaction levels and transform experiences to meet their satisfaction-level objectives.

“Delivering the superior customer experience that today’s consumers demand requires meeting their expectations at every touchpoint -physical and digital. Customers today want to get seamless experiences, regardless of the channel they use, on the devices of their choice and at their convenience,” said Nidal Abou-Ltaif, president, Avaya International.

At the GITEX, Avaya also signed an MoU with Bangalore-based Upaya Innovation to collaborate for developing solutions based on Avaya’s platforms, including Avaya Oceana, Avaya Breeze and IP Office. The agreement will see Upaya build a team of up to 100 developers in the next six months in India, with the company looking to hire as many as 500 within three years.

“It is in our DNA to hire and train local talent and make it the driving force behind our leading position in key industry verticals such as healthcare and hospitality .This announcement with Upaya strengthens our commitment to India’s sustainable development,” Vishal Agrawal, managing director, Avaya, India, said.

(The writer was in Dubai on Avaya’s invitation)