Omar Javaid explains how organisations can innovate the customer experience

Omar Javaid explains how organisations can innovate the customer experience

Avaya’s chief product officer provides insight into how industry leaders can use artificial intelligence solutions as a roadmap for success regarding customer innovation and satisfaction 

Richard Humphreys |

With the landscape of customer interaction constantly changing, the line between service and experience is becoming more blurred. “The customer journey isn’t a straight line; it’s a dynamic path that adapts, learns and grows,” says Omar Javaid, Avaya’s chief product officer. “We must meet the customer where they are, not where we want them to be.”  

Avaya’s broad set of customer experience (CX) capabilities are designed to provide organisations with the flexible solutions they need to adapt to these ever-evolving needs, whether they use on-premises systems, the cloud, or a combination of both. Its solutions have already been deployed in contact centres around the world, earning Avaya a reputation as a software provider that businesses can trust.  

“Trust isn’t something you buy off the shelf,” says Javaid. “It’s earned through consistent performance, flexibility and understanding the unique needs of each organisation.” 

Avaya has also built an ecosystem of industry partners to amplify its reach, enhance its AI prowess and drive innovation for customers. “Innovation isn’t a solitary endeavour,” says Javaid. “It thrives on collaboration, synergy and shared vision. Our partnerships with industry leaders like Microsoft are integral to creating solutions that transcend traditional boundaries.”  

The focus is to use technology to empower customers to innovate, while improving operational efficiency at the same time.  

“Efficiency is not an endpoint; it’s a continuous journey,” says Javaid. “We’re using AI not just to automate but also to reimagine what’s possible. Through Avaya’s platforms, we can do this, with AI setting new efficiency and satisfaction standards.” 

Business process outsourcing firm Bayview Technologies is just one example of a business that has benefitted from Avaya’s technologies. It used the Avaya Experience Platform, built on Microsoft Azure, to revolutionise its approach to customer learning, with noticeable results in efficiency and cost savings. “Bayview’s success story is a testament to the power of proactive innovation,” says Javaid. “It’s about anticipating customer needs, not just reacting to them.”  

Avaya’s commitment to innovation, simplicity and flexibility positions it as a leader in shaping the customer experience. “We are not merely implementing technology; we are shaping futures,” says Javaid. “Our vision transcends the immediate needs and looks toward creating experiences that resonate with people. It's about connection, understanding, and enabling growth.” 

Avaya’s ‘choose your journey’ approach is not just about the technology; it is also about developing partnerships that empower organisations to step into the digital future. “Whether through AI-enhanced efficiency or strategic alignment with business objectives, Avaya’s offerings represent a promise of crafting unique experiences together,” says Javaid. “Avaya’s vision of a future where technology and human innovation converge is not a projection; it’s a roadmap to success, leading businesses into a new era where customer satisfaction isn’t just a goal but a way of life.” 

This article was originally published in the Autumn 2023 issue of Technology Record. To get future issues delivered directly to your inbox, sign up for a free subscription

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