Technology Record - Issue 28: Spring 2023

113 provides employees and customers with seamless experiences and enables them to maximise their existing investments,” says Terry. In 2022, Avaya also expanded its partnership with Microsoft to deliver its solutions on Microsoft Azure. “This will dramatically accelerate our customers’ digital transformation journeys and deliver unrivalled reliability, agility and scale,” says Terry. “Many of Microsoft’s largest customers have standardised on Avaya solutions, and offering these on Azure gives them an additional opportunity to benefit from their investments while connecting them with new cloud-based capabilities. "Azure’s global footprint expands the availability of our solutions and its capabilities increase resiliency, business continuity, security and compliance with each business sector and country-specific requirements. The bottom line with our partnership is that our customers gain the benefit of expertise from two global leaders that will work together to advance their communications innovation agenda.” The cloud computing platform enables Avaya to deliver further benefits to its customers. “Many dots must be connected when integrating new software,” says Terry. “An issue with any one of these can result in significant business risk in terms of downtime and security. Think of what a few seconds of downtime can mean to a financial business in terms of millions of dollars of transactions lost. There are also many soft costs associated with re-platforming including training, creating new processes, and updating reporting systems. “Microsoft Azure enables us to meet our customers where they are with a modular approach that aligns the evolution of their communications infrastructure with their specific business blueprint.” For example, the Avaya Experience Platform runs on Azure and enables businesses to deliver immersive, memorable and personalised customer experiences across all connected touchpoints. It empowers businesses to respond faster to customer needs and opportunities, by delivering seamless employee and customer connectivity, with AI-powered customer journey intelligence and workflow automation. Avaya Enterprise Cloud also enables businesses to complement their existing on-premises software investments with cloud-based capabilities through an advanced hybrid cloud architecture. They can choose which workflows they keep on-premises or move to the cloud. Many businesses are realising these benefits. Social enterprise Silver Spring Pathfinder uses Avaya’s communications technology to enable mobility-challenged people – who struggle with commuting to and from work – to work from home as customer service agents. “Silver Spring Pathfinder implemented the Avaya Experience Platform to create a supportive environment for its agents who have special needs,” says Terry. “In addition to the technology capabilities, the firm obtained the support of Avaya and our partners like Microsoft. This is a case of exceptional employees delivering exceptional experiences using exceptional technology and support.” Photo: Avaya