Technology Record - Issue 31: Winter 2023

INTERVIEW Delivering mega customer experiences Gabe Rivero explains how Avaya is helping its clients to improve their customer experience with cloud-based contact centre solutions Avaya and Microsoft have cultivated a strategic partnership spanning over a decade to deliver joint solutions that enable outstanding customer and employee experiences. By combining Avaya’s expertise in customer experience with Microsoft’s strengths in cloud, collaboration and artificial intelligence, the two companies provide complete end-to-end solutions tailored for large enterprises seeking seamless, personalised and proactive customer engagement across multiple channels. Avaya deploys its cloud contact centre offerings on Microsoft Azure and integrates them natively with Microsoft Teams and Dynamics 365. Agents can manage voice, video, chat, email and SMS conversations seamlessly within Teams, providing a comprehensive omnichannel experience. The integration of AI-powered virtual agent technology, which understands natural language, enables the automation of simple enquiries. Complex issues are then handed off to live agents. “Many of the largest enterprises in the world rely on Avaya – including the national governments of 97 countries, the world’s top 10 airlines and automotive companies, and the top 19 global banks,” says Gabe Rivero, leader of customer experience services at Avaya. “Avaya also serves over 8,000 healthcare organisations and 3,500 educational institutions.” All these firms require seamless customer experience services, which can be achieved via cloud adoption, according to Rivero. “Migrating legacy contact centres and systems to the cloud can be highly complex for large enterprises,” he says. “Professional services expertise helps align business and IT stakeholders, execute phased transitions, and avoid wasted time and budget on ineffective approaches. In many cases, instead of moving our larger customer workloads to the cloud, we bring the cloud services to them – with a hybrid model. This enables them to build on top of existing investments and processes, and accelerates time to market with new experiences.” BY ALICE CHAMBERS “ Migrating contact centres to the cloud and modernising legacy systems enables improved customer and employee experiences” 48