Technology Record - Issue 31: Winter 2023

49 Avaya helps organisations to navigate factors like industry regulations, integration complexity, security requirements and change management. “We can help a global bank conduct an application portfolio assessment to determine the optimal migration plan for transitioning their customer service systems to the cloud in a compliant and secure manner,” explains Rivero. “Or we can assist a healthcare provider in building cloud solutions that are compliant with HIPAA [the Health Insurance Portability and Accountability Act] and leverage automation for improved patient experiences.” According to Rivero, choosing the right modernisation approach is critical to prevent unnecessary expenditure of time and resources. “Performing assessments to determine the root cause of legacy application issues is the best approach for moving contact centre operations to the cloud, whether that be rehosting, rebuilding or replacing,” he says. “Overall, migrating contact centres to the cloud and modernising legacy systems enables improved customer and employee experiences. Avaya bases its initiatives on thorough analysis and alignment with business objectives to increase efficiency, resilience and innovation capabilities for businesses. The Avaya-Microsoft partnership provides integrated cloud capabilities combined with professional services to support these transformations.” Atento, which provides customer relationship management and business process outsourcing services in Latin America, leveraged a combination of Avaya cloud and on-premises contact centre solutions. This provided the flexibility needed to move to an operational expenditure consumption model. Plus, Avaya’s AI-powered voice transcription and real-time sentiment analysis tools helped to increase customer satisfaction for Atento. “Atento saw significant gains in call centre agent productivity, customer satisfaction and cost efficiency,” says Rivero. “By innovating together, Avaya and Microsoft help make mega customer experience providers like Atento more successful in transforming processes and strengthening their customer relationships.” Photo: iStock/milorad kravic