New Avaya Research Finds 94 Percent of Bus. & IT Decision Makers Recognize AI Can Transform the Performance of Their Contact ...
June 24 2019 - 8:00AM
Business Wire
Vanson Bourne Global Survey sponsored by Avaya
finds organizations worldwide have increased investment in AI by 23
percent in 12 months and are set to double it within 2 years
Avaya Holdings Corp. (NYSE: AVYA), today published a global
survey of nearly 2,800 IT and business decision leaders from 17
countries which found that over 90 percent see AI as a crucial
element in the digital transformation of their organization and 94
percent recognize the ability of AI to transform the performance of
their contact center. The study also revealed that 81 percent
believe failing to properly adopt artificial intelligence now will
cost their company throughout the next decade. However, 42 percent
of organizations admitted they are currently only 40-60 percent
through their implementation of AI in the contact center.
“AI: The De Facto for Contact Center Experience” is a new
research report conducted by Vanson Bourne and sponsored by Avaya,
that looks at AI in the contact center, including the current
status of implementation, practical implications and the benefits
and challenges of AI. The global survey saw 32 percent of
respondents from the Americas, 43 percent from EMEA and 25 percent
from Asia Pacific.
While the overwhelming majority of respondents’ organizations
are using AI within their contact center for improving customer
self-service (47 percent), resolving customer issues faster (44
percent) and predicting customer needs (41 percent), the report
found that over a third of respondents are doing so via chatbots to
interact with customers, considered by some to be one of the most
basic forms of AI. The survey found respondents are looking to go
beyond chatbots, but need help in doing so effectively.
Going Beyond Chatbots
Even though only a quarter (25 percent) of respondents’
organizations have fully implemented an AI strategy, over half (51
percent) want to expand the number of areas of their business where
AI is implemented. For example, roughly 40 percent would like to
predict caller intent with speech analytics and/or analyze caller
emotion to optimize the experience of engaging via phone.
As AI becomes more prominent, 85 percent of decision makers cite
that they will need to seek out more third-party support to fully
integrate the technology into their contact center.
“As businesses seek to deploy AI in their contact center, they
can immediately reap the rewards with greater agent productivity
and efficiency, which has the additional benefit of significantly
improving customer satisfaction,” said Chris McGugan, Avaya SVP,
Solutions & Technology. “Anticipating customer needs and
leveraging AI to better meet those needs leads to higher first
contact resolution rates for customers and ultimately financial
gains for the organizations effectively utilizing AI in their
contact centers. Additionally, as customers transition from static
matching to utilizing AI in behavioral pairing such as skills based
routing or proactive outbound messaging, agents are empowered and
fully contextually aware to monitor and manage the full customer
journey all from a single, intuitive user interface leading to
flexible, automated decision making in the future.”
Benefits of an AI Strategy
By implementing AI, 55 percent of respondents cited both a
better experience for customers and increased customer
satisfaction. While at least a third surveyed also noted other
expected benefits such as predictive analytics, improved revenue
and higher lifetime value. When it comes to developing an AI
solution in-house or buying from a third party, 52 percent of
respondents in all regions cited a mix of in-house and third-party
development as preferable.
Avaya published the research during Customer Contact Week, the
leading conference & expo for customer experience (CX), contact
center and customer care professionals. Avaya is showcasing its
Contact Center AI solutions and more, at its exhibit in Pavilion 2
at the Customer Contact Week event, June 24-28, in Las Vegas, NV.
#CCWVegas19, #ExperiencesThatMatter
The full report is available now. For additional information
regarding Avaya’s capabilities and assets, please visit
www.avaya.com/ai-research.
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us at
www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
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"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology and include, but
are not limited to expected feature releases and statements about
future products, expected cash savings and statements about growth,
exchange listing and improved operational metrics. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Registration Statement on Form 10 filed with the
Securities and Exchange Commission, may cause its actual results,
performance or achievements to differ materially from any future
results, performance or achievements expressed or implied by these
forward-looking statements. For a further list and description of
such risks and uncertainties, please refer to the Company’s filings
with the SEC that are available at www.sec.gov. The Company
cautions you that the list of important factors included in the
Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, considering these risks and
uncertainties, the matters referred to in the forward-looking
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Company undertakes no obligation to publicly update or revise any
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Source: Avaya Newsroom
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Alex Alias alalias@avaya.com
Avaya (NYSE:AVYA)
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