Avaya (NYSE:AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced results
of an online market research survey conducted by IDG Communications
indicating the most successful businesses recognize
customer-centricity involves an interconnection between Customer,
Employee, User, and Multiexperience. While companies often develop
the right strategies, the best customer outcomes occur where tools
and strategy intersect and focus on this interconnection to deliver
a superior Total Experience.
According to the findings1, most companies believe customer
experience is an intrinsic part of their brand and it’s everyone’s
responsibility to uphold within the organization. They also agree
that a good customer experience includes empowered employees
(Employee Experience) 82%; memorable, personalized interactions in
moments that matter (Multiexperience) 83%; and the interaction of
humans, data, and technology (User experience) 83%. Just over half
(59%) of the respondents indicate they are performing adequately on
each of these aspects of the Total Experience.
Unsurprisingly, customer-centricity correlates with good
experience and communications strategies, yet only 60% say they
have a cohesive customer interaction strategy. Most companies
employ the standard customer support tools and platforms, such as
email, phone, and social media. Those who scored higher in Total
Experience empower employees with newer tools and platforms
(messenger platforms, video chat, chatbots, and virtual assistants)
that simplify support and transform customer experiences. They also
utilize more complete analytic tools.
Seventy-one percent of businesses with good Total Experience
scores and 74% with good interaction strategies are more likely to
have the right customer insight technology. In fact, 97% of
businesses say employees empowered with the right technology can
transform customer experiences. The right communications and
collaboration tools empower everyone. Offering customers and
employees a broader communications solution allows everyone to
communicate in a way that meets their needs.
Avaya OneCloud™ CCaaS makes it easy to connect everything—voice,
video, chat, messaging, and more—to deliver effortless experiences
for customers and employees at every touchpoint, enabling
businesses to provide a Total Experience.
“A monolithic, one-size-fits-all approach doesn’t meet the wide
range of needs businesses and their constituents have,” said Simon
Harrison, Senior Vice President and Chief Marketing Officer, Avaya.
“When companies intentionally combine customer, employee, user and
multiexperience thinking, they elevate everything these approaches
can achieve on their own – enabling them to deliver exactly what’s
needed at every interaction. Avaya OneCloud is a Total Experience
platform that lets you compose the experiences that each moment
demands—for customers and employees alike.”
Some benefits of Avaya OneCloud CCaaS include:
- Smarter self-service: Deliver intelligent,
conversational self-service—24/7—with options to connect with a
live agent.
- Intelligent routing: Match customers with the best
employees using business rules, internal and external context, and
desired outcomes.
- Customer Journey Intelligence: Get ahead of every
interaction by predicting needs and proactively engaging customers
with customer journey intelligence.
- Completely connected employees: Enhance team
collaboration with converged communications that dissolve front-
and back-office silos.
- Simplify with a composable desktop: Put everything
employees need in one place. Provide employees with a consolidated,
simplified desktop view of everything they need across voice and
digital channels. Connect your CRM application to get the best of
both worlds.
- Deliver more with AI: Be ready for whatever customers
might want next. Increase employee performance in real time by
delivering prompts, initiating workflow actions, and enhancing
compliance based on spoken words or phrases.
- Maximize performance: Create stronger teams. Improve
interactions and identify skills gaps using quality management and
advanced scoreboards to track, manage, and improve team
performance, including gamification, coaching, and eLearning.
IDG Research is a full-service research company, providing a
broad range of services to technology marketers to help inform
marketing strategy and fuel content development. As a division of
International Data Group (IDG), the world's leading technology
media, data, and marketing services company, IDG Research brings
the resources and experience of a large, global company to its
clients in the form of a small, customer-focused business.
Additional Resources
- View the infographic, To Elevate Customer Experience, Companies
Need Total Experience.
- Visit the State of Total Experience to see how organizations
are performing against this big picture initiative.
- Take the Total Experience self-assessment.
- Participate in a complimentary Total Experience Workshop
(virtual or in-person).
1Survey Methodology/Sample Qualifications
From August 12, 2021 – September 15, 2021, IDG Communications
conducted an online survey among global, enterprise-level
organizations of 500 or more employees who are manager level or
above working in IT, customer experience, or operations and must
understand customer experience. A total of 469 qualified
respondents participated in the global survey. Data have been
weighted according to the U.S. census to reflect national
representation on key demographic measures.
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward-looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology. 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 Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. 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, in light of these
risks and uncertainties, the matters referred to in the
forward-looking statements contained in this press release may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
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trademarks, and service marks, respectively, of Avaya Inc. All
other trademarks are the property of their respective owners.
Source: Avaya Newsroom
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For Media Inquiries Alex Alias alalias@avaya.com
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