Avaya, a renowned global brand in customer experience solutions, has enthusiastically revealed its participation in GITEX Global 2023. During this event, the company will unveil how organizations can embark on their unique journey towards delivering AI-driven customer experiences.
GITEX Global will serve as the platform for Avaya to exhibit an extensive array of industry-specific use cases that underscore the immense potential of artificial intelligence (AI) in delivering exceptional experiences across the entire customer journey. Throughout the duration of the event, Avaya will present solutions that leverage AI to reimagine the delivery of customer and employee experiences, while also demonstrating how organizations can seamlessly integrate AI enhancements into their operations without causing disruption.
Nidal Abou-Ltaif, Senior Vice President – Global Head of Sales at Avaya and President of Avaya International, emphasized, “No two words capture the current business zeitgeist better than ‘artificial intelligence.’ The capabilities being delivered by AI are super-charging organizations’ ability to innovate with their customer experiences. As we’re showing at GITEX, Avaya supports its global customers as they seek to bring these innovations, on a large scale, into their contact centers.”
At GITEX Global 2023, Avaya will present a compelling vision of how both public and private organizations can empower their teams with advanced AI tools to enhance customer service. Additionally, customers will be given the autonomy to craft their own preferred journeys across multiple touchpoints. Real-world scenarios will be used to demonstrate how existing investments can be augmented with new capabilities, resulting in an even more enriched experience.
The use cases showcased by Avaya at GITEX encompass:
1. The Future of Experience, Powered by Generative AI: Avaya will illustrate how generative AI can become the cornerstone of customer experience transformation, akin to an art form. It will showcase its far-reaching impact on agent experience, customer satisfaction, and operational efficiency.
2. Hybrid AI: Avaya will unveil Hybrid AI solutions that enable organizations to build upon their existing infrastructure. These solutions seamlessly blend traditional chatbots with generative AI tools, showcasing the smooth transition between bots and human agents. Furthermore, it will reveal how generative AI “hallucinations” can be confined within the confines of existing bot decision trees.
3. Next-generation Employee Experiences Empowered by AI: Avaya will go beyond conventional knowledge management, demonstrating how advanced AI tools can monitor and support agent well-being. This ensures that agents remain in peak form to meet customer expectations. Avaya will also highlight how AI can facilitate the creation of custom workflows for contact center managers, as well as swiftly generate advanced analytics. This empowers the entire organization to consistently deliver outstanding customer experiences, regardless of shifting customer preferences.
Avaya’s presence at GITEX Global will also feature several global technology partners and customers. This showcases the extensive ecosystem of Avaya, which is committed to elevating both employee and customer experiences through the power of AI. The participation of Avaya in GITEX Global 2023 is made possible through partnerships with Alcatel-Lucent Enterprise, Imperium Software Technologies, Sestek, and other industry leaders.
