NewsUC&C15 Mar 2019 · 3 min read

Avaya Opens New Customer Experience Centre

Leading communication and collaboration vendor, Avaya, recently took the next step in their customer experience strategy by opening a new Customer…

Rebekah Carter

Leading communication and collaboration vendor, Avaya, recently took the next step in their customer experience strategy by opening a new Customer Experience Centre (CEC) in the UK. This innovative facility will act as a hub of communication and contact centre technology, showcasing some of the latest solutions created by the brand.

The team at Avaya has dedicated months to designing fully-functional and immersive demonstrations to highlight how contact centre agents can benefit from disruptive technology. The customer experience centre combines facial emotion detection, chatbots, AI solutions, and virtual assistance to introduce the next generation of CX. It's an excellent insight into the new possibilities that companies can unlock in the contact centre. The CEC is here to help companies create bespoke solutions that appeal to customers of any kind.

Welcome to the New Age of Customer Experience

[caption id="attachment_5322" align="alignright" width="250"] Ioan-MacRae Ioan MacRae[/caption]

The customer experience was developed in partnership with Avaya Alliance members to introduce teams to what's now possible in the business world. The compelling demonstrations support and strengthen Avaya's commitment to developing the best possible experiences. This also means developing SDKs and APIs with the partner ecosystem to ensure the most advanced artificial intelligence solutions are available to everyone.

The customer experience centre offers a place for people to come together and innovate in the Avaya community. However, it also serves as a testament to the changes in the new customer-focused business world. According to Ioan MacRae, the managing director UK&I for Avaya, the CEC is intended to spark conversations with customer and partners about how Avaya can help to create more intelligent experiences and solve productivity challenges. It does this by showcasing technology like:

Sentiment analysis to identify issues with customer satisfaction
Voice-enabled virtual assistants supporting natural language interactions and performing automated tasks like taking minutes
Real-time language translation to ensure cross-border communication
Real-time speech analytics to identify possible problems with customer satisfaction
Back office integration to ensure better communication both internally and externally

The Avaya Open Standard Approach

The Group Strategy Director for Maintel, Rufus Grig, commented on the exciting opportunity the new centre represents in a recent press release. He noted that Avaya has long committed to supporting open standards in the communication and collaboration landscape.

As the technology available to businesses becomes more complex, it's appealing to see a company that's willing to acknowledge it might not have the right technology stack to solve every issue. Fortunately, Avaya has broadened its ecosystem through DIY build-your-own opportunities involving tech from other vendors.

Ioan MacRae also commented that Avaya is now differentiated in the UK by an outstanding level of trust. Today's companies respect and understand the value that Avaya can bring, and now the company is taking that trust to the level with open platforms that make it easier to build the best solutions for any problem. The Guildford CEC will act as a point of reference for all UK companies who want to learn how to take their customer experiences a step further. According to MacRae, the solutions on display today wouldn't have been available before Avaya made their commitment to open standards.

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