Avaya is taking a slightly different approach to delivering customer experiences to business customers across the world. According to the tech giant, the customer interaction is now more important than the product or service the customer is buying.
Experience Builders globally aligns Avaya’s services, partners and developers into an ecosystem designed to help enterprises build better experiences for employees and customers. The ecosystem is designed to meet the new and evolving needs of customers and will be delivered through the Avaya OneCloud platform.
And what does that ecosystem look like exactly? Avaya has over 250 technology partners, 32,000 companies in their DevConnect programme, and 7,200 channel partners and agents helping Avaya get these ‘experiences’ into the hands of businesses across the globe.
Jim Chirico, CEO, Avaya, said: “Enterprises are looking to Avaya for specific expertise in building those better experiences. They can’t be delivered with monolithic apps in a cloud world.
They must be composable. Experience Builders can deliver the tailored, engaging and effortless communications and collaboration that enable businesses to create deeper relationships with customers and drive new sources of revenue”
So what is a ‘composable experience’? This is where Avaya is combining its technical expertise with that of an ISV partner and then using the vertical expertise of an alliance or channel partner to create unique and engaging solutions for customers.
UC Today spoke to Simon Harrison, CMO of Avaya; Brett Shockley, CEO of Journey and strategic alliance partner; and Zeus Kerravala, Principal Analyst at ZK Research to dig a little deeper into the Experience Builders announcement and what it means for Avaya’s customers and partners.
