One of the best decisions business leaders can make is taking advantage of communications capabilities to help drive speed, efficiencies, and competitive advantage. In order to seize the full potential of what your organization can do, it’s important to take into account all that has changed in our world in recent years. Here are some of the major trends and changes we have seen…
The experience economy, a term coined by Joe Pine, represents the natural evolution of taking what was once a good or commodity and making it an experience. We have been on this trajectory for some time as the world grows more interconnected, more data is generated, and customer expectations continually rise. Everything about how we live has dramatically changed and become more experiential in nature. We no longer want a simple cup of coffee; we expect the perfectly swirled foam topping and cozy surroundings that make a difference in our day. The experience economy is the culmination of this. To compete on the experience economy, businesses must place the highest value on the experience that a customer or employee has, and the memories and emotions associated with it.
The total experience, a concept coined by Gartner, recognizes that customer experience does not occur in a silo; multiple facets come together to create the overall experience for every customer. For instance, prompt and friendly help from an agent can be overshadowed if it takes an extended series of confusing prompts to reach that person. And if that agent is frustrated by their own technology, that also comes through the customer. Hence, the total experience is the combined the customer experience, employee experience, user experience, and multiexperience (as the various modalities, digital touchpoints, apps, and devices come together). It’s no longer “just” about customer experience, it’s the full integrated experience, where these core pillars intersect in vital ways.
Intelligence everywhere is perhaps the greatest enabler of experiences. From automation to augmentation, from bots to sentiment analysis, Artificial Intelligence can help streamline the shopping experience, and speed emergency response to citizens in need. It helps you know your customers better, identify and fulfill their needs more quickly, and streamline processes to create efficiencies every step of the way.
Create effortless, memorable experiences with the Avaya OneCloud platform.
To pivot toward the experience economy, companies need a total experience strategy that that focuses on all stakeholders and user experiences, leveraging the latest capabilities and toolkits to create seamless experiences for all. This is best achieved with a converged platform approach that enables you to compose experiences rather than simply integrate them. In this scenario, the cloud is a toolkit, not a destination. The Avaya OneCloud™ Experience Platform is the right approach to deliver the total experience. It incorporates the breadth of our solutions: Avaya OneCloud CCaaS, Avaya OneCloud UCaaS, Avaya OneCloud CPaaS, and Avaya Workstream Collaboration. It is built for pure cloud innovation, delivering speed to value; experiences composability through award-winning CPaaS; and communications enhancement with the benefits of the cloud in terms of design, scale, and resilience. It empowers disruptive benefits without disruption to your business.
At the heart of the Avaya OneCloud platform, our patented, cloud-based media processing technology powers a single cloud architecture that enables businesses to easily create and deliver personalized experiences to their employees and their customers. This Avaya Media Processing Core enables our four industry-leading technology portfolios of CCaaS, UCaaS, CPaaS, and Workstream Collaboration to act together as one and unlocks the full potential of your organization’s communications:
- Converge siloed CCaaS and UCaaS to break communication barriers between the contact center and other areas of business (ex: a contact center agent can start a live chat session with a department head to obtain information for an upset customer. The manager can provide context of the situation and upload documents to fill information gaps and accelerate problem solving. This can all be done in real-time while the customer is on the line, no holding or transfers needed). This segment of the global contact center software market is expected to experience the fastest CAGR between 2022 and 2030.
- Leverage AI-powered capabilities like noise cancellation, closed captioning, background removal, and image sharpening to elevate user experiences. Eliminate all background noise in your environment with the click of a button. Remove reverberations from audio using state-of-the-art AI models, restoring clarity to your voice during a call. Enable real-time transcription to document conversations as they take place. The possibilities are endless.
- Create custom workflows on top of your CCaaS and UCaaS solutions using CPaaS, converting month/year projects into days or weeks. Build a custom phone system with the functions you need like automatic speech recognition, text-to-speech, and call analytics and avoid paying for features you don’t need. Custom build all the messaging capabilities you want such as multimedia messaging, two-way SMS, and polling and surveying. If you can dream it, you can build it!
The Avaya OneCloud platform also benefits from an expansive set of capabilities delivered through our broad partner ecosystem As each customer’s business need is different, they can tailor a solution that is just right for them. Click here to see how Canadian customers are leveraging solutions from partners like Google and Salesforce with Avaya.
The Avaya OneCloud platform blows the lid off how customers and employees can communicate, but you may find yourself needing some development support. This is precisely why we launched Avaya Experience Builders. This is an ecosystem of Avaya customers, partners, developers, and other experts that brings together every resource, skill set, and technology possibility to help craft solutions for all types of problems, from simple to complex. It’s everything you need, all in one place. Click here to see how our Experience Builders helped one university create a custom experiential learning platform that changes how its students learn and professors teach.
Avaya provides everything you need to compete and win in a new world of experiences. Get in touch with us to learn more.