Page 29 - SAMENA Trends - December 2023

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Avaya Helps UK and Ireland Enterprises Deliver

AI-Powered Innovation Without Disruption

Avaya, a global leader in customer experience solutions of top brands from diverse industries.
demonstrated how United Kingdom and Ireland brands can infuse In Ireland, among other top government and private organizations,
artificial intelligence (AI) into the experiences they deliver without Avaya supports RelateCare, a leading provider of innovative
disrupting existing operations. At the JOURNEYS with Avaya event, healthcare consulting, administrative and clinical support solutions.
held in London, Avaya CEO Alan Masarek said that UK and Ireland RelateCare has continued to expand its investment in Avaya contact
enterprises, like their global counterparts, are increasingly turning center and workforce optimization solutions as part of its focus on
to Avaya to help them fully realize the promise of AI within the enhancing client and patient experience. Masarek said that these
customer experience industry. With these organizations running large-scale, consumer-facing organizations feel the most pressure
“bullet-proof”, premise-based Avaya contact center estates, he from customers to modernize the experiences that they deliver.
said that “Avaya is able to infuse AI into the experience without “These customers are moving quickly to get digital experiences
disrupting what’s already working well”. “Our UK and Ireland right. They want to add new capabilities like AI and chatbots, but
customers are demonstrating the immense potential for customer- they don’t want to give up their existing solutions. That’s why we
specific and industry-optimized AI solutions. We’re supporting aim to meet our customers where they are on their innovation
those customers as they seek to bring these innovations, on a large journeys,” he said. Demonstrated at JOURNEYS with Avaya was
scale, into their contact centers to address their own customers’ the company’s ability to deliver such innovation without disruption.
most pressing challenges,” he said. According to Frost & Sullivan, Product showcases included Avaya Experience Platform, which
in 52% of UK organizations, CX improvements are one of the main empowers organizations to access omnichannel voice and digital
drivers for implementing AI technologies. Such improvements channels, as well as AI capabilities and more from the cloud –
represent a pressing industry challenge; as call volumes for while leveraging their existing on-premises infrastructure for voice
most UK and Irish contact centers increased over the course of routing, call handling, and more. Another solution demonstrated at
2023, while call abandonment and the average time for an agent the event was Avaya Enterprise Cloud, which was recently adopted
to answer reached an all-time high. “UK and Irish organizations by Kura, the UK’s largest independent outsourcer. The solution
recognize the fundamental importance of delivering frictionless enables Kura to offer its clients – including leading energy and
experiences to customers. They aim to harness a seamless stack financial services companies – complex inbound and outbound
of UC, CX, and AI applications and focus on deploying analytical contact center services on a robust platform hosted in a dedicated
tools at scale and reducing the time it takes to introduce self- cloud instance with options to add services such as speech
service applications. To modernize their contact centers, large analytics, digital and social channels and secure PCI payments as
organizations in particular opt for a ‘lift-and-shift’ method, avoiding required. “From readying us for initial go-live, to leveraging all the
the ‘rip-and-replace’ approach to existing estates.,” said Alexander advanced features and innovation, and training us to become fully
Michael, Vice President, ICT Practice Leader, Frost & Sullivan. autonomous, Avaya, with its Avaya Customer Experience Services
Enabling Innovation Without Disruption Across the UK and Ireland (ACES), has been key in guiding and supporting us in our journey,
Avaya counts the NHS, top high street banks, and leading telecom and we are looking forward to realizing the full potential of this new
service providers among its customers – along with a large number solution,” said Janine Hunt, Client Partnership Director, Kura.

AT&T to Deliver Fiber Powered Broadband Access
to More Than 2,100 Customer Locations in The
Town of Egg Harbor

The Town of Egg Harbor announced a project with AT&T to expand
AT&T Fiber to more than 2,100 customer locations in the Town of
Egg Harbor. “We are excited about this collaboration with AT&T to
bring high-speed broadband to the residents of Egg Harbor,” said
Steve Schopf, Egg Harbor Town Chair. “In today’s digital age, fast
connectivity is crucial to everyday life. Bringing AT&T Fiber to Egg
Harbor is a great step forward in continuing to improve the quality
of life for residents, businesses, first responders and visitors in
our community. A special thanks to our Broadband Task Force
for the endless hours they put into researching and finding the
right partner for the Town of Egg Harbor.” Under the agreement,
AT&T will invest $6 million in the project to provide fiber services
29 DECEMBER 2023