National Post (Latest Edition)
COVID-19 Stimulated Digital Transformation— Avaya Canada Can Help
Avaya Canada helps organizations improve employee and customer experiences and adapt to new ways of working.
Whenthecovid19 pandemic h it , about half of Hydro Ottawa’s employees immediately moved to working from home, including its customer contact agents. The company worried what impact the disruption would have on such a vital piece of its operations.
In less than a week, Avaya Canada, a global leader in digital communications and collaboration, deployed a cloud- based Contact Centre as a Service (CCAAS) solution that enabled Hydro Ottawa employees to safely work from home, with no disruption to customer service or employee productivity.
“Digital transformation helps organizations deliver a more effective, efficient, and personalized customer experience. Covid-19 has made digital transformation even more critical and has accelerated the digital transformation journey for public organizations and private companies,” says David Robertson, President of sales and managing Director of Avaya Canada.
Turning to digital solutions
The pandemic has propelled organizations to turn to digital solutions in order to keep employees working and to continue to serve clients, customers, and constituents. Now, they are evaluating their strategies to see how they can take their digital transformation to the next level.
This can include tools such as an artificial intelligence (AI) self- service chatbot, which can help a customer quickly find the information they need, or AI tools that listen to conversations between a contact centre agent and customer and provides the agent with the necessary information to create a better experience for the customer.
Such tools can also help improve employee productivity and collaboration. Avaya spaces, an all-in-one video collaboration app for the digital workplace, changes the way working gets done. It helps bring together distributed groups of people instantly with immersive work spaces where they can message, meet, share content and manage tasks from a browser or mobile device, and provides an easy, secure and effective way to collaborate in the cloud.
“Companies need next- generation, creative strategies to move along on their digital transformation roadmap and build on what they already have,” says Robertson. “That’s the journey, which by the way, never ends, because technology is evolving at such a rapid pace.”