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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.

- Business · Tech Trends · Tech · Business Software · Software · Technology Industry · Business Trends · Infectious Diseases · Industries · Health Conditions · Ottawa · Customer Service · Avaya · Hydro Ottawa

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.”

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 ??  ?? David Robert­son Pres­i­dent of Sales & Man­ag­ing Di­rec­tor, Avaya Canada
David Robert­son Pres­i­dent of Sales & Man­ag­ing Di­rec­tor, Avaya Canada

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