Avaya so­lu­tions in­te­grate ac­tion­able an­a­lyt­ics, IoT, AI to drive cus­tomer en­gage­ment, rev­enue’

Voice&Data - - CONTENT - —Jean Tur­geon VP & Chief Tech­nol­o­gist Soft­ware De­fined Ar­chi­tec­ture, World­wide Sales, Avaya Inc —Vishal Agrawal MD-In­dia & SAARC, Avaya In­dia

Avaya Inc is mov­ing away from legacy hard­ware busi­ness to find its feet as a soft­ware and ser­vices busi­ness so­lu­tions com­pany. In the In­dia market, Avaya holds ground as one of the top three lead­ing com­mu­ni­ca­tion equip­ment and de­vices com­pany and has a good eq­uity in con­fer­enc­ing & col­lab­o­ra­tion space. Rid­ing the grow­ing dig­i­tal en­ter­prise market in In­dia’s emerg­ing dig­i­tal econ­omy can as­sist its re-emer­gent avatar.

Some ex­cerpts from a con­ver­sa­tion with Avaya SAARC & In­dia MD Vishal Agrawal, and Santa Clarabased Jean Tur­geon, VP-World­Wide Sales and Chief Tech­nol­o­gists SDN at Avaya Inc.

Voice&Data: What trans­for­ma­tional shifts have hap­pened at Avaya In­dia in the last 18 months?

Jean Tur­geon: At Avaya we have come a long way with our rich com­mu­ni­ca­tion his­tory. Today, we pro­vide busi­ness work- flow au­to­ma­tion over se­cure net­work in­fra­struc­ture. Cy­ber se­cu­rity is a crit­i­cal el­e­ment the world over, and our so­lu­tions are be­ing built on open ar­chi­tec­ture, which is se­cure yet fu­ture proof to a sig­nif­i­cant ex­tent. Cus­tomiza­tion needs to be em- bed­ded in open net­work sys­tems which are in­te­grated to re­ceive ar­ti­fi­cial in­tel­li­gence and an­a­lyt­ics in­puts and de­liver a in­di­vid­u­al­ized work­flow for ev­ery spe­cific case. Avaya busi­ness so­lu­tions today have evolved vastly from where it was say, three

years ago. For ex­am­ple, as a use case in hos­pi­tal­ity the cus­tomer en­gage­ment re­quires com­plex multi chan­nel in­te­gra­tion which is a step ahead of just cus­tomiz­ing to pref­er­ences. In ho­tel in­dus­try it is not just about book­ing the ho­tel room… if there is a de­lay in flight the sys­tem should be in­tel­li­gently re­spond by trig­ger­ing a range of hu­man re­sponses as a re­sult and a lot of it is in­ter­net of things (IoT), so­cial me­dia and wi fi driven in­te­gra­tion in the net­work. And that is where our dif­fer­en­ti­a­tion lies. We are re-in­vent­ing, sim­pli­fy­ing and op­ti­miz­ing the IoT and an­a­lyt­ics in the net­work via soft­ware de­fined net­work­ing mod­els with use cases in ar­eas such as agri­cul­ture, health­care, ed­u­ca­tion, e-com­merce and hos­pi­tal­ity among others.

Vishal Agrawal: In In­dia, in the last 18 months, we shifted fo­cused on re-en­er­giz­ing and en­ter­ing newer seg­ments and have built an ex­cel­lent port­fo­lio for mid­mar­ket reach. In the mid-market, we have spread our wings across In­dia. Our on­premise so­lu­tion IP Of­fice Con­tact Cen­ter (IPOCC) is per­fect for small and mid-size busi­nesses. Also, we have been fo­cus­ing on the gov­ern­ment in a big way. Today, 30% of our prod­uct rev­enue comes from the gov­ern­ment. So, that’s a fun­da­men­tal change as Avaya tra­di­tion­ally has been associated with voice-based con­tact cen­ter space. For two In­dian states of Mad­hya Pradesh and Ut­tar Pradesh we are rolling out so­lu­tions that en­able Emer­gency Re­sponse Sys­tem. In­dia is mov­ing to a sin­gle emer­gency num­ber and we have been work­ing at en­abling that. We also have a 300-col­lege net­work mod­ern­iza­tion project in Mad­hya Pradesh that is un­der­way. It is a project with a huge next gen­er­a­tion im­pact with quite a bit of an­a­lyt­ics and ar­ti­fi­cial in­tel­li­gence built in the so­lu­tion.

In­dia’s younger gen­er­a­tion is adopt­ing new tech­nol­ogy much faster. Busi­nesses have the po­ten­tial to use cus­tomer in­tel­li­gence data for rev­enue gen­er­a­tion through multi-chan­nel. That op­por­tu­nity is grow­ing with many busi­nesses in In­dia leapfrog­ging to multi-chan­nel cus­tomer en­gage­ment and we en­able those with our soft­ware and ser­vices so­lu­tion. We are mov­ing from a tra­di­tional voice-based con­tact cen­ter com­pany to a holis­tic so­lu­tions com­pany for driv­ing cus­tomer en­gage­ment.

Voice&Data: What trends do we see in In­dia’s con­tact cen­ter market, where Avaya has tra­di­tion­ally been a lead­ing player?

Vishal Agrawal: Con­tact cen­ter space has been Avaya’s tra­di­tional fo­cus with about 50-60% of its In­dia rev­enue be­ing gen­er­ated from the niche. As far as gen­eral trends go, I do not see ex­pan­sion hap­pen­ing in the num­ber of agents. What we will see, in fact we al­ready see, is an increase in au­to­ma­tion, and use of ar­ti­fi­cial in­tel­li­gence and an­a­lyt­ics to drive a seam­less, mul­ti­chan­nel ex­pe­ri­ence for the cus­tomer. Now, it is more about an ar­chi­tec­ture that cre­ates a seam­less ex­pe­ri­ence for the cus­tomer shift­ing from de­vice and en­gage­ment mode such as chat, call, email… to con­tex­tual shifts as the cus­tomer moves about the busi­ness of life dur­ing the course of the day. An en­hanced cus­tomer ex­pe­ri­ence is what busi­nesses will fo­cus on. This will hold true for all busi­nesses – large, mid size or small busi­nesses. Open ar­chi­tec­ture so­lu­tions and so­cial me­dia in­te­gra­tion in con­tact cen­ter so­lu­tions will be big in the next five years. The cus­tomer en­gage­ment is no longer a voice/ IVRS based ac­tiv­ity be it BFSI, hos­pi­tal­ity or re­tail. A call cen­ter is now just a part of the over­all cus­tomer man­age­ment. In the next 36 months, you will see a lot of ar­ti­fi­cial in­tel­li­gence get­ting in­te­grated creating a holis­tic, mul­ti­chan­nel so­lu­tions creating a seam­less ex­pe­ri­ence for cus­tomer. Large cus­tomers in In­dia are al­ready work­ing on up­grad­ing to such so­lu­tions. Con­tact cen­ter so­lu­tions are now as in­ten­sive as ERP so­lu­tions.

—Jean Tur­geon, VP & Chief Tech­nol­o­gist Soft­ware De­fined Ar­chi­tec­ture, World­wide Sales, Avaya

—Vishal Agrawal, MD-In­dia & SAARC, Avaya In­dia

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