Future of Customer Service: Avaya’s Unified Approach and Innovations

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Can enterprises truly achieve in-year ROI from their CX investments through AI integration? Join us as we uncover the future of customer experience with Avaya's experts, Jay Patel and Giselle. They shed light on the critical importance of a unified view of customer interactions to enhance user and brand experiences. We also discuss insights from Avaya Engage, where customers like Access Bank share their innovative approaches to customer service. Learn how the shift from understanding to implementing innovation without disruption is reshaping the CX landscape.
Explore the latest AI trends transforming customer experience, from the integration of Verint's workforce management to leveraging Google's AI capabilities. Jay and Giselle discuss the shift from reactive to proactive customer interactions, the democratization of AI, and the cautious yet innovative application of Generative AI for internal efficiencies. Discover the emphasis on employee experience amidst these advancements and the evolving landscape of CX metrics and KPIs. We also delve into the strategic shift towards flexible, scalable cloud deployment solutions, ensuring cost-effectiveness and the integration of best-of-breed capabilities to meet diverse customer preferences.

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Bölümler

1. Future of Customer Service: Avaya’s Unified Approach and Innovations (00:00:00)

2. Navigating Customer Experience Challenges and Solutions (00:00:01)

3. AI Trends in Customer Experience Transformation (00:17:16)

4. Measuring ROI and Cloud Deployment Solutions (00:26:25)