Avaya to showcase the route to delivering experiences that matter at GITEX 2019

This October, Avaya will return to the 39th GITEX Technology Week with a line-up of game-changing solutions that encapsulate "the Art of Experience", in accordance with the expo's theme, which explains the way in which its technologies are conceived and delivered. The company will present several industry-first features that are now available as part of its open and converged Unified Communications (UC) and Contact Centre (CC) platforms; proven communications and collaboration use-cases developed in conjunction with customers and partners from across the globe; and innovative technology showcases that will provide a glimpse into the future of employee and customer experiences.

Ninety-three percent of global organisations identify Artificial Intelligence (AI) as one of the most important technologies in 2019 [1], while software-as-a-service spending in the Middle East and North Africa (MENA) region is set to grow by over 25% [2]. Having recognised these trends, at GITEX 2018, Avaya showcased its vision for bringing customer-centric innovation, in these technology areas, to market. The company is now set to continue helping enable businesses to realise the full potential of this vision at the 2019 edition of the MENA region’s largest technology trade show.

“Successfully delivering incredible customer experiences requires a discipline, openness and sense of collaboration usually reserved for the highest forms of art,” said Nidal Abou-Ltaif, President, Avaya international. “The creation of art requires nurturing a basic concept into a fully formed masterpiece through the integration and interplay of multiple elements. 

"Avaya’s approach to innovation closely mirrors this. The path-breaking solutions and use-cases we are bringing to GITEX are the realisation of ideas that have stemmed from the synergy and deep co-creation process with our customers and technology partners. These therefore have the ability to help drive incredible benefits, whether it is in delivering exceptional enterprise experiences, dramatically enhancing workforce productivity, empowering people of determination, or much more.”

Over the past year, Avaya has continued to invest heavily in its core technologies, including Avaya IX Contact Center and Avaya IX Workplace, while focusing on a true cloud-first design approach that empowers customers to choose the most effective and efficient deployment model. 

To highlight this, the company will demonstrate the latest advancements to the Avaya IX Contact Center platform. Central to these enhancements are three newly introduced modules, which help deliver comprehensive contact centre insights to enable better strategic decision-making; facilitate consistency and excellence in customer service across all touchpoints, accommodating variances in agent skill sets; and bring the back-office forward so that subject matter experts are always on hand to assist with customer queries.

Avaya will also demonstrate the latest AI-powered applications that augment workflows in both a self-service and contact centre environment. These AI elements continue to become more powerful, thanks to Avaya’s commitment to the API economy, which embraces an open standards-based approach and has helped enable the company to rapidly deploy these AI-powered capabilities to its market-leading platforms. 

A new platform, being released at GITEX, helps sets a new standard for the industry as it finally delivers on the promise of UC by bringing together all the applications, channels of communication and tools that the modern employee needs. By embedding AI, automation and analytics into a truly unified digital communications and collaboration workplace, the solution will help enable employees to focus on what’s most important, thereby elevating their experiences, increasing their efficiency and resulting in a more productive workforce.

While Avaya has continued to lead the industry in the creation and delivery of intelligent UC and CC platforms, it has also been championing the development of communications solutions that facilitate equality of experience for all. At GITEX, the company will demonstrate a solution that helps streamline communications, fosters awareness and support, provides easy access to information and enhances safety for people of determination. 

“Our work here epitomises the Art of Experience and, as with a great piece of art, it has the ability to touch lives and stir our deepest human emotions. By empowering this inspirational segment of our society, this showcase highlights the true transformative power of technology,” said Abou-Ltaif.

As in previous years at GITEX, Avaya will present ideas that aim to push technology boundaries and inspire attendees to imagine the future of employee and customer experiences. 

Ahmed Helmy, Vice-President: CTO, Avaya International, noted: “Our relentless focus on what’s next drives us to continuously enhance our core, and work with technology partners to deliver solutions that have a measurable impact on our customers’ business. Because we understand that enterprises today need flexible and scalable platforms that can easily integrate the latest technologies, we work to ensure our design approach is centred on being open, converged and cloud-ready.”

[1] https://www.avaya.com/en/about-avaya/newsroom/pr-us-190624/

[2] https://www.gartner.com/en/newsroom/press-releases/2019-03-04-gartner-says-middle-east-and-north-africa-it-spending