Page 7 - Avaya Extra Q3 2018

3rd Quarter 2018
Avaya Taps Industry Veteran Dino Di Palma For New Role as President, Strategic Partners
& Global Accounts
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and innovation in unified communications, contact center, collaboration and mobility with solutions and services firms that pave the way in thought leadership and business transformation will drive significant value for mutual customers.
“Building strong and strategic partnerships, and making Avaya part of the DNA of other industry leading technology solution providers, puts us
at the forefront of the digital transformation that companies worldwide are undertaking,” said Di Palma. “Avaya continues to expand its capabilities in emerging technologies, cloud-based solutions and investing in innovation. Integrating our efforts,
Avaya Redoubles Commitment to Leading the Industry’s Digital Transformation with Strategic Moves Accelerating Innovation
Santa Clara, CA - Avaya Holdings Corp. (NYSE:AVYA) has announced strategic
moves that highlight its continued focus on innovation and accelerate its momentum in driving customer success. Avaya has formed
a new Innovation Incubator led by Laurent Philonenko, SVP, Innovation. Chris McGugan, who recently re-joined Avaya, will assume Philonenko’s former role as SVP, Solutions and Technology. McGugan’s deep domain knowledge of communication technologies coupled with his
including joint development and go-to-market strategies with key partners, will enable us to better meet customer needs across a wide range of vertical markets globally.”
“With Dino Di Palma, we are adding a recognized leader and proven visionary in
global cloud and communications solutions
to lead Avaya’s charge in this area,” said Jim Chirico, Avaya President and CEO. “He brings a unique understanding of the customer, and how technology innovation can address their rapidly evolving business needs. Dino also brings a disruptive, entrepreneurial and winning mindset, based on his extensive experience as leader and proven track record.”
Prior to joining Avaya, Di Palma was chief revenue officer at Broadsoft, leading the company’s global sales operations. He has also held leadership positions overseeing global sales and business development, customer service and support, and manufacturing operations at Benu Networks and Acme Packet, prior to its acquisition by Oracle.
For more information, please visit www.avaya. com. l
passion about delivering solutions that enhance business outcomes will benefit Avaya’s portfolio and go to market capabilities.
“Avaya’s transformation is rapidly progressing, solidifying the foundation for growth,” said Jim Chirico, Avaya’s president and CEO. “Our results consistently demonstrate that we maintain a best- in-class operating model, we continue to execute with speed, precision and accountability, and
we seek to deliver industry leading capabilities that will dramatically improve the customer journey. The Avaya Innovation Incubator enhances our position as a technology leader and ensures continued relevance of the solutions and offerings in our roadmap and skills to drive success for Avaya, our customers, partners and shareholders.”
The Avaya Innovation Incubator is chartered with creating new, disruptive solutions in the market, such as the recently announced Avaya Mobile Experience. The Incubator will focus on mobility, security and artificial intelligence in particular, drawing on input from customers, partners, internal development and a future planned ecosystem to foster promising start-ups and entrepreneurs.
For more information, please visit www.avaya. com. l
Telecom Reseller: Extra Report on Avaya 7 Avaya Wins Gold for Business
Intelligence and Analytics in the 13th Annual 2018 IT World Awards®
Avaya Customer Happiness Index and Behavior Pattern Analytics are Honored as one of The Information Technology Industry’s Coveted Best Products
Santa Clara, CA - Avaya Holdings Corp. (NYSE:AVYA) has announced that Network Products Guide, one of the industry’s leading technology research and advisory guides,
has named Avaya a Gold winner for Business Intelligence and Analytics in the 13th Annual 2018 IT World Awards®. These industry and peer recognitions from Network Products Guide are premier information technology awards honoring achievements across every facet of the IT industry.
“Avaya has transformed its unified communications and contact center platforms to integrate emerging disruptive technologies to help greatly improve a companies’ ability
to enhance their customer experience,” said Chris McGugan, SVP of Solutions & Technology, Avaya. “By enabling organizations to immediately benefit from the enormous volumes of historical and real-time data
they have to better understand customer satisfaction, Avaya is turning that data into actionable insight and concrete results for businesses and government agencies. We
are honored to be recognized by IT World Awards with this esteemed industry and peer recognition.”
The Avaya Happiness Index on Blockchain enables organizations to dynamically manage the customer journey to achieve greater satisfaction. Developed in partnership
with Avanza Innovations, this unique
solution securely collects and automatically analyzes customer interaction data from multiple sources across all channels in real time, harnessing innovative technologies in the areas of blockchain, artificial intelligence and advanced data analytics to transform customer experience.
The blockchain infrastructure securely collects and shares anonymous customer interaction data from a network of peers,
while the real-time automated analysis of speech and text (chat, IM, email and SMS) interactions instantly identifies behaviors and trends, accelerating an organization’s ability to anticipate requirements and proactively respond to customer demands.
An annual achievements and recognition awards program with active participation
from a broad spectrum of industry voices, the annual IT World Awards recognition program encompasses the world’s best in organizational performance, products and services, hot technologies, executives and management teams, successful deployments, product management and engineering, customer satisfaction, and public relations in every area of information technology.
More than 80 judges from a broad spectrum of industry voices from around the world participated and their average scores determined the 2018 award winners. Winners will be honored in San Francisco on Monday, July 30, 2018 during the annual SVUS Red Carpet Awards Ceremony Dinner in San Francisco attended by the finalists, winners, judges and industry peers.
ABOUT NPG’S IT WORLD AWARDS
As industry’s leading technology research and advisory publication, Network Products Guide plays a vital role in keeping decision makers and end-users informed of the choices they can make in all areas of information technology. The Annual IT World Awards is part of the SVUS Awards® recognition program from Silicon Valley in the United States of America which also includes other programs such as CEO World Awards, Consumer World Awards, Customer Sales and Service World Awards, Golden Bridge Awards, Globe Awards, Info Security PG’s Global Excellence Awards, Pillar World Awards, PR World Awards, and Women World Awards. To learn more, visit www. networkproductsguide.com.
For more information, please visit www. avaya.com. l
New Workforce Optimization Suite for Avaya Contact Centers Advances Customer Engagement and Data Privacy
Introduces new tools that improve the customer experience, operational and employee effectiveness and helps enterprises address GDPR requirements
Santa Clara, CA - Avaya Holdings Corp. (NYSE:AVYA) has introduced a new version of the Avaya Workforce Optimization
suite, which improves service quality, operational and employee productivity and data privacy with a series of new features
and tools. This major software release helps companies transform customer engagement and comply with existing and emerging industry regulations such as the General Data Protection Regulation (GDPR).
IDC research commissioned by Avaya found that employee productivity is a key driver of digital transformation – a necessary step that sets the groundwork through which enterprises are better prepared to achieve the higher revenue growth associated with a better customer experience. While optimizing the
customer experience and service delivery is critical to winning and keeping business, only 28 percent of companies believe they integrate customer communications with fulfillment and delivery extremely well.
“While more and more companies understand that providing a great customer experience is good business, many have a long way to go to bringing all the parts together that make that a reality,” said Chris McGugan, Avaya SVP, Solutions and Technologies. “Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and back office processes. Avaya Workforce Optimization helps ensure that the employees engaged in service delivery meet the standard of excellence that customers expect and deserve, and helps drive business profitability and growth.”
Avaya Workforce Optimization also addresses a key concern of enterprises and customers around the world today: securing personal data
and keeping it private. Driven by the European GDPR requirements, Avaya strengthened data privacy with the newest features to help securely record, process, archive, and protect customers’ personal data to reach compliance goals.
Other notable features included in the latest Avaya Workforce Optimization release enable enterprises to:
Improve operational effectiveness and accuracy with real-time speech analytics – Calls can be monitored in real-time to detect words and phrases of interest and to drive interactions to better outcomes.
Improve customer and employee satisfaction – Supervisors and quality managers become better coaches and improve employee engagement through automated quality management, speeding scoring for some or all questions on evaluation forms.
Improve data privacy and regulatory compliance – Enterprises can safely record, archive and protect personal data through
advanced, 256-compliant encryption,
Payment Card Industry Security (PCI), data identification and tagging and identify consent/ no consent situations to help ensure GDPR compliance.
“Our quality assurance staff can now quickly adjust to customer needs, “ said Michael Lazarus, Information and Communication Technology (ICT) Manager, HomeChoice. “If people struggle to access something on our website or think that a feature is not user- friendly, we hear about it immediately from calls, surveys, and quality assurance scores, and can start to implement the desired changes straightaway. Because we are able to provide better service, our customers are even more satisfied than before.”
Read the HomeChoice case study at https:// www.avaya.com/en/case-studies/homechoice_ details/
For more information, please visit www. avaya.com.