Delivering a differentiated customer experience is an ongoing challenge for enterprises. The transformation from call center to contact center was a step in the right direction, bringing seamless omnichannel experiences to customers and putting powerful communications tools in the hands of employees to better serve those customers.
But today, customers expect more than being able to conveniently contact businesses and organizations on the devices of their choice; they want real connections that unify experiences and build relationships with the brands and organizations they trust.
In this TechRadar Pro interview, Tony Lama, SVP and GM at Avaya Software, explains how Avaya is breaking down data and technology silos to help modern enterprises deliver superior customer and employee experiences across the entire customer lifecycle.
Avaya Infinity unifies data, personalizes experiences, and transforms engagement to deliver continuous customer journeys across every touchpoint.
The customer journey doesn’t begin and end in a contact center. Customers engage with your brand on mobile apps and websites, in physical locations and branch offices, with remote employees and field service engineers, and in the contact center.
Today, these interactions are all managed with diverse technologies operating in silos that create barriers to meaningful engagement between your customers and employees and result in a disjointed customer journey that jeopardizes these relationships.
Avaya Infinity brings those technologies and capabilities together and empowers the people managing your engagements to architect personalized experiences and effectively address the needs of your customers. The platform injects AI and intelligent orchestration into existing enterprise platforms, leveraging the latest large language models (LLMs) and conversational AI technologies in a single, unified platform.
It allows business users to automate and personalize both the customer experience and the employee experience without the need for extensive IT involvement or complex development cycles. Users with minimal technical expertise can manage, optimize, and evolve workflows, accelerating time to value while reducing operational overhead. This architecture provides freedom and flexibility, ensuring a secure, unified, and personalized experience, making every interaction more meaningful.
For more than a decade, the cloud has been a great on-ramp for organizations to quickly adopt new technologies and increase agility. While the public cloud remains a great option for many, it is not a panacea for every business need or scenario. For example, many enterprises in highly regulated industries and government organizations with stringent security requirements still need to operate on-premises data centers and private cloud environments.
The Avaya Infinity platform allows enterprises to modernize their communications technology stack without having to rip and replace existing infrastructure. At the core of Avaya Infinity platform is a unified, modern architecture built on Kubernetes that maximizes deployment flexibility with cloud, on-premises, and hybrid options delivered in a SaaS-like cloud operating model.
Watch the full interview now to discover how Avaya helps businesses break down silos, tap into the infinite potential of AI, and truly connect with customers at every step of the customer journey.
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