Avaya | Verint
Customer Experience Week (India)

Through this series of webinars, you will discover ways to enhance operational efficiency while elevating customer experience. With professional speakers from different organizations presenting on specialized areas, you will be able to identify strategies to understand customers’ needs better, equip staff with knowledge, relay accurate information to customers, detect potential risks, authenticate trustable customers, ensure confidentiality and privacy of customers as well as gain insights into staff’s activities while they work from home.

Webinar 1: Super Insightful


Synopsis:

Discover how you can understand your customers’ needs and find ways to solve problems encountered more effectively while also ensuring compliance with regulatory requirements and SLAs.

  • Speakers
  • Nilesh Marathe
    Digital Engagement Solution Sales Leader, Avaya India
  • Tim Matthews
    APAC Solution Lead
    Digital and Self Service, Verint

Webinar 2: Super Knowledgeable


Synopsis:
  1. How you can equip your staff with knowledge even while they work from home.

  2. How to deliver accurate and relevant information to customers through an effortless user experience.

  • Speakers
  • Venkat Swaminathan
    Contact Center Specialist, Avaya
  • Sunil Aryan
    Director-Practice Asia, Verint
  • Guest Speaker
  • Ms. Ankita Rathod
    SVP & Global Head – Training, Quality, Transition & Implementation, Startek

Webinar 3: Super Productive


Synopsis:

Learn how to facilitate compliance, address data privacy, and gain visibility into employees’ desktop activities to improve operational efficiency while enhancing customer experience.

  • Speakers
  • Gavin Rodrigues
    Domain expert - Workforce Engagement Solutions, Avaya
  • Sunil Aryan
    Director-Practice Asia, Verint
  • Joel Murray
    Consultancy Practice WFM and Performance Management, Verint APAC
  • Guest Speaker
  • Amitabh Srivastava
    General Manager, IS, Sony India Pvt ltd

Webinar 4: Super Intuitive


Synopsis:

Identify how to monitor ongoing risk exposure and coaching opportunities through detection of crisis-related phrases. Gain deeper insights into all of your calls while managing compliance risk. Gain actionable insights from the gold mine of call recordings to discover about customer satisfaction, customer churn, competitive intelligence, service issues, agent performance and campaign effectiveness.

  • Speakers
  • Saurabh Lakhanpal
    Domain Specialist – Customer Experience Solutions, Avaya
  • Prashant Pandey
    Practice Head- Customer Analytics, Verint
  • Guest Speaker
  • Ratan Kesh
    Head - Retail Operations and Service, Axis Bank

Sign up to watch our on-demand webinars

  • Webinar 1: Super Insightful

    Webinar 2: Super Knowledgeable

    Webinar 3: Super Productive

    Webinar 4: Super Intuitive

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