Customer Journey Analytics

Adopting customer journey analytics means businesses must support a powerful, real-time visualization of the customer journey across all lines of business, not just the contact center. The key is investing in an extensible, omnichannel customer engagement solution. Learn how you can support strategic business initiatives using modern visualization and data processing techniques.

Future of Automation

The “average” customer isn’t so average anymore: customers today expect responses wherever they are, through the device and channel of their choice. Platforms such as Snapchat, Twitter, WhatsApp, Facebook, and many more, have changed how companies interact with customers. How do you support engagement on so many different platforms, and still provide consistent, timely service? When does automation make sense, and when is a live agent the best option? This session will show you how you can use artificial intelligence to take some of the load off your business while continuing to deliver world class customer service.

Internet of Things (IoT)

The Internet of Things (IoT) is revolutionizing the way we interact with just about everything. With the Breeze development platform, Avaya is revolutionizing how we interact with communications. . This session will show you how to add IoT into Breeze to create powerful workflows that connect machines to humans and humans to machines, enabling organizations to provide differentiated customer experiences, not only though their digital channels but also in their physical premises. Leveraging our UC portfolio by integrating new technologies such as Video analytics, Chatbots, Digital Signage, Biometrics, IOT, and artificial intelligence, allows us to offer the next generation of secure, efficient, and personalized customer experiences.

Future of Blockchain

Many organizations today are struggling to turn the huge volumes of data they have about their customers into actionable insight. By selectively filtering offline data and monitoring real-time data sources, organizations can dynamically measure customer satisfaction levels and transform experiences to meet their satisfaction level objectives.

The Happiness Index on Blockchain shows for the first time ever how disruptive technologies, including blockchain, artificial intelligence and advanced data analytics, can be harnessed to transform customer experience.

The Index, developed in partnership with Avanza Solutions, shows how companies and government organizations can leverage blockchain to securely collect and integrate data from multiple sources, such as different contact centers, emails, social media, web and chat platforms.

Artificial Intelligence

Customers are reaching out to businesses across an increasing number of new digital channels. Making effective use of these channels involves many of the concepts of traditional contact centers like self-service, routing, analysis, and agent desktops. In addition, there are new issues to consider like per channel privacy considerations and context driven service restrictions. In this session we will cover strategy and best practices for leveraging new digital channels in your contact center. We will review a step by step approach from initial connectivity to full self-service implementation through channels like Facebook Messenger, Twitter, leveraging analysis and AI automation such as chatbots.