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Avaya | Verint
Customer Experience Week
As dining tables turn into workspaces, the need for people to connect virtually is stronger than ever. Many organisations ramp up their use of platforms boosting employee performance, connectivity and speed of conversation as they play a vital role in providing engaging customer service experiences.
Through this series of webinars, we will walk through your customers’ journey and discover ways to enhance operational efficiency while elevating customer experience. With professional speakers and subject matter experts from Avaya and Verint sharing experiences and use cases, you will be able to identify strategies from understanding your customers’ needs better, equip staff with consistent knowledge, detect potential risks, authenticate customers quicker, and gain insights into your team’s activities.
Webinar #1: Super Knowledgeable
Customer service requests are more complex. Your staff are under ever-increasing pressure to answer requests with accurate and relevant information – and do it fast.
- Speakers
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Tim Matthews
APAC Solution Lead
Digital and Self Service, Verint -
Dennis Fang
SE Manager
Hong Kong & Taiwan, Avaya
To respond to these challenges, today’s knowledge model must deliver information at the speed of conversation; must be embedded in your customer facing-processes; and must be consistent across every contact channel. Latest generation knowledge management technology are doing this by harnessing contextual knowledge driven by technologies such as real-time speech analytics to deliver zero-click knowledge-as-a-service. In this webinar, watch how organisations are using the combined powers of Avaya Workspace and Verint Knowledge Management to deliver knowledge-as-a-service to customers and staff.
Webinar #2: Super Productive
Gain insights and improve productivity of your remote workforce in Middle and Back Office to reduce costs without compromising your customer and employee experiences. Facilitate compliance, address data privacy within your contact centre environment via interactions with phone and desktops.
- Speakers
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Tarun Mahajan
Director Consulting – Asia Pacific, Verint -
Kenny Wong
Business Development Director
IX WEM, APAC, Avaya
Our Remote Agent Model and Desktop Performance Analytics (DPA) solutions focus towards ensuring standards are being met and customer interaction officers (agents) are offered the appropriate support, training and mentoring required to navigate challenges encountered as a part of their task based work environment.
Webinar #3: Super Connected
Customers today expect faster interactions and are frustrated by too many security questions. Is your contact centre equipped with authentication that improves customer experience and security? Find out how organisations elevate CX while authenticating customers faster, in real time and across multi-channel. Detect fraud in a shorter time and with lower costs during live calls at Contact Centre, or on self service mode on IVR or mobile app.
- Speakers
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Aditya Dang
Senior Manager, Business Development / Alliance – Asia Pacific, Verint -
Tan Meng Teck
Regional Director
IX Solutions Sales, APAC, Avaya