The Avaya Innovation Maturity Model
 Actionable insights and recommendations at your fingertips

Measure your innovation readiness with the Avaya Innovation Maturity Model.

  • Complete the survey below
  • Receive your detailed Benchmark Report
  • Join a free Innovation Workshop/Consultation

Avaya look forward to helping you on your Innovation Journey.


    • General

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    • Innovate

    • Today
      Planned
      No plan
      Conversational IVR (NLU)
      Today
      Planned
      No plan
      Visual IVR
      Today
      Planned
      No plan
      Voice Biometrices
      Today
      Planned
      No plan
      Provide call back options
      Today
      Planned
      No plan
      Chat Bot
      Today
      Planned
      No plan
      Speech & Text Analytics
      Today
      Planned
      No plan
      Sentiment Analytics
      Today
      Planned
      No plan
      Enterprise Knowledge Management
      Today
      Planned
      No plan
      Workforce Management Tools
      Today
      Planned
      No plan
      Quality Management Tools
      Today
      Planned
      No plan
      Business Intelligence (BI Tools)
      Today
      Planned
      No plan
      Robotic Process Automation (RPA)
      Today
      Planned
      No plan
      Desktop Process Analytics (DPA)
      Today
      Planned
      No plan
      Big Data
      Today
      Planned
      No plan
      Outbound campaign automation (Dialer)
      Today
      Planned
      No plan
      Move to cloud based solutions
      Today
      Planned
      No plan

    • Communicate

    •  
      Not very effective
      Somewhat effective
      Highly effective
      Efficient IVR Structure
      Not very effective
      Somewhat effective
      Highly effective
      Ease to authenticate
      Not very effective
      Somewhat effective
      Highly effective
      Personalisation of the experience
      Not very effective
      Somewhat effective
      Highly effective
      Self service options
      Not very effective
      Somewhat effective
      Highly effective
      Waiting experience
      Not very effective
      Somewhat effective
      Highly effective
      Call back options
      Not very effective
      Somewhat effective
      Highly effective
      Ease to reach an agent
      Not very effective
      Somewhat effective
      Highly effective
      Post call survey
      Not very effective
      Somewhat effective
      Highly effective
    • Today
      Planned
      No plan
      Voice
      Today
      Planned
      No plan
      Click to call (Web calling)
      Today
      Planned
      No plan
      Video
      Today
      Planned
      No plan
      E-mail
      Today
      Planned
      No plan
      Live Chat
      Today
      Planned
      No plan
      Social Media
      Today
      Planned
      No plan
      WhatsApp
      Today
      Planned
      No plan
      Apple Chat
      Today
      Planned
      No plan
      Line
      Today
      Planned
      No plan
      WeChat / Weibo
      Today
      Planned
      No plan
      Visual IVR
      Today
      Planned
      No plan

    • Differentiate

    • Agree
      Disagree
      Customers have complete channel freedom to interact with us
      Agree
      Disagree
      Customers can set their own language and menu options when calling us
      Agree
      Disagree
      Customers are presented with menus and options relevant to their profile
      Agree
      Disagree
      Agents are presented with all important information for each customer
      Agree
      Disagree
      Offers are tailored based on each customers profile
      Agree
      Disagree

    • Automate

    • Integrate

    • Low maturity
      1
      2
      3
      4
      5
      High maturity
      1
      2
      3
      4
      5

    • Operate

    • Not likely
      1
      2
      3
      4
      5
      Highly likely
      1
      2
      3
      4
      5

    • Evaluate

    • Do not agree
      Somewhat agree
      Fully agree
      All negative interactions are analysed
      Do not agree
      Somewhat agree
      Fully agree
      Customers who leave negative feedback are proactively contacted
      Do not agree
      Somewhat agree
      Fully agree
      Appropriate improvement actions are identified and tracked
      Do not agree
      Somewhat agree
      Fully agree
      We have a dedicated team who are responsible for customer satisfaction
      Do not agree
      Somewhat agree
      Fully agree

    • Translate

    • Yes
      No
      Do you have a data strategy?
      Yes
      No
      Is there a defined data strategy owner?
      Yes
      No
      Do you have a data analytics tool?
      Yes
      No
      Do you have data analytics team?
      Yes
      No
    • Agree
      Disagree
      Agents have real time access to view their performance
      Agree
      Disagree
      Supervisors have a detailed view of their teams performance
      Agree
      Disagree
      Supervisors are able to create custom agent & Q performance reports
      Agree
      Disagree