On-Demand: Digitally Transforming the Customer Experience. Moving from What You Have to What Your Customers Expect

In a recent contact center benchmarking report[1], 42% respondents indicated a decline in voice-based customer services and 87% increase in non-voice customer service engagement. The next generation tech-savvy customer prefers digital channels in the form of social media, web chat, email, and self-service channels to phone-based conversations. For contact centers, the message is clear, digitally transform or face extinction. What may not be clear is how to make this transformation. Avaya can help.

Join leading communications industry analyst and strategic consultant, Sheila McGee-Smith and Avaya senior director Engagement Solutions, Karen Hardy, as they discuss:

• The importance of multi-touch customer experiences
• How data and analytics re-shape customer service outcomes
• How Avaya Oceana™ can innovate, optimize and future-proof your customers’ journey