Avaya is experiencing growing momentum for its customer experience solutions in India, driven by enterprises eager to integrate artificial intelligence (AI) into their customer service.
Avaya CEO, Alan Masarek, highlighted the significant role of Avaya’s R&D teams in India in driving AI innovations worldwide. He also noted an increased interest in AI technologies such as ChatGPT in Indian contact centres.
Avaya’s unique approach to cloud integration and its recent collaboration with the Magic Bus India Foundation, aimed at enhancing youth skill training, are also contributing to its prominent role in the Indian market.
- Avaya is experiencing increased demand for its solutions in India, particularly among enterprises looking to incorporate artificial intelligence into customer experience.
- Avaya has a significant presence in both government and private sector enterprises in India, with a third of its engineers based in the country.
- Avaya’s unique approach of allowing businesses to access cloud innovation without disruption and its AI-powered contact centre platform have gained momentum with customers in India.
India’s Accelerated Drive Towards AI in Customer Experience
India’s enterprises are rapidly embracing artificial intelligence (AI) in customer experience, with Avaya, a global leader in customer experience solutions, reporting a surge in demand for its AI-powered solutions. The announcement comes following Avaya CEO Alan Masarek’s maiden visit to the country.
Avaya’s Growing Indian Footprint
India has emerged as a key growth engine for Avaya, with significant demand stemming from domestic clients and Avaya’s partners. The company’s clientele in India includes heavyweights such as Airtel, the State Bank of India, and the Indian Government. Avaya’s contact centre solutions are being utilised in critical national services like the National Emergency Response Services and India’s Aadhaar system.
A Strong Presence in Government and Private Sector
Avaya boasts a significant market share in both government and private sector enterprises in India, spanning sectors such as public services, healthcare, BFSI, telecoms, and business process outsourcing. Masarek emphasised Avaya’s AI-focused innovations, which are driven by its R&D teams based in various Indian cities, including Bangalore, Pune, Hyderabad, and Gurugram.
“Our R&D teams in India are a key source of innovation for Avaya worldwide, especially as enterprises embrace AI-powered innovations that can help them redefine customer experiences,” said Alan Masarek, CEO of Avaya.
Generative AI: The New Frontier in Customer Experience
In line with global trends, Indian enterprises are viewing their contact centres as vital tools for creating unique experiences for their end customers. With an increasing number of customers exploring generative AI technologies like ChatGPT, Avaya is positioning itself as the perfect integrator to bring these technologies together.
Avaya’s Unique Approach: Innovation without Disruption
Avaya’s unique approach of enabling “innovation without disruption” has made the company a popular choice among Indian enterprises. The Avaya Experience Platform, an AI-powered, contact centre as-a-service platform, enables businesses to innovate at their own pace, customising their solutions according to their unique needs.
Avaya’s Investment in Skill Training
Avaya’s commitment to India extends beyond its commercial interests. The company is also investing in community development, improving access to health and education, and providing humanitarian relief. As part of this commitment, Avaya has partnered with the Magic Bus India Foundation to support the development of a youth skilling centre in Hyderabad.
Final Thoughts
Avaya’s momentum in India is a testament to the country’s accelerated drive towards incorporating artificial intelligence into customer experience. The company’s success in the Indian market is a combination of its innovative AI solutions, a deep understanding of the market, and a commitment to community development.
Avaya’s investment in skill training speaks volumes about its long-term vision for India. This is a prime example of how global tech companies can contribute towards societal development while simultaneously growing their business footprint.
FAQ
Q: Why is Avaya witnessing accelerated momentum for its solutions in India?
A: Avaya is witnessing accelerated momentum for its solutions in India because there is significant demand from domestic clients and Avaya partners in the country. Avaya counts Airtel, State Bank of India (SBI), and the Government of India among its key customers in India. Its contact centre solutions are also used for the National Emergency Response Services (100, 112) and India’s Aadhaar system.
Q: What sectors do Avaya’s solutions cater to in India?
A: Avaya’s solutions cater to sectors such as public services, healthcare, BFSI, telecoms, and business process outsourcing in India. They have a significant share in both government and private sector enterprises.
Q: What role do Avaya’s R&D teams in India play?
A: Avaya’s R&D teams in India play a key role in driving AI-focused innovations. They are based in Bangalore, Pune, Hyderabad, and Gurugram, and a third of Avaya’s 1,700 engineers are based in India. These teams are a key source of innovation for Avaya worldwide, especially as enterprises embrace AI-powered innovations for redefining customer experiences.
Q: Why are Indian enterprises drawn to Avaya?
A: Indian enterprises are drawn to Avaya because of the company’s unique approach that allows them to access cloud “innovation without disruption.” Avaya’s Avaya Experience Platform provides an AI-powered contact centre as a service platform, which has strong momentum with customers. The Avaya approach enables companies to innovate at their own pace, building on top of their current communications investments.
Q: What is Avaya’s recent release in India?
A: Avaya recently released Avaya Experience Platform Connect in India. This platform empowers organizations to leverage their existing on-premises infrastructure for voice routing, call handling, and more, while accessing omnichannel voice and digital channels, as well as AI capabilities, from the cloud.
Q: How does Avaya invest in community development in India?
A: Avaya’s commitment to India goes beyond serving its local customers. They invest in community development by enhancing the quality of education, utilizing technology to improve access to health and education, building livelihood capacity, and providing humanitarian relief.
Q: What partnership has Avaya announced in India?
A: Avaya has announced a partnership with the Magic Bus India Foundation, one of the top five NGOs in the education space in India. They have committed over 5 million rupees to support the development of a youth skilling centre in Hyderabad. This partnership aims to train 200 adolescents from underprivileged backgrounds as part of a ‘CX Academy’ to help them get their start in the industry.