Avaya recently showcased how UK and Ireland brands can integrate artificial intelligence (AI) into their customer experience without disrupting existing operations. At the JOURNEYS with Avaya event, the company demonstrated its ability to harness AI and transform customer service centres.
This comes as 52% of UK organisations view customer experience improvements as a key driver for implementing AI. The event highlighted Avaya’s innovative solutions, including the Avaya Experience Platform and Avaya Enterprise Cloud, which enable companies to modernise their contact centres while retaining their existing infrastructure.
- Avaya demonstrated how UK and Ireland brands can integrate AI into customer experiences without disrupting operations.
- In 52% of UK organizations, improving customer experience is a key driver for implementing AI technologies.
- Avaya showcased their solutions, including Avaya Experience Platform and Avaya Enterprise Cloud, at the JOURNEYS with Avaya event in London.
AI Transformation: Enhancing Customer Experience in the UK and Ireland
Today, we delve into how brands across the UK and Ireland are leveraging artificial intelligence (AI) to transform the customer experience without disrupting their existing operations. Taking centre stage at the JOURNEYS with Avaya event in London, the global leader in customer experience solutions demonstrated exactly how this is being achieved.
Avaya: Infusing AI into the Customer Experience
Avaya CEO, Alan Masarek, shared insights into how businesses across the UK and Ireland are increasingly looking to Avaya for guidance in fully realising the potential of AI in the customer experience industry. He noted that thanks to the robust, premise-based Avaya contact centre estates already in place, AI can be seamlessly integrated into the customer experience without disturbing existing operations.
“Avaya is able to infuse AI into the experience without disrupting what’s already working well”
Driving CX Improvements with AI
According to research from Frost & Sullivan, more than half of UK organisations are turning to AI technologies to drive improvements in customer experience (CX). This comes as a response to the increasing call volumes and rising call abandonment rates experienced by UK and Irish contact centres throughout 2023.
Leveraging UC, CX, and AI Applications
Organisations in these regions recognise the necessity of providing frictionless experiences to their customers. They are striving to harness a stack of unified communications (UC), CX, and AI applications, with a focus on deploying analytical tools at scale to reduce the time taken to introduce self-service applications.
Enabling Innovation Without Disruption
Avaya has already made a significant impact on various sectors across the UK and Ireland, including the NHS, leading banks, and top telecom service providers. The company also supports RelateCare, a leading provider of healthcare consulting and administrative support solutions in Ireland.
Avaya’s Innovative Offerings
Among the innovative solutions demonstrated at the JOURNEYS with Avaya event were the Avaya Experience Platform and the Avaya Enterprise Cloud. The former empowers organisations to access omnichannel voice and digital channels, alongside AI capabilities from the cloud, while using their existing on-premises infrastructure.
The latter, recently adopted by Kura, the UK’s largest independent outsourcer, offers complex inbound and outbound contact centre services on a robust platform hosted in a dedicated cloud instance.
Final Thoughts
The integration of AI into the customer experience is a significant leap forward for organisations across the UK and Ireland, promising to revolutionise the way they operate and interact with their customers.
With companies like Avaya leading the charge, it is clear that the future of customer experience lies in harnessing the power of AI – all without disrupting existing operations. It’s an exciting time for the industry, and we look forward to seeing how these developments continue to unfold.
FAQ
Q: What was demonstrated at the JOURNEYS with Avaya event in London?
A: At the JOURNEYS with Avaya event, Avaya demonstrated how UK and Ireland brands can infuse artificial intelligence (AI) into the experiences they deliver without disrupting existing operations. The product showcases included Avaya Experience Platform, which provides access to omnichannel voice and digital channels and AI capabilities, and Avaya Enterprise Cloud, a solution recently adopted by Kura, the UK’s largest independent outsourcer.
Q: Why are UK and Ireland enterprises turning to Avaya for help with AI in customer experience?
A: UK and Ireland enterprises, like their global counterparts, are increasingly turning to Avaya to help them fully realize the promise of AI within the customer experience industry. With Avaya’s “bullet-proof” premise-based contact centre estates, they can infuse AI into the experience without disrupting what’s already working well.
Q: What is the main driver for implementing AI technologies in UK organizations?
A: According to Frost & Sullivan, in 52% of UK organizations, customer experience (CX) improvements are one of the main drivers for implementing AI technologies.
Q: What challenges do UK and Irish contact centres face in terms of customer experience?
A: Call volumes for most UK and Irish contact centres increased throughout 2023, while call abandonment and the average time for an agent to answer reached an all-time high. Improving customer experience is a pressing challenge for the industry.
Q: How do large organizations in the UK and Ireland modernize their contact centres?
A: Large organizations in the UK and Ireland opt for a “lift-and-shift” method to modernize their contact centres, avoiding the “rip-and-replace” approach to existing estates. They aim to harness a seamless stack of unified communications (UC), customer experience (CX), and AI applications, deploy analytical tools at scale, and reduce the time it takes to introduce self-service applications.
Q: Which organizations in the UK and Ireland are Avaya customers?
A: Avaya counts the NHS, top high street banks, leading telecom service providers, and a large number of top brands from diverse industries among its customers. In Ireland, Avaya supports RelateCare, a leading provider of healthcare consulting, administrative, and clinical support solutions, among other top government and private organizations.
Q: Which organizations feel the most pressure to modernize the experiences they deliver?
A: Large-scale, consumer-facing organizations feel the most pressure from customers to modernize the experiences they deliver. These organizations are moving quickly to get digital experiences right and want to add new capabilities like AI and chatbots while retaining their existing solutions.
Q: How does Avaya enable innovation without disruption across the UK and Ireland?
A: Avaya enables innovation without disruption by showcasing its ability to deliver new solutions without disrupting existing operations. Avaya’s product showcases at JOURNEYS with Avaya included the Avaya Experience Platform, which empowers organizations to access omnichannel voice and digital channels, AI capabilities, and more from the cloud while leveraging their existing on-premises infrastructure. Another solution demonstrated was Avaya Enterprise Cloud, which allows organizations to offer complex inbound and outbound contact centre services on a robust platform hosted in a dedicated cloud instance.
