Virtual PBX Featured Article

Avaya Emphasizes the Need to Adapt to the 'Multi-experience Economy'

February 06, 2020

By Tracey E. Schelmetic - Virtual PBX Contributor

What is the “multi-experience economy,” and why do you need to improve it? Recently, Avaya has been using the term to mean to reference the importance of blending unified communications with call center operations so that customers can have a more unified user experience that’s ready to shift and adapt when customers change their own preferences for a user experience that might involve digital channels and live help.

While this may sound a bit like last decade’s “omnichannel customer service,” it’s a bit more about ensuring that the back end is ready for unified experiences. It’s a concept championed by a single provider of a full enterprise and blended stack between the front and back-office and across multi-devices and multi-modal experience, according to Avaya.

“Major trends are accelerating rapidly and opening the doors to completely new ways to communicate and collaborate – from the shift to cloud, the growth of video and mobile across the enterprise, to harnessing the power of AI and machine learning,” said Jim Chirico, Avaya President and CEO, in a statement. “Market leaders are disrupting the status quo, not just by innovating in one of these areas, but by bringing new technologies together across the communications infrastructure to transform customer and employee experiences.”

While it’s hard to predict customer behavior in the future, one thing is certain: customers and employees will undergo further shifts based on how they interact with the digital world. To be ready for these shifts, enterprises should be building a multiexperience development platform that can support mobile, web, conversational and augmented reality development.

“Today, we are experiencing change at a stunning pace, and Avaya continues to rapidly innovate high-impact solutions based on deep insight into our changing digital landscape,” noted Simon Harrison, Avaya’s Chief Marketing Officer. “A multiexperience approach to blending unified communications, contact center and collaboration tools can provide an extremely useful way to address these changes and help organizations and their customers frame their strategies for adapting to the future.”

Edited by Maurice Nagle


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