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Avaya Announces Its Upcoming Presence at Customer Contact Week (CCW) 2024 in Las Vegas
[May 28, 2024]

Avaya Announces Its Upcoming Presence at Customer Contact Week (CCW) 2024 in Las Vegas


Avaya, the leader in enterprise CX, today announced its continued investment in wider industry conversations with its upcoming presence at this year's Customer Contact Week 2024, part of the world's largest customer contact event series, Customer Contact Week Executive Exchange™. The conference is scheduled from June 3-6 at Caesars Forum in Las Vegas, Nevada. This year's program focuses on the issues and trends that have emerged over the past year, providing tools and solutions needed to finish 2024 strong and plan for 2025.

Avaya's fireside chat will feature its customers in a panel-style conversation about agent wellness and the overall agent experience, providing tangible insights from real-world use cases. CCW attendees will walk away with a better understanding of an agent's role in contact center customer experiences, and actionable strategies to improve agent experiences through innovation, the implementation of AI, and other emerging technologies. The fireside chat will take place on Wednesday, June 5 at 2:45 p.m. PDT. Additionally, Avaya is set to host a client case study on Thursday, June 6 at 1:45 p.m. PDT.

"Avaya aims to integrate customer experience (CX) and employee experience (EX) within a dynamic ecosystem engineered to easily scale as an organization grows. Our solutions achieve this, while empowering connected employees, enabling AI automation and orchestration, and driving innovation without disruption," said Omar Javaid, CPO of Avaya. "Contact center agents play a critical role in delivering these experiences, and we are excited to join customers and industry leaders at CCW to unpack the nuances of the agent experience, and how organizations can improve all aspects of it for improved CX outputs and business growth."

During the event, attendees can visit Avaya at its booth located at Pavilion 5, Caesars Forum, where their experts will host demonstrations on how AI technology is automating contact centers to elevate Customer Experience to the highest level yet. Demonstrations will cover the following:

  • Improve Agent Well-being: In this demo solution, AI monitors agent speech patterns and facial expressions, tracking over 40 traits to assess the agent's emotional wellness over time. The results are presented to the Supervisor monitoring a group of agents.
  • AI Case Automation: AI-driven case creation can be delivered by integrating Avaya Experience Platform capabilities with alliance partner technologies, enabling automatic, end-to-end logging of customer-journey interactions and agent notes.
  • Social Media Engagement: Adding generative AI to the customer journey expedites the ustomer requests for travel bookings in an efficient manner, while having an agent available at any time provides customers with a better experience, especially when dealing with other requests.
  • AI Authentication & Payment: AI handles initiation of complex financial transactions via integrations with key alliance partner technologies, automatically engaging live agents, loan officers and other roles from across the business as needed.
  • Microsoft Copilot Integration: Unified Insights delivers a view of voice and digital performance, while summarizing reports for easy understanding. By bringing them together, integrations and reporting enable easier call center decision-making by enabling users to ask direct questions and get clear answers about their business data, rather than guesses and estimations.



The CCW Executive Exchange Series is an exclusive series of gatherings for key decision-makers. Attendees are business leaders who influence CX and customer contact operations at the strategic level with an active need for solutions, and the unique event format fosters highly interactive sessions and true peer-level benchmarking opportunities for senior executives.

To register for attendance, visit CCW's registration page and use promo code AVAYA_CCW to get 20% off your CCW PASS. Learn more and schedule one-on-one time with Avaya, and meet us at: Pavilion 5 Caesars Forum, Las Vegas during booth Hours: Wednesday, June 5 10:00 AM-7:00 PM and Thursday, June 6 10:00 AM-3:00 PM.


Additional Resources

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there's no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain "forward-looking statements." All statements other than statements of historical fact are "forward-looking" statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "our vision," "plan," "potential," "preliminary," "predict," "should," "will," or "would" or the negative thereof or other variations thereof or comparable terminology. These forward-looking statements are subject to a number of factors and uncertainties that could cause the Company's actual results to differ materially from those expressed in or contemplated by the forward-looking statements. Such factors include, but are not limited to, risks attendant to the bankruptcy process, including the Company's ability to emerge successful from the Company's voluntary cases under chapter 11 of the United States Bankruptcy Code, and other factors discussed in the Company's Annual Report on Form 10-K for the fiscal year ended September 30, 2021, subsequent quarterly reports on Form 10-Q filed with the SEC and other public statements made from time-to-time. These risks and uncertainties may cause the Company's actual results, performance, liquidity or achievements to differ materially from any future results, performance, liquidity or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company's SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

Source: Avaya Newsroom


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