Avaya demonstrated its latest cloud technology innovations and highlighted its “innovation without disruption” vision at GITEX Global 2022. GITEX Global is the largest technology event held in Dubai from October 10 – 14, with over 5,000 technology firms across the globe displaying their advanced technology solutions.

GITEX Global

GITEX Global, GITEX, Avaya

In line with Dubai’s ambition to be one of the top 10 global cities, Avaya has demonstrated its ‘Metaverse Experience’ solution in partnership with Avanza. The solution illustrated how Avaya OneCloud platform contact center capabilities extend into the metaverse by leveraging advanced technologies, including Web 3.0 and enterprise blockchain, to deliver immersive experiences. The solution is based on a robust enterprise framework that enables a secure layer for authentication, document storage, data entry, and integration with core systems and technologies.

At the GITEX Global event, Avaya demonstrated a customer journey use case for opening a business in United Arab Emirates (UAE) and receiving seamless support from a contact center agent within the metaverse. A customer who neither has the time nor the capacity to travel to set up a new business can jump into the metaverse, and based on their requirements, the solution triggers the best available agents in the metaverse to assist the customer across all touchpoints. This agent guides the customer through the entire process, from filling and acquiring a business license to viewing a digital twin of available office spaces, signing a tenancy contract, issuing business and residence visas, and opening a bank account.

GITEX Global

GITEX Global, GITEX, Avaya

The Metaverse Experience solution is an excellent illustration of Avaya’s new vision of innovation without disruption to core operations. The company demonstrated its ability to leverage cloud solutions to simplify and accelerate innovation for its customers without the need to rip and replace existing technology. Avaya has enjoyed success as a leading customer experience service provider for the majority of government agencies and large enterprises in the UAE. This uniquely positions Avaya to offer UAE organizations connected and secure customer experiences in the metaverse.

Apart from Metaverse Experience, Avaya and its partners demonstrated vertical-specific use cases across automation, artificial intelligence (AI) & analytics, and workstream collaboration themes. Illustrations of the use cases:

  • Digital customer journey: Enabling organizations to actively leverage social media to onboard customers digitally and upsell services.
  • Proactive relationship management: Using advanced collaboration features to better manage client relationships, as well as leverage outbound capabilities for upselling.
  • AI and analytics: Showcased the use of facial biometrics, chatbots, speech analytics, and conversational AI to improve customer experience.
  • Public safety: Demonstrated Safe Cities through the application of smart dispatching systems and mass notifications combined with Internet of Things (IoT).

The partners present along with Avaya at the GITEX Global event were Avanza, Alcatel-Lucent Enterprise, Uniphore, Verint Systems, GS Lab, Imperium, Konnect Insights, LumenVox, Nectar, Sestek and TOPAZ.

At the event, Avaya took the opportunity to announce its strategic partnership with Uniphore, a leading Conversational AI and Automation vendor. Avaya’s OneCloud platform users will be able to leverage Uniphore’s X platform feature-rich functionality, which includes chatbots, voice bots, conversational analytics, real-time customer analysis, and agent guidance. This conversational AI and automation solution combine natural language processing, robotic process automation, emotion and knowledge AI, and automatic speech recognition, including the Arabic language.

Avaya has successfully highlighted the depth and breadth of its cloud contact center technology solutions capabilities. In collaboration with its partners, Avaya has clearly demonstrated how organizations can utilize cloud innovation to improve business resilience and deliver meaningful business outcomes. Avaya will continue to collaborate closely with its customers as they accelerate their digital transformation by providing all capabilities needed to deliver a connected customer experience journey. The year 2022 and beyond promises to be exciting for Avaya under the new leadership of CEO Alan Masarek as the company focuses on returning to growth and innovation.

About Sherrel Roche

Sherrel Sonia Roche is an Industry Principal with Frost & Sullivan's Customer Experience Research team since 2018. She has 15+ years of market research and consulting expertise, which include 9 years of practice in ICT industry. She specializes in product and vertical market analysis, competitor strategy analysis, channel and partner ecosystem analysis, ICT market sizing and demand analysis, sales and marketing support, analyzing market opportunities and challenges and growth consulting. She has delivered several syndicated research studies while being a part of various consulting projects in relation to business process management and customer experience outsourcing services markets.

Sherrel Roche

Sherrel Sonia Roche is an Industry Principal with Frost & Sullivan's Customer Experience Research team since 2018. She has 15+ years of market research and consulting expertise, which include 9 years of practice in ICT industry. She specializes in product and vertical market analysis, competitor strategy analysis, channel and partner ecosystem analysis, ICT market sizing and demand analysis, sales and marketing support, analyzing market opportunities and challenges and growth consulting. She has delivered several syndicated research studies while being a part of various consulting projects in relation to business process management and customer experience outsourcing services markets.

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