Avaya ENGAGE 2023 – Orlando, Fla. – June 20, 2023 – Avaya, a global leader in customer experience solutions to enhance and simplify communications and collaboration, today, announced its reimagined professional services: Avaya Customer Experience Services (ACES), formerly Avaya Professional Services (APS). The updated approach focuses on integrating artificial intelligence (AI), cloud, and digital technologies to drive new business outcomes, and bridges Avaya’s history and expertise to the future of comprehensive customer journey support.
Today’s businesses acknowledge the crucial role that AI and cloud technology plays in optimizing their operations and enhancing their customer experiences. However, the shortage of specialized talent required for these technologies’ integration, coupled with the rapid pace of AI advancements, often hinders their successful deployment.
ACES is a client-led approach that aligns with the company’s go-forward strategy and roadmap plans, meeting customers where they are in their cloud journeys so they can innovate without disruption. This evolution represents Avaya’s commitment to helping customers navigate their digital transformation journey by bringing forward the customizations they’ve built over the years and unlocking the full value of AI and cloud-based capabilities. ACES further enhances Avaya channel partners and systems integrators by offering a globally available, expert-led, and innovative suite of AI, cloud, and digital services.
The ACES team works with some of the largest and most complex contact centres in the world every day and understands the specific needs and requirements for the industry to fill the gap when it comes to integrating the latest technologies into customer experience workflows. ACES has developed AI automation services that yield business efficiencies and enable exceptional customer experiences. For cloud evolution services, ACES provides seamless workflow migration and pioneering hybrid cloud services designed to prioritize customer and employee satisfaction.
“In an increasingly CX-focused business environment, it’s clear that customers are not solely interested in purchasing technology; they are investing in outcomes,” said Blair Pleasant, President & Principal Analyst of COMMfusion and a Co-Founder of UCStrategies. “With its reimagined ACES division, Avaya professional services offers more than just advanced AI, cloud, and digital solutions, but the promise of tangible results—enhanced customer experiences, improved operational efficiency, and ultimately, greater business success.”
In addition to ensuring Avaya customers maximize the potential of Avaya technology such as the Avaya Experience Platform, ACES enables customers to easily add capabilities from Avaya’s technology partner ecosystem. For example, ACES leverages Avaya’s strategic alliance with Calabrio, a customer experience intelligence company, to help Canada’s largest propane supplier, Superior Propane, improve customer retention and reduced average call handle times. Superior Propane leverages Calabrio’s desktop and speech analytics capabilities to get an in-depth understanding of current processes, and as a result, they reduced average call handle time by 30 seconds per call without increasing their team size.
“ACES represents Avaya’s unwavering dedication to its customers and continuous innovation by empowering every customer with transformative technology through AI, cloud, and digital solutions that deliver personalized experiences,” said Emir Susic, Global Vice President, Avaya Customer Experience Services. “By meeting customers exactly where they are in their cloud migration, Avaya reinforces its commitment to guide organizations through their digital transformation journey.”
For more information on ACES, visit us online.
Additional Resources
- Learn more about ACES in our blog: New Era of Customer Experience Requires a New Approach
- Read our blog about ACD Reimagined: A Quantum Leap from Automatic Call Distribution to AI, Cloud, and Digital Services
- Learn more about Superior Propane Fuels Service Efficiencies and Business Growth with Avaya Solutions.
About Avaya
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya LLC and its affiliates. Avaya is shaping the future of customer experiences, with innovation and partnerships that deliver game-changing business benefits. Our communications solutions power immersive, personalized, and memorable customer experiences to help organizations achieve their strategic ambitions and desired outcomes. Together, we are committed to helping grow your business by delivering Experiences That Matter. Learn more at http://www.avaya.com.
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Source: Avaya Newsroom
