Monday, 16 April 2018 12:03

Avaya Redefines Customer Service With Award-Winning Technology

Avaya Holdings Co. recently introduced an omnichannel evaluation software to measure customer satisfaction. The Happiness Index on Blockchain collects and analyzes vast amounts of data to evaluate customer behavior and improve consumer-brand interactions.

A One-Of-A-Kind Solution

The Happiness Index is a collaborative solution between Avaya, Avanza, and Sundown.ai that uses Blockchain technology to measure multiple facets of the consumer experience all at once, it's the first of its kind. The solution shows how rising disruptive technologies, such as blockchain, artificial intelligence, and advanced data analytics can be used in the transformation of consumer experiences.

The Data-Driven Advantage

As the ability to collect data becomes increasingly easy and more detailed, organizations are finding themselves in a catch-22. There is no efficient way to turn such a high volume of information into an actionable insight. In a survey conducted by the Aberdeen Group, a mere 6 percent of companies were satisfied with their ability to use data to improve their customer journey.

With the amount of data organizations are able to collect, this figure is astonishing. It is this inability to effectively use information that inspired the development of the Happiness Index.

How Does It Work?

Blockchain is a decentralized technology that was originally developed for the digital currency, Bitcoin, but has since been used in a number of other applications. Blockchain distributes information, rather than copying it, which makes it fundamentally different than the traditional internet we are used to. The technology is essentially a digital ledger that can be programmed to record any part of a transaction that is deemed relevant and is constantly updated. As such, it only makes sense that the Happiness Index would be built using this unique technology.

In addition to utilizing Blockchain to securely compile information, Sundown.ai's Analytics AI Technology, Chloe, is integrated into the platform to automate the analysis of speech and text interactions between customer service representatives and customers to identify trends and other commonalities of behaviors. This allows organizations to more quickly identify and react to the needs of their customers to improve the overall experience.

Award Winning Results In Six Months

The Happiness Index was unveiled at GITEX Technology Week in October of this past year. Last week, Avaya was voted as a Gold Winner for Innovation, achieving the highly coveted Edison Award. Named after Thomas Edison, it is no surprise that this award is one of the highest accolades a company can achieve for innovation. Frank Bonafilia, the executive director of the Edison Awards, says, “Our judges recognized Avaya as a true innovator out of the many products in its category.”

Avaya is a household name in the highly competitive communications technology industry and is consistently on the forefront of cutting edge technology. They were the first to bring the use of Blockchain technology into the customer experience space and with the successful development of the Happiness Index, it is only a matter of time before other industries are following suit. Laurent Philonenko, SVP and GM of Solutions and Technologies at Avaya, says that “[Avaya is] putting [their] customers ahead of their peers in their industry.”

A New Generation Of Customer Service

The demand generation that technological evolution has cultivated has expectations of businesses that often exceed the capabilities. With this new technology, Avaya is redefining what it means to have excellent customer service and is truly setting a new standard.

For more information on Avaya products that are available to help you streamline your business model and improve customer service experiences, check out our solutions from Avaya.