AI and the cloud are transforming customer experience: how to achieve it according to experts from Avaya and Isbel?

When a customer contacts a company via WhatsApp and later needs to call by phone to continue their request, it can be frustrating to have to repeat all their details and case information. It is also common for employees handling the inquiries to lack the necessary tools to provide an adequate response in real time. Today, artificial intelligence (AI) and the cloud are revolutionizing how companies interact with their customers, enhancing these processes.

Together with our partner Avaya, a global leader in customer experience solutions, we work to drive digital transformation for companies seeking to elevate their relationship with users to the next level.

The Avaya Experience Platform is designed to resolve frustrating customer experiences. It enables seamless omnichannel support, ensuring that customers do not have to repeat their information when switching communication channels. Additionally, it equips each agent with a real-time AI virtual assistant that guides them in providing the best response to every customer, without delays.

In this way, Avaya is leading the transformation of customer experience in the region with cutting-edge cloud and AI solutions.

Solutions for businesses of all sizes and "at their own pace"

In addition to investments in communications, enabling cloud-based innovation is a clear path many organizations of different sizes are pursuing. While migrating solutions to the cloud is essential, there is some concern about how operations may be affected during the transition.

Companies increasingly view their contact centers as a key driver for creating differentiated customer experiences, making it critical to ensure service continuity and responsiveness. In this regard, Avaya has focused on supporting businesses in transforming their operations "at their own pace" without disrupting their successful and proven on-premises systems.

As more customers look to implement ChatGPT and other generative AI technologies in their contact centers, they also seek integrators that can bring everything together. The power of Avaya's solutions, combined with our expertise, creates the ideal partnership for a seamless digital transformation.

Added value that enables differentiation in the market

"We have laid the foundation for growth and have already seen that our approach has paid off. The revitalized Avaya is investing and delivering next-generation technology with a focus on 'innovation without disruption,'" said Alan Masarek, CEO of Avaya, following the company's financial recovery and market momentum since May 2023.

Avaya's solutions provide added value, explained Masarek. “Today’s leading companies and organizations see the opportunity to differentiate themselves and lead their respective industries through unique customer experiences by leveraging Avaya’s AI-powered cloud solutions. This is driving customer momentum, which we expect will only strengthen in the months and years ahead,” added Avaya’s CEO.

Uses and Applications: How Avaya Experience Platform Can Help

Avaya Experience Platform, Avaya’s flagship product for contact centers, is an ideal solution for strengthening customer relationships and fostering loyalty. Awarded in the Customer Service Solutions category by the American Business Awards (Stevies), this cloud-based solution enables the creation of memorable experiences for both customers and the employees who assist them, from any location.

With this platform, customers can interact with the brand through the channels they are most comfortable with, seamlessly. In other words, a person can contact the support center via WhatsApp and later by phone without having to repeat their information or the reason for their inquiry.

At the same time, it makes agents' work easier, as they have all the information on a single screen and can provide high-quality service through any channel.

Meanwhile, thanks to generative AI, each employee has a personalized virtual assistant that guides them during customer interactions in real time. This makes accessing information for immediate responses easier and gives agents more autonomy. In many cases, for example, it saves them from having to consult a supervisor, which would otherwise cause delays in service.

Performance analysis is also simplified, as the platform provides tools, feedback, and real-time data to help employees meet key performance indicators (KPIs). It features an integrated analytics dashboard that allows users to track and monitor historical changes in volume and resource allocation, as well as improve business decision-making through predictive insights to optimize processes.

The key role of partnerships and collaboration in the strengths of their solutions.

With Avaya, we have a long and successful history of joint projects that ensure outstanding services for customers and market coverage in Puerto Rico.

With 40 years of experience in the region, we position ourselves as a trusted partner for all types of companies. In this regard, Nicolás Martínez, our Country Manager for Puerto Rico, highlighted the advantage of these tools: “Together with Avaya, we have been offering implementation plans for several years that stem from close collaboration with our clients. This allows us to analyze their current situation and plan the migration in a way that is convenient for them, with the goal of minimizing the impact on their operations,” said Martínez.

At the same time, he referred to the integration of AI tools: “Isbel's technical team is constantly researching new solutions for the integration of communication technologies and developing projects that add value. In this regard, the advantages of the Avaya Experience Platform stand out very favorably,” he added.