Avaya Oceana - at The Heart of Digital Transformation

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1 Avaya Oceana - at The Heart of Digital Transformation Communications solutions that move at the speed of your customer purpose-built for a smart, digital world

2 DIGITAL OFFERS UNLIMITED POTENTIAL FOR GROWTH, INNOVATION AND PROFITS The global transformation to digital has real consequences. Smart people now expect anytime, anywhere responses. Smart businesses now predict customer needs and preferences. Smart stores now tailor offers to valued customers. Smart cities now facilitate commerce and citizenship. The opportunities for all are virtually unlimited. Nothing can be taken for granted. In this smart digital world, experience is everything. Customers, employees, members, citizens, partners and vendors are moving faster than ever and demand digital experiences that are contextual, persistent and proactive. Having rapidly adopted smartphones, tablets, chat, texting (SMS), video and social media, they expect support across almost any technology and channel. Customer perceptions and actions are shaped by the amount of effort they must expend to obtain service. With this understanding, organisations realise that to be successful they must move at the speed of the customer. In fact, eight out of 10 consumers would be more loyal to organisations if those organisations were easier to deal with. 1 1 BT/Avaya Global Survey, 2015.

3 It s no longer just about people communicating with people. It s machines communicating with people, machines communicating with other machines, and apps communicating with everything. Your communications capabilities are put to the test every day all day. The headlines tell the story: Companies now rise and fall based on how they communicate with and among their customers, employees, investors, regulators and other stakeholders. As the world becomes more digital smarter, more mobile and hyperconnected Avaya rises above the others. We re a catalyst and ally. We blend advanced technology with the best and brightest people to elevate communications to an experiential level. Ultimately, we help our customers realise their potential for growth, innovation and profitability. We do these things so that virtually every form of communications in the smart, digital business world can become more natural, more productive, and more of an experience in and of itself. This ebook offers insights on how you can take advantage of Avaya innovations to build your own smart digital world. Companies now rise and fall based on how they communicate with and among their customers, employees, investors, regulators and other stakeholders.

4 AVAYA OCEANA TM AT THE HEART OF DIGITAL TRANSFORMATION Nine out of 10 businesses today are undergoing some form of digital transformation and that customer experience is a stated top priority. What is puzzling is how few companies actually map their customers journeys to guide their customer engagement strategies. 2 How can this be? Contact centres are often where the disconnect starts. Even so-called multichannel or even omnichannel environments are usually disparate, patched-together point solutions acting independently and in silos. It s no wonder communications break down within contact centres, between contact centres (when a company has more than one), and between subject matter experts, both within the contact centres and other areas of the enterprise. These disruptions frustrate your customers and contact centre agents alike. Ultimately, customer satisfaction and net promoter scores suffer. Avaya bridges this digital divide with the industry s first pure-play, end-toend customer engagement platform: Avaya Oceana TM Solution. Avaya Oceana comes to you out of the box with complete, integrated, multi-touch support for all media , chat, SMS, intelligent chatbot, co-browse, social media, voice and video across various devices. It integrates seamlessly with other Avaya customer engagement solutions and third-party apps, enabling you to deliver a unified omnichannel experience integrated at both the channel and data levels. You gain unprecedented flexibility to customise workflows so you can design and execute business strategies that deliver optimal customer experiences and produce superior outcomes when and how customers want them. 2

5 A DIGITAL WAVE THE OCEANA FAMILY Beyond multi-touch communications capabilities, Avaya Oceana offers a range of tools and resources to create individualised customer experiences based on a contextual, 360-degree view of your customers journeys. The Oceana family includes: Avaya Oceana TM our advanced, multi-touch digital communications experience solution for contact centres. Avaya Oceana TM Workspaces a browser-based desktop that enables contact centre agents to handle multiple interactions across channels simultaneously through a single workspace and delivers a full view of a customer s journey across all touch points. Avaya Oceanalytics TM breaking down the silos around traditional analytics tools through flexible collection, consolidation, normalisation, processing and analysis and generating rich visualisation of data to fuel real-time decision making.

6 CHALLENGES OF TAKING LEGACY EXPERIENCES TO THE DIGITAL WORLD Digital transformation is more than a single technology. It s all about reimagining the way you do business, re-engineering certain processes and creating alignment between areas of the enterprise that may have always functioned independently. True transformation means addressing several important challenges: Legacy processes. The old adage that automating a bad process still produces a bad process is especially true in digital transformation. With the new technologies available today, legacy processes may not be necessary or even appropriate going forward. Why require five steps to get customer support if only two are needed? If one-third of your contact centre agent time is spent on solving the same problem over and over, why not digitally educate and equip your customers to resolve that problem themselves, at their own tempo, only engaging experts and agents when they are truly required? Culture. Change is hard. People become entrenched in and obstinate about the way things have always been done. New technologies and processes can be threatening, especially if they eliminate or substantially change existing roles and responsibilities. Have you figured out how to help employees embrace new ways of conducting business? Leadership and governance. Changing the business in fundamental ways requires executive buy-in, sponsorship and steady leadership. Should you transform all at once or take measured steps? Who will lead the effort, and will that person have authority to make tough decisions? Will the initiative support and enhance business goals and strategies? How will you measure progress and what mechanisms are in place to address problems that arise?

7 Knowing your customers. Digital transformation can enable mass personalisation on a grand scale. Yet if you don t know your customers really well, how can you possibly decide what they want, how to present it to them, and how to make it profitable? Do you have a firm grip on the big data that infuses your organisation? Implementation and ongoing process improvement. Most businesses today run lean and employees are stretched to the max. So how can you institute transformational change over a period of months and possibly years while conducting business as usual? What strategic mix of internal and external resources can help you operate and achieve short-term wins that feed long-term progress? Addressing these and other transformation-related challenges can be daunting. However, in our work with businesses around the world, we have discovered five key steps organisations can take to minimise disruption, boost adoption of new digital capabilities and leverage technology advances for competitive advantage. Read on to learn more. With the new technologies available today, legacy processes may not be necessary or even appropriate going forward.

8 TRUST IPI & AVAYA BECAUSE EXPERIENCE IS EVERYTHING The global transformation to digital is creating amazing opportunities today: digital commerce, digital entertainment and digital communications. Far more than a trend, digital transformation is the foundation of how successful organisations will stay relevant in the future. We are delivering unique business value with our smart digital solutions. It starts with Avaya Breeze, our technology platform that simplifies application development while delivering built-in capabilities for enhanced mobile, customer-facing and cloud requirements through its preprogrammed tools and Snap-ins. With it, you can add to just about any business process and pull things together. Avaya Oceana addresses the customer-facing side of your business. This digital customer engagement platform provides a clearer, more complete view of your digital customers activities. It helps you drive customer satisfaction, loyalty and lifetime value. It helps you create a competitive differentiated brand experience while optimising your agent and resource productivity. Above all, it helps you produce better business outcomes at the speed your customers demand. It s a whole new, smart world. Let s build it together. The insights offered in this ebook are a starting point for your own digital transformation. Above all, Avaya Oceana helps you produce better business outcomes through a clearer, more complete view of your digital customers activities.

9 Learn More For more information on digital transformation, Avaya Oceana and other customer experience capabilities from Avaya, contact IP Integration at About IP Integration IP Integration, a leading provider of customer engagement solutions, in 2017 was awarded Diamond status in the highly respected Avaya Edge Partner Program. This is the highest level that can be achieved in the program and follows hot on the heels of IP Integration being named as Avaya s UK Partner of the Year for Steve Rafferty, UK Managing Director at Avaya, commented: IP Integration s focus on delivering leading customer service continues to meet and exceed the demands of the modern customer. This has been a great year for our partnership, with IP Integration being named as our partner of the year before becoming one of a very small number of Diamond accredited partners across the Contact Centre portfolio. We are always looking for ways to reimagine and transform the customer experience and partners such as IP Integration make this much simpler." About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit

10 CHANGE TODAY AND YOU CHANGE TOMORROW The way we communicate continues to change at pace. Tomorrow has never looked so different from today. IPI is here to keep your business in touch with its customers. With innovation in our DNA, we deploy pioneering solutions to help create the smartest, most efficient Contact Centres in the world. Optimised hubs that offer a more satisfying, more cost-effective customer experience. And just as our offering is complete, so too is our support. Helping you to not just prepare for what s to come, but to embrace it. Our team of experts understands the technical, commercial and organisational challenges contact centres face and offers a wide range of solutions that help organisations overcome them to increase effectiveness, efficiency and customer satisfaction. Our customers range in size from 30 to 10,000 seats, such is the flexibility and scalability of our solutions, and are split across many vertical markets including finance, insurance, retail and distribution, public sector, transport and travel, and entertainment and leisure. In addition, IP Integration meets BSI standards in Quality Management, Environmental Management and Information Security Management. Headquartered in Reading, and with offices in Manchester and Edinburgh, IP Integration is a leading independent contact centre systems integrator. We partner with many leading vendors, including Avaya, Verint, Microsoft and VMware. We also develop in-house bespoke applications that support end-to-end contact centre deployments, from network service provision, through systems design and deployment, to application development and postimplementation service and support. Change your tomorrow, today. Get in touch. T +44 (0) E ipi.info@ipintegration.com W ipintegration.com