Transforming workplace, collaboration, communication

Yaser Alzubaidi, Senior Director Digital Engagement Solutions, Avaya International.

While Avaya can all agree that digital transformation is about technology, the success of any transformation effort hinges on what you do with that technology. Digital transformation calls on businesses to redefine the customer journey as customers want to experience it today, and understand there’s no longer an endpoint. We need to engage with consumers before they are customers, reengage with them when they start their buying journey, and stay engaged to inspire them to keep coming back. 

Done correctly, digital transformation allows companies to respond to the new terms of customer satisfaction and employee productivity.

Because digital transformation means different things to different organisations, the solutions across Avaya’s portfolio have the potential to positively drive digital transformation for customers. This is why Avaya has worked to embed the latest technologies, such as AI, across its entire range of UC and CC solutions. 

In parallel, Avaya has committed to the API economy and have embraced the open standards-based approach. Because of this, it is possible to seamlessly integrate the latest technologies from innovative technology vendors, partners and customers into Avaya platforms. 

Furthermore, Avaya understands that cloud will become an increasingly important pillar of digital transformation strategies and communications and collaboration solutions offer true cloud freedom. Avaya has adopted Kubernetes to empower solutions with microservices and containerisation. This cloud-first design approach gives customers the ability to pick the cloud model that best fits the needs of their business, be it public, private or hybrid.

According to Gartner, to be relevant in today’s world, it is not enough to sell products and services, it is also about staging experiences. This is why most organisations have some form of customer experience transformation project currently underway. 

It is vital for technology heads to have a clear understanding of their organisation’s business objectives, and the ability to chart the technology roadmap according to this. While it is tempting to consider the latest and greatest technologies, it is technology heads who must decide which solutions are implemented in a manner that optimises the positive impact of IT on the business. 

The Electronic Government Authority of Ras Al Khaimah has leveraged Avaya solutions to give its employees, as well as the citizens of RAK easy and convenient access to key government services. From admitting evidence through video conferencing at RAK Courts and Public Prosecutions to completing legal marriages online, Ras Al Khaimah residents can now access a host of government services without leaving their homes. 

Avaya has worked with Bahrain’s Ministry of Foreign Affairs to transform its communications and collaboration capabilities through a strategic ICT implementation that will connect its employees around the world. The ministry is also working closely with Avaya to transform its citizen services by integrating and digitalising its communications and collaboration capabilities through a two-phased project. The project is in line with the Ministry’s effort to promote digital adoption and to meet the objectives outlined in Bahrain Vision 2030.


Highlights

  • Customer experience depends on enabling intelligent experiences for both customers and employees alike. 
  • It is vital for technology heads to have a clear understanding of their organisation’s business objectives.
  • According to Gartner, it is not enough to sell products and services, it is also about staging experiences.
  • Avaya’s cloud-first approach gives customers the ability to pick the cloud model that best fits their business.

By Yaser Alzubaidi, Senior Director Digital Engagement Solutions, Avaya International.