César Rodríguez Medina

What is Avaya’s strategy to strengthen its presence in Colombia?

To consolidate its position as a leading provider of solutions for improving customer service in Colombia, Avaya has developed a comprehensive strategy. Initially, it has engaged in an in-depth analysis of the Colombian market, adapting its solutions to meet the specific needs of local companies and, through strategic alliances with local companies and trade associations, the company effectively had introduced its solutions in the market, establishing itself as a leader in the CX industry. This is especially around verticals such as education, healthcare, government, BPOs, and financial services. Avaya has identified key partners in Colombia with the profiles to make effective use of our Avaya Experience Platform (AXP) solutions. We then perform the customization of their services, along with a proactive focus on the customer experience that forms the basis of their strategy, with the objective of ensuring that each customer benefits from solutions tailored to their individual requirements.

How is Avaya collaborating with its extensive partner network to improve communication experiences?

Avaya aims to carry out a joint work with our partners to demonstrate how technology has opened the possibility to create intelligent communication experiences, understanding that each customer is different and unique, so each one requires a unique and personalized strategy. Avaya currently has more than 400 partners, including customers and partners, to whom it conducts a rigorous study on their current methods of information management and CX, to establish how to unify the internal efforts that companies are already making and add the benefits of Avaya solutions. Through one-on-one meetings with customers and spaces to work together on strategies for 2024, we seek to establish a closer relationship with our business partners, offer innovative solutions and services, and support them in the development of their capabilities.

How has Avaya used generative AI to enhance customer service and process automation?

Avaya seeks to be an ally and companion in the process of adopting solutions and integrations, enabling companies to achieve optimization and automation in all their processes. Generative AI comes as a key tool for the improvement of customer service, facilitating the implementation of remote work, as it contributes to the improvement of the three main challenges of contact centers. The elimination of noise in calls and external factors that can make it difficult to convey the message, support for the reduction of churn by providing valuable information and a database that facilitates queries, and the automation of processes through bots that use this new technology focused on the generation of original content from existing data. This generative AI technology represents an enhancement to the Avaya Experience Platform, a powerful cloud platform that helps create memorable experiences for today’s customers, and the employees who serve them, from anywhere. It enables organizations to easily connect voice, video, chat, messaging, and more to deliver effortless experiences at every touch point in the cloud while preserving their on-premises solutions and systems. It makes every interaction an exceptionally positive experience for customers and employees by embedding AI along the way to deliver intelligent experiences and deeper connections.