Features, Insight, Interviews

Avaya unveils cutting-edge solutions for enhanced customer experiences

Veronica Martin spoke to Ahmad Dorra, Customer Engagement Solutions Sales Leader MEA & Turkey at Avaya to discuss their new products and solutions and GITEX Global, the key technologies and trends driving innovations and how important GITEX Global is for Avaya.

Can you tell our readers what new products and solutions you are demonstrating and launching here this week at GITEX Global?

We, at Avaya, are a leader in customer experience and have been helping a lot of brands and government entities guiding them towards reaching their desired customer experience. As we know each organisation has a unique position in their customer experience journey, this insight leads us as a buyer to deliver a unique approach to our customers.

This year we are looking at the new branding and customer experience integrating AI in all verticals. This means we are implementing generative AI beyond just the persona that we used to demonstrate before and taking it across all personas within the organisation in order to empower all employees at all levels.

From your company’s perspective, what are the key technologies and trends that you’re seeing that will drive your innovation and product roadmap for the next 12 months?

Generative AI is the evolution of AI and the key trend today’s market. We are seeing all customers want to adopt to the digital transformation and also a big hype on analytics, as they really want to leverage their analytics to understand how their business is going and what people are talking about their brands. We are focusing to deliver this style of innovation to our customers, but, at the same time, we need to make sure that we’ll deliver without disrupting their current operation. That’s what I call it, innovation without disruption.

How important is an event like GITEX Global for your company – and what value does it bring for your organisation?

GITEX has become huge worldwide and a great opportunity for us to demonstrate our power, what we are doing to become more innovative and what we can deliver to our customers. Besides, we will be showing our customers how we can integrate our technology without disrupting their journey. They can choose their journey at their own pace, and we are here to support them to deliver it in the most effective way.

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