Key announcements from Avaya ENGAGE 2019 event

Avaya Holdings has made several announcements at the Avaya ENGAGE 2019 event in the US.
Avaya Edge 2019
FatPipe Networks and ACS Technologies are the two latest clients for Avaya. Both FatPipe Networks and ACS Technologies have implemented Avaya IX Mobility, previously called Avaya Mobile Experience.

The two enterprise clients aim to speed up the digital transformation of their contact centers, enhance smartphone interactions, cut costs, and deliver better customer experiences by the deployment of Avaya IX Mobility.

The Avaya IX Mobility solution assists FatPipe Networks and ACS Technologies to identify when an incoming call originates from a mobile device, transport contextual information on the caller to the contact center and enable selected calls to be deflected to the mobile web.

Laurent Philonenko, Avaya Senior Vice President, Innovation, said: “Contact center can be key drivers of an organization’s digital transformation strategy, while helping to improve the efficiency, quality and cost-effectiveness of the enterprise.”

FatPipe Networks, an Avaya partner and Avaya IX Mobility end user, chose to implement Avaya IX Mobility in combination with their secure SD-WAN for Customer Support 800 service, offering self-service choices for smartphone users.

“Avaya IX Mobility has been a great investment for FatPipe to help improve experiences with our customers as we grow and expand,” said Sanchaita Datta, chief technical officer of FatPipe Networks.

ACS Technologies serves 50,000 clients with technology solutions developed specifically for faith-based organizations. It migrated all 800 numbers in two months with a savings of 35 percent from their previous carrier.

Dustin Fails, Network Telecommunications Administrator, ACS Technologies, said: “In the future, we are looking to add new services such as call deflection to enhance our customers’ experiences even further.”

Avaya ENGAGE 2019

Avaya Holdings opened its Avaya ENGAGE conference, Jan. 20-23, for the world’s largest community of contact center and unified communications users, and introduced new innovations to enhance converged business communications.

“We are committed to a customer-led approach to innovation that enables Avaya users to provide experiences that matter for customer and workforce engagement,” Avaya CEO Jim Chirico told the 2,500 customers, partners and industry influencers at the technology conference.

Avaya’s integration partners include Salesforce, Afiniti, Verint, Nuance, Cogito, Versay, Scoredata, eGain and new partners Knowmail and over.ai.

Another highlight at Engage 2019 is Avaya’s Loyalty2gether program to help customers to migrate to a digital platform.

The company is announcing life-saving device location reporting capabilities that are now available as part of Avaya communications solutions for emergency response management, providing real-time information.

“As the market leader with 145 million lines, Avaya is equipped to help enterprise customers with their important cloud transition – working at scale and with performance you can count on,” said Gaurav Passi, president, Avaya Cloud Business Group.

The enterprise mobility solutions company is offering OneCloud UC and CC solutions via a network of data centers in the United States, Germany and Singapore for availability in 34 countries. The company will be expanding its network of data centers in the coming months to address customer demands.

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