Avaya has launched its Experience Platform (AXP) Public Cloud in India, meaning all of its AXP offerings are now available to enterprises in the country.
The customer experience-driven platform offers different deployment models including on-premises, public cloud, private cloud and hybrid to suit organizations in utilities, healthcare, telecom, BFSI and business process outsourcing
The global leader in enterprise customer experience describes the Experience Platform as “trusted” by leading global enterprises, delivering “flexible” innovation journeys, with the ability to “empower” customers to retain their core capabilities.
Vishal Agrawal, Managing Director, India & SAARC, Avayacommented on the new features that businesses in India will now be able to access: “With Avaya Experience Platform, Indian businesses can take a decisive leap forward in the experiences they deliver to their customers and employees.
“With the launch of AXP Public Cloud in India, local organizations can leverage cutting-edge AI and comprehensive journey orchestration capabilities to create personalized, proactive and seamless experiences that not only strengthen customer loyalty but also drive business growth.”
According to its press release, Avaya sees digital touchpoints and artificial intelligence as being in high demand among organizations in India to drive growth and “set new benchmarks” in the industry.
The study refers to a study by AI insights provider EY, which found that 75% of healthcare professionals in India believe that digital solutions have helped improve patient outcomes. Additionally, 50% of government agencies are expected to deploy their first generative AI solution in the next 12 months.
Benefits of AXP for Indian Businesses
The Avaya Experience Platform delivers digital access, AI self-service, assisted service, data management, analytics, employee engagement, connected employee experiences, and customer support.
Digital access is made possible through LivePerson’s integration with AXP, strengthening digital engagement and analytics to enable enhanced interactions across channels, as well as conversational insights.
AI Self-Service is available as a new Virtual Agent Ready framework so businesses can integrate a digital assistant for intelligent engagement.
Avaya Agent Assist provides assisted service as a packaged solution to accelerate the adoption of AI for the experience platform through a hybrid model, with tools to reduce stress and improve customer interactions.
Avaya CX domain experience and Microsoft Power Bi and Copilot deliver a simplified experience analytical And data management to operate cloud and hybrid environments using a unified analytics tool that integrates real-time and historical data analysis.
When it comes to employee engagementCalabrio’s native integration into AXP improves the efficiency of customer interactions. At the same time, Verint Bots brings improvements to quality assurance, time tracking, writing and summarization.
To create more connected employee and patient experiences for healthcare professionals, Avaya has added integrations with Epic Systems.
Finally, Avaya presented the latest addition to its range customer service service via the generative AI virtual assistant “Avaya Ada”, capable of offering “contextual” support to Avaya customers and partners.
