Avaya demonstrated how its customers can propel themselves into the metaverse with a technology demonstration that extends contact centre capabilities into new, virtual territory.
Shown at Gartner IT Symposium/Xpo in Barcelona, Avaya’s ‘Metaverse Experience’ concept builds the link between the metaverse and the real world. It demonstrates, through a range of customer journeys, how organisations can extend their contact centre capabilities into the metaverse using Avaya Experience Platform™. This demo shows the art of the possible, where businesses can imagine how their contact centre agents can support and interact with customers within the virtual world.
As outlined by Gartner at Gartner IT Symposium/Xpo, the metaverse provides innovative new opportunities and business models, allowing businesses to extend digital business to be persistent, decentralized, collaborative and interoperable.
Zeus Kerravala, Founder & Principal Analyst at ZK Research, said: “For Avaya, bringing the metaverse into its contact centre wasn’t a complicated process – the company just sees it as another channel because the Avaya Experience Platform is fully cloud-native and designed to be open. Avaya customers can experiment with the metaverse and add contact centre capabilities without having to bring in a new platform or go through a major upgrade.”
The Metaverse Experience is one of a number of concepts being demonstrated by Avaya at Gartner IT Symposium/Xpo in Barcelona, where the company is showcasing solutions that enable organisations to turn every moment with customers into momentum for their businesses. The use cases demonstrate how the Avaya Experience Platform can deliver seamless customer and employee experiences without the need for rip-and-replace technology refreshes that disrupt existing operations.
“Organisations are competing in an experience economy, and they need advanced features and capabilities to deliver the experiences that their customers and employees’ demand. But they also need a migration path to rolling out these capabilities that does not involve the disruptive ripping and replacing of existing technology,” said Yaser Alzubaidi, Vice President – Specialists Organisation, Avaya International.
“With the Avaya Experience Platform, we are bringing this ability to life – and the Metaverse Experience concept is a prime example of what you can achieve with such a platform.”
- Zeus Kerravala: How Avaya is bringing contact-centre functionality to the metaverse
- Video demonstration: How Avaya’s Metaverse Experience concept works
Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter.
Learn more at http://www.avaya.com