Wed, Sep 19 2018, 7:07 am

Avaya bags gold for business analytics at IT World Awards

By Digital Edge Bureau, 26.07.2018, 16:45
 
Chris_McGugan_1

Chris McGugan, SVP of Solutions & Technology, Avaya

Avaya has announced that Network Products Guide, one of the industry’s leading technology research and advisory guides, has named Avaya a Gold winner for business intelligence & analytics in the 13th annual 2018 IT World Awards. These industry and peer recognitions from Network Products Guide are premier information technology awards honoring achievements and recognition across every facet of the IT industry.

“Avaya has transformed its unified communications and contact center platforms to integrate emerging disruptive technologies to help greatly improve a companies’ ability to enhance their customer experience,” said Chris McGugan, SVP of Solutions & Technology, Avaya. “By enabling organizations to immediately benefit from the enormous volumes of historical and real-time data they have to better understand customer satisfaction, Avaya is turning that data into actionable insight and concrete results for businesses and government agencies. We are honored to be recognized by IT World Awards with this esteemed industry and peer recognition”, added McGugan.

The Avaya Happiness Index on Blockchain enables organizations to dynamically manage the customer journey to achieve greater satisfaction. Developed in partnership with Avanza Innovations, this unique solution securely collects and automatically analyzes customer interaction data from multiple sources across all channels in real time, harnessing innovative technologies in the areas of blockchain, artificial intelligence and advanced data analytics to transform customer experience.

The blockchain infrastructure securely collects and shares anonymous customer interaction data from a network of peers, while the real-time automated analysis of speech and text (chat, IM, email and SMS) interactions instantly identifies behaviors and trends, accelerating an organization’s ability to anticipate requirements and proactively respond to customer demands.

An annual achievements and recognition awards program with active participation from a broad spectrum of industry voices, the annual IT World Awards recognition program encompasses the world’s best in organizational performance, products and services, hot technologies, executives and management teams, successful deployments, product management and engineering, customer satisfaction, and public relations in every area of information technology.

More than 80 judges from a broad spectrum of industry voices from around the world participated and their average scores determined the 2018 award winners. Winners will be honored in San Francisco on Monday, July 30, 2018 during the annual SVUS Red Carpet Awards Ceremony Dinner in San Francisco attended by the finalists, winners, judges and industry peers.

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