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This year, Avaya is redefining customer and employee experience solutions to address the emerging needs of the multiexperience economy. The idea is to empower organizations with the communications and collaboration solutions they need to work smarter and engage with customers and employees more effectively.

Telecom Review managed to secure an interview with Nidal Abou-Ltaif, President at Avaya International, to discuss the company’s expanding portfolio of rich solutions and services.

What is Avaya showcasing at GITEX this year?

We are showcasing our new cloud-based contact center solutions. We launched Contact Center as a Service (CCaaS) for public call centers with our partners –Google, Verizon and more. Our CCaaS is built on Microsoft Azure, designed to enable customers on their journey to the cloud with a scalable, flexible and robust platform, which helps build team engagement and drive enhanced customer experiences.

We are also placing a spotlight on Avaya Spaces, an all-in-one workstream collaboration platform for the digital workplace. It can be used as a collaboration tool for all communication needs, including the new modernized world of video. It supports all kinds of collaboration, from video and messaging to document-sharing. It's a perfect productivity tool, and of course, it's very secure.

What measures has Avaya implemented to help its customers manage during COVID-19?

I have to say that we had implemented many capabilities to help our customers cope with COVID-19 even before it began. We are very proud and of course we had no idea there would be a global pandemic.

We're very proud of what we have done to help governments, airlines, and hospitals throughout this time. Our employees donated equipment to help with the issue and enabled around 2,500 employees to work remotely. We kept all call centers running during a critical period of time.

So what began as an initiative in response to the pandemic eventually transformed into another business. We are lucky that we have continued to grow during the pandemic, due to the flexibility of our technology and the way in which Avaya enables people to work from anywhere.  It wasn't a trend for us – it is part of what we have always delivered to our customers.

In 2021, we are ready to focus on offering our customers the choice to move to the cloud. We have built all of the necessary tools and a platform software services – Avaya OneCloud – to enable our customers to move towards the future. COVID-19 has accelerated the digital transformation and we are prepared, with all innovative tools and services, to make sure our customer can do this in a smooth way.


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