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Accs guide AVAYA CONTACT CENTER SELECT ?? GUIDE In this video we ? ll introduce you to Avaya IX Workforce Engagement Select including how it can help with customer experience a little on packaging and licensing and ?nally some great features of the soluti

AVAYA CONTACT CENTER SELECT ?? GUIDE In this video we ? ll introduce you to Avaya IX Workforce Engagement Select including how it can help with customer experience a little on packaging and licensing and ?nally some great features of the solution Let ? s get started CAVAYA CONTACT CENTER SELECT ?? GUIDE We all live in a digital world and a digital global economy Therefore our workforces are in the middle of a transformation to a digitally-savvy mobile workplace Businesses of every size are trying to evolve to get ahead of the curve and consumers are in the drivers seat They demand a secure multi-touch digital experience To succeed businesses need to understand their consumer ? s demands and lifecycle More than that they need to predict needs and respond to them in order to keep ahead of the competition CAVAYA CONTACT CENTER SELECT ?? GUIDE So how we interact with customers and end users is de ?nitely changing Here are some statistics that jump out of interactions are through mobile devices and in ecommerce will drive trillion in transactions That ? s up billion from just last year Also of companies are using chatbots today and that is expected to be in years These numbers are staggering in terms of change in the market CAVAYA CONTACT CENTER SELECT ?? GUIDE Employees and customers are changing and demands from these two groups means your Contact Center opportunity is signi ?cant We ? ve all seen the evolution of the contact center go from voice only call centers to email chat SMS social and beyond Organizations need to stay ahead of the pace of consumers According to recent research by PwC the employee experience is the cornerstone We ? ve seen this as well based on research we did with IDC Human interaction matters now and of U S of non-U S consumers want more of it in the future Regardless the technology supporting human interaction must be seamless and unobtrusive across platforms CAVAYA CONTACT CENTER SELECT ?? GUIDE So what is Avaya doing Well we have a new brand Avaya Intelligent Xperiences which reinforces who we are and what we do Two key statements are really the foundation for our Contact Center business and our guiding principles ? Make every customer experience a great one and ? Build loyalty and value with every customer experience These objectives are not only behind how we do business but form the goal for helping organizations do the same CAVAYA CONTACT CENTER SELECT ?? GUIDE Customer experience or CX continues to be a top organizational objective for businesses In fact a recent research report shows that eight of every ten companies recognize that customer experience is a key di ?erentiator Why CX is proven to increase customer loyalty business performance and employee engagement Agent productivity is a top operational priority passing ?rst contact resolution Agents are now spending about of their time managing customer interactions across di ?erent communications channels And four of