New Avaya Study Finds AI Orchestration is Revolutionizing Customer Experience in the Contact Center as Large, Global Organizations Shift to Hyper-personalized Engagement

Industry Experts will Share Insights and Key Findings during a Webinar on April 29 or 30

MORRISTOWN, N.J.--(BUSINESS WIRE)--Avaya, a leader in enterprise CX, today released findings from new research it commissioned about how AI is reshaping customer experience in the contact center by Forrester Consulting¹: From Automation to Orchestration: The Future of AI-Powered Customer Experience.

According to the findings, 52% of business decision-makers prioritized AI to increase customer support efficiency. In fact, with AI in CX, 42% cited reducing operational costs and enhancing customer satisfaction as being equally important. Respondents demonstrated being future ready when it pertains to AI, with 45% planning to implement more advanced capabilities like orchestration using tools for data analysis and customer journey optimization within the next 12 months. This data underscores that companies continue to prioritize improving the experiences they deliver to customers and view them as critical to retaining and growing revenue.

"We believe the Forrester research validates what we're consistently hearing from the market: organizations are rapidly embracing and preparing for a world where AI is central to both business strategy and daily operations,” said Pete Lavache, CMO at Avaya. “Companies know exceptional customer experiences drive revenue ─ the major hurdle is being able to actually orchestrate those experiences leveraging any, or every, AI tool they choose. At Avaya, we’re focused on giving customers the agility to make these decisions and pivots in real time so they can keep pace with change and forge valuable ongoing relationships.”

Hyper personalization with AI is also integral in CX and when done at every touchpoint, fosters loyalty and enhances satisfaction, driving repeat business. Meaningful customer experiences should rely on AI to analyze company information, customer history, and previous interactions in seconds. The speed at which AI adoption happens in the enterprise depends on the outcomes businesses seek. The study indicates that organizations with flexible, scalable technology platforms will be well-positioned to evolve as AI does while balancing customer satisfaction with profitability.

AI Barriers to Entry Highlight the Need for Phased Adoption, Flexible Integration, and Data Compliance Including Privacy and Security

The top two concerns from survey respondents are the high cost of replacing existing technologies (37%) followed by security and data privacy (35%), which reflect the significant financial investment of AI solution integration and the importance of safeguarding sensitive customer data.

Of those surveyed, phased AI adoption is critical to maintaining service quality (76%). Respondents also:

• Prioritize business continuity (76%).
• Emphasize alignment with corporate AI strategies is essential (72%) and the importance of flexibility to integrate with other AI tools (71%).
• Indicate AI compliance tools are very important (59%).

The data suggests there is a strong demand for AI compliance tools to safeguard organizations while optimizing processes and enhancing CX such as compliance with industry standards like GDPR and HIPAA and secure data handling through encryption, and access controls. By combining advanced AI capabilities with stringent security protocols, a secure and efficient CX can be achieved.

AI in the Contact Center Improves CX

Despite implementation challenges such as high costs and data silos, the research proves organizations continue adopting AI in the contact center for its competitive advantages and transformative potential including an improved CX.

“Those who can strategically implement and maximize the potential of today's AI capabilities—while remaining adaptable to emerging technologies we haven't yet imagined—will set the new standard for customer engagement and competitive advantage," said Lavache.

Register for “The AI-Orchestrated Contact Center” Avaya webinar here to learn from industry experts and gain insights into the next wave of AI-driven CX innovation. Discover how AI is transforming customer interactions, enhancing operational efficiency, and propelling business success in this engaging session. Access the full study findings here.

Methodology: This online survey was conducted by Forrester Consulting with 415 decision-makers from global tech and tech services, business and professional services, financial services, healthcare, government, pharmaceuticals, airlines, and travel and hospitality in North America, Asia-Pacific, EMEA, and Latin America. Avaya commissioned this research.

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Avaya is the global leader in customer experience (CX) solutions for large enterprises, providing organizations with the tools they need to drive customer and employee engagement and achieve better business outcomes.

The world’s biggest brands trust Avaya’s contact center and collaboration technology to deliver innovation, allowing organizations to add best-in-class technologies on top of their existing infrastructure. With the freedom to choose their journey to innovation, there’s no limit to the experiences Avaya customers can create. Learn more at www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

Certain statements discussed in this release as well as in other reports, materials and oral statements that the Company releases from time to time to the public constitute “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995 (the “PSLRA”). Generally, words such as “anticipate,” “estimate,” “expect,” “could,” “intend,” “believe,” “plan,” “target,” “forecast” and similar expressions or the negative thereof are intended to identify forward-looking statements. Such forward-looking statements reflect management’s current expectations, strategic objectives, business prospects, anticipated economic performance and financial condition and other similar matters. Forward-looking statements are inherently uncertain and subject to a variety of assumptions, risks and uncertainties that could cause actual results to differ materially from those anticipated or expected by the management of the Company. These statements are not guarantees of future performance and actual events or results may differ significantly from these statements. Actual events or results are subject to significant known and unknown risks, uncertainties and other factors, many of which are beyond the Company’s control. It should be understood that it is not possible to predict or identify all such factors. Given these risks, investors and analysts should not place undue reliance on forward-looking statements. Forward-looking statements speak only as of the date of the document in which they are made. The Company disclaims any obligation or undertaking to provide any updates or revisions to any forward-looking statement as a result of new information, future events or otherwise, except as required by law. These statements constitute the Company’s cautionary statements under the PSLRA.

¹ “From Automation to Orchestration: The Future of AI-Powered Customer Experience” Transforming Customer Engagement with Hyper-personalized Experience, a commissioned study conducted by Forrester Consulting on behalf of Avaya.

Source: Avaya Newsroom