than just technology. It encompasses
the importance of understanding
who is at the other end of the commu-
nication channel – whether it’s a phone
call, a chat or an SMS – and giving that
particular individual the opportunity
to communicate through the channel
that’s most appropriate and most
effective for them,” comments Gogal.
“I have a team of software developers
that focus on creating individual,
customised and unique experiences
on a case by case basis for each
and every one of our clients.”
Avaya’s omnichannel approach
has enabled it to adapt to customers’
needs. “We have the ability to integrate
very seamlessly with virtually
any enterprise application that’s
available and bring the contextual data
sets of those back-office applications
into the overall client experience.
We are uniquely positioned to provide
our clients with a personalized service
across virtually any media channel
and that’s a fundamental game
changer for us,” Gogal adds.
“Avaya’s business lineage leads us
back to the 1-800 patent. Having such
a strong legacy in the communicationsCLICK TO WATCH: ‘AVAYA THROUGH THE EYES OF OUR EMPLOYEES’
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