BUILDING

UP THE
CUSTOMER
JOURNEY

PROJECT SPONSOR
BUILDING UP
THE CUSTOMER
JOURNEY
Written by Catherine Sturman
Produced by Danielle Harris
3
We speak with
Managing Director of
Avaya, Patrik Spoerri,
for Switzerland and
Austria surrounding the
company’s three new
software products

I
n the last five years, the need for companies to
digitise their services in order to diversify their
product portfolios and cater towards changing
customer demands, has grown exponentially.
Established nearly 20 years ago, Avaya has
become well-versed in the development of key
technologies, and has been behind a number of
smart, business-led omnichannel solutions to
support corporate users anytime, anywhere.
Gaining longstanding expertise in the markets in
which it is situated, Avaya adopts a global presence,
and works to bring people together by focusing on
developing technologies to support team engagement
and collaboration. This has allowed the company
to improve efficiencies in production, and deliver
exceptional customer service across all its operations.
Its three new business products, Avaya Equinox
Suite, Avaya Oceana and Avaya Breeze have seen

4
Avaya has become well-versed in the
development of key technologies

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Learn more
the company deliver solutions Managing Director Patrik Spoerri.
which are flexible, personable “Users will be able to communicate
and tailored to each individual in teams, drag and drop users into
or business. The products have meetings, or extend or shrink the
also been built to become highly number of people in the chain, making
scalable, and are accessible through the technology highly flexible.”
public, hybrid and private cloud
technologies, an attractive feat Supporting the customer journey
for any growing business. The use of sophisticated analytics will
Avaya’s Equinox Suite has enable Avaya to better understand
become its most advanced user needs and develop future
communication tool. solutions. “Avaya’s Oceana
Centralising all
services through $3.6 allows you to optimise,
transform and
one software
platform; from
voice messaging
billion
Avaya annual
digitise. More than
just that, it gets
detailed information
and group video, to revenue on how people work,
emails, calendars and enabling sophisticated
workflows – users can gain statistics to be drawn out of
access to information anytime, the system,” explains Spoerri.
anywhere. In a world where corporate The platform provides exceptional
users are continually on the move, such support, fully tracking a user’s journey.
technology ensures that users remain A useful tool to track staff training
productive and engaged. The software needs, for example, Avaya Oceana
is also accessible through mobile, and captures all interactive data, delivering
is operational without VPN connectivity. key insights in real time. Such reporting
“All servers and applications running capabilities can also highlight trends
can be combined, which means a and guarantee optimal performance
more efficient solution,” explains and reduce potential risks.

w w w. a v a y a . c o m 7
“Avaya’s Oceana allows you
to optimise, transform and
digitise. More than just that, it
gets detailed information on
how people work, enabling
sophisticated statistics to be
drawn out of the system”
PATRIK SPOERRI, Managing Director of Avaya

Avaya’s third developed product, Avaya Breeze,

works to strengthen the capabilities of Avaya
Oceana. “Users can build or integrate apps, add,
decline or cancel them on this platform,” says Avaya has experts
located in almost
Spoerri. “It can be used for special functionalities,
30 countries
so Breeze is a similar solution which gives users
the rights to customer information, connect to
servers, applications, databases, to CRM and
URPE systems, and use the data if the customer
allows, to react to the information supplied.

2000
“For example, if you have pieces of equipment which
are sold out, users can send out a push mail to tell
the responsible person to order more stock. We used
to do this in the hospitals in Switzerland. As soon as The year that
equipment leaves the hospital, the service is tracked.” Avaya was
Breeze is therefore also able to integrate and founded
support ongoing workflows through its visual,

8
workflow building tool, fully connecting
users and reducing time for tasks to
be completed, delivering significant
cost savings for businesses.
Customer care
With experts situated in nearly 30
countries, Avaya’s solutions have
been built to provide exceptional
business performance, where users
can gain an immediate level of support
24-7. Chat or video services have
been built to fully support the user,
something which has become one of
the Avaya’s key strengths, leading to
higher levels of team productivity.
However, going forward, Spoerri
adds that security will become a key
focus across all areas of its services. “It
will be vital for customers to understand
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“We want to help what the solutions are and how such

customers to information can be protected through

Avaya’s IT infrastructure,” he says.
understand how “Consulting is an important step
they can implement where we want to go. We want to
help customers to understand how
our solution in their they can implement our solution in
business processes, their business processes, how we
how we can help can help them make more money
with their organisations, and how
them make more they can optimise things, and so on.
money with their “This can start at the very
organisations” low end of the dollar, it’s not
always a huge project.”
PATRIK SPOERRI This framework will see Avaya
Managing Director of Avaya increasingly work with users to
ensure that there are no interruptions
in their business operations and
thus minimising money wastage.

Long term investments

Avaya will also invest heavily on the
recruitment side as business grows,
sourcing local talent to lead the way in
developing new solutions, and possibly
bring in external companies to support
building new pieces of software.
“It’s not only technology – it’s really
process-orientated thinking and

10
 Avaya also
places heavy
emphasis
on talent
acquisition

engineering, as well as understanding a diverse number of solutions to

the business,” explains Spoerri. “How customers and provide the real-time
our technologies can be optimised with information to bring people together.
how customers work, and how they “We are a small company, but we
can use this technology in combination deliver a powerful solution to the
with their people much more efficiently, market. This is what makes Avaya
in order to gain easy access to successful,” Spoerri concludes.
solutions and essential information.
“We are really the first company to
build up the customer journey, and
are able to deliver this framework
with a really open connectivity.
“We can, through the access of
all the different IT solutions, bring

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 Avaya Inc.
4655 Great America Parkway, Santa Clara, CA 95054. USA
T: +44 800 011 9706 www.avaya.com