CX Spotlight by Fifth Quadrant

Australian Government and Enterprises Set for Advanced Customer Experience through Avaya and Unisys

Sydney, Australia – August 22, 2018 – Avaya Holdings Corp. (NYSE:AVYA) and Unisys (NYSE:UIS) today announced a partnership that will help Australian organisations – including government, financial services, transportation, and healthcare – deliver relevant and secure customer experiences (CX) driven by advanced technologies such as artificial intelligence (AI) and machine learning.

The agreement will provide joint clients in Australia with integrated transformative solutions combining Avaya’s contact centre (CC) and unified communications (UC) platforms with Unisys’ industry-specific secure solutions and expertise. This will equip Australian organisations with comprehensive and secure solutions to establish UC and CC environments in situations where data security and integrity is paramount.

“As an extension of our global strategy to partner for customer success, this agreement enables us to address the bigger picture for our local customers and to help them deliver real time outcomes for their employees and clients,” said Peter Chidiac, Managing Director Australia and New Zealand, Avaya. “Our customers are interested in outcomes for their organisations – they rely on us to understand how we can help them overcome challenges and capitalise on opportunities, particularly with the changes the digital economy has generated. Today, our conversations with our customers focus on the potential impact that automation, biometrics and other advanced technologies has on their operations. Our alliance with Unisys in Australia further expands the value Avaya brings to those discussions.”

According to IDC[1], Australian organisations rank CX as their top priority in a contact centre market valued at more than $500 million as of last year. Meanwhile, 73 percent are striving to improve CX through technology that optimises agent performance and delivers a more customer-centric channel offering, according to Fifth Quadrant[2]. Through this partnership, Avaya and Unisys are positioned to execute on an integrated go-to-market strategy centred on the diverse CX requirements of organisations in this mature region. 

“We are in the age of the customer – it takes capability, flexibility and industry experience to deliver an intuitive, consistent and secure experience for our clients,” said Murray Whitlocke-Jones, Partner and Alliance Director, Unisys Asia Pacific. “By partnering together, we can combine Unisys’ deep industry experience and portfolio of solutions with Avaya’s software and cloud-based, client-centric technologies to deliver transformative and secure solutions for organisations in the government, finance, travel and transport and healthcare sectors.” 

While the integrated Avaya-Unisys solutions are fundamentally industry-agnostic, significant demand is expected from large enterprises in government, financial services, transport and utilities, with several projects currently underway. 

About Avaya

Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customisable solutions for contact centres and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimise solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com.

About Unisys

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. For more information on how Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets, visit www.unisys.com.au.

[1] IDC, Australian Contact Centre Spend Breaks the Half Billion Dollar Mark in 2016, February 13, 2017

[2] Fifth Quadrant, 2018 Australian Contact Centre Benchmark Report, February 2018

 

FQ Editor

Written by FQ Editor

Press release from an outside source. Please consult the organisation directly for details about this release.

Topics: Customer experience press release Artificial Intelligence

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