63% 79%

62% 45%

It’s about the natural human connection experience. More meaningful relationships

drive experience excellence. Deliver the new standard for your employees

and customers everywhere in your business.

Whether human or automated, digital or physical, routine or sophisticated – create

natural connections and deliver CX Excellence.

All employees are ambassadors of your brand, not just those in the contact center.

The problem isn’t lack of data; it’s turning that data quickly

into actionable insights for positive business results.

Ability to translate data into actionable insight at right time

Data accessibility (right data to right people at right time)

Ability to access & use all available data in seamless fashion

Importance Success

Consumers want

IMMEDIATE response

from organizations

Consumers find it difficult

to switch from one means of

communication to another

without having to start the

entire process again

Up from 57% in 2015

Consumers want human

assistance to file complaints

or return products

Channel independence

facilitates natural

connections

Enterprises serve

customers, not ‘just’

contact centers

Real-time insight,

not data, drives

right actions

3 Fundamentals

Channel independence facilitates natural connections

Enterprises serve customers, not “just” contact centers

Real-time insight, not data, drives right actions

Learn More

Timely delivery is 3rd most important

factor in buying decision

Only 28% of organizations integrate CX

with fulfillment and delivery extremely well

81% of consumers want to speak to

delivery drivers

But only 14% of back offices have

fully automated tracking against SLA

Real-time dashboards provide valuable insights that

your CX management team can act on. IT can enjoy

using existing investments. Collect the data and now

purposefully use it to create real impact.

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya. For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees.

Our guiding principles are the foundation to help organizations do the same:

• Make every customer experience a great one

• Build loyalty and value with every customer experience

To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter.

Let us help you create experiences that build customer loyalty and brand leadership. Visit us at avaya.com.

Say convenience is more

important than price

Up from 51% in 2015

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Enabling Intelligent Experiences for Customers and Employees

1 2 3

Integration among applications and teams throughout

your enterprise drives faster and smarter collaboration,

information sharing, and better decision-making across

the organization for the benefit of your customers.

83%22%

80%21%

18%

Sources:

• Digital Transformation: The Key to Getting it Right, IDC research commissioned by Avaya, March 2018

• SuperServe: Building Customer and Employee Experiences, 8 Strategies for the Future, Davies Hickman Partners research commissioned by Avaya, August 2018

• Digital Transformation: The Key to Getting it Right, IDC research commissioned b Avaya, March 2018

• Putting the Back Office Front and Center in Your CX Program, Nancy Porte, February 22, 2018 http://customerthink.com/putting-the-back-office-front-and-center-in-your-cx-program/

• Harvard Business Review, Analytics Services Survey, March 2018, https://hbr.org/hbr-analytic-services; Real-Time Analytics: The Key to Unlocking Customer Insights & Driving the Customer

Experience https://hbr.org/resources/pdfs/comm/sas/Real.Time.Analytics.pdf

73%

Back office errors or delays are the 2nd

biggest influencer of customer dissatisfaction

Only 20% of back offices receive automated

alerts when service goals are at risk