The slow and inevitable shift to greater working flexibility transformed into a torrent due to COVID-19 lockdowns all over the world in 2020 as the pandemic compressed years of work-from-anywhere adoption culture down into weeks and sometimes even days.

Companies who had already invested in digital transformation programs and adopting contemporary approaches to technology, such as cloud computing and software as a service, found themselves with a significant competitive advantage over those who had dragged the chain.

However, even those who were more advanced than their peers soon learned that simply enabling employees to operate remotely by overloading them with apps was not nearly enough.

The ability to modernise how to communicate effectively with employees, customers and partners became a core proposition.

For Avaya that means helping its customers leverage the powerful framework of its OneCloud Communications Platform as a Service (CPaaS) to provide sophisticated workstream collaboration capabilities.

The goal was to help its clients build a unified, integrated, all-in-one solution, with as little business disruption as possible, and ideally, none.

Further reading:

Avaya’s UCaaS solution is built on CPaaS, enabling organisations to transform legacy communications into the new future of work.

According to Simon Vatcher, Managing Director A/NZ, at Avaya, “In light of the pandemic, the focus on UC has shifted from an area of increased interest to a necessity for business continuity. It has transformed into Workstream Collaboration by empowering teams to communicate through the integration of chat, voice, video, and meetings with workflows and external applications.

Vatcher says this has seen the replacement of disparate tools that hinder collaboration with configurable virtual workspaces that allow better access to communication, higher quality and stronger impact. It also has started a new conversation around remote employee and customer engagement.

Future of Work

Users are struggling with application fatigue as they try to get a handle on so many disparate applications.

“User fatigue combined with having to figure out new ways for growth following – or while still in – the throes of a pandemic is pushing businesses to favor technologies that will support being the ‘glue’ between existing applications,” says Vatcher.

Vatcher says the solution is workstream collaboration that connects workflows and processes to improve customer and employee experiences and combines with an existing broad enterprise ecosystem.

“That Workstream Collaboration solution is Avaya Spaces,” he said.

With the rising popularity of AI in UCaaS solutions, Avaya says it has taken it a step further with enabling AI in the Cloud.

This helps users create appropriate environments from anywhere with AI background replacement and noise elimination, says Vatcher.

“AI has the ability to create virtual work environments and improve the productivity of staff. For instance, searchable AI transcriptions can differentiate voices and create accurate, real-time closed captions and translation. It can also generate meeting minutes, saving staff valuable time.”

Other benefits of utilising AI from the cloud include identifying and creating tasks from within meetings or conversation streams; richer voice commands; and anticipatory search across multiple data sources which can prioritise results based on activity.

“And with Avaya’s AI is cloud-based, and doesn’t rely on processing power in the device, it works on nearly anything, old or new.”

According to Vatcher “We are witnessing a shift in how the workplace functions, transitioning from the old way of being digitally enabled to the new way, infused with automation and AI.”

He says the relationship between Avaya, Google and NVIDIA is a good example in how to reimagine the communications experience.

“With OneCloud CPaaS (Communications Platform as a Service) at its core, enterprises can benefit from the hybrid design of Avaya Spaces by further unlocking the potential to accelerate digital transformation,” says Vatcher.

Learn more about Avaya OneCloud CPaaS. Click here to get started.

This article is published by the Which-50 Digital Intelligence Unit on behalf of Avaya.

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