On Monday, Alan Masarek, the CEO of Avaya, a prominent provider of customer experience solutions, emphasized India's pivotal role as a key growth engine for Avaya on a global scale. Masarek highlighted substantial demand originating from both domestic clients and collaborative partnerships.
Avaya disclosed a notable surge in the adoption of its solutions in India, particularly within enterprises seeking to integrate artificial intelligence into their customer experience frameworks.
The company boasts a distinguished clientele in India, with major entities such as Airtel, State Bank of India (SBI), and the Government of India relying on Avaya's offerings. Avaya's contact center solutions play a crucial role in supporting vital services like the National Emergency Response Services (100, 112) and India's Aadhaar system. This underlines Avaya's integral involvement in critical aspects of India's technological infrastructure.
“Our momentum in this market further drives Avaya’s global growth as Indian businesses and government agencies continue to rely on Avaya as their trusted customer experience and communications technology partner,” said Masarek.
Additionally, Masarek underscored the strides in AI-driven innovations led by Avaya's research and development teams situated in Bengaluru, Pune, Hyderabad, and Gurugram. Notably, one-third of Avaya's robust team of 1,700 engineers is based in India.
Masarek emphasized that Indian enterprises, mirroring their global counterparts, increasingly view their contact centers as pivotal in delivering distinctive experiences for end customers.
Avaya's AI-powered contact center platform, the Avaya Experience Platform, has gained substantial traction among customers. The platform embodies Avaya's commitment to facilitating companies to innovate at their own pace, aligned with their unique requirements.
Avaya recently introduced Avaya Experience Platform Connect, empowering organizations to leverage their existing on-premises infrastructure for voice routing and call handling while accessing omnichannel voice and digital channels, along with cloud-based AI capabilities.
Demonstrating a commitment to community development and youth empowerment, Masarek announced a strategic partnership with the Magic Bus India Foundation, a prominent NGO in the education sector. Avaya has pledged over Rs 5 million to establish a youth skilling center in Hyderabad.
In collaboration with the Magic Bus India Foundation, Avaya aims to train 200 underprivileged adolescents through a 'CX Academy,' providing them with a foundation to embark on careers in the industry.
This initiative combines Avaya's local expertise in customer experience with a focus on fostering skill development and community impact.
(With Agency Inputs)
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