Philippine Businesses Focusing on Communications Tools and Technologies to Drive Digital Transformation: Avaya
MANILA - Avaya Holdings Corp., a leading global communications company, revealed key trends in customer experience for 2018 that highlight the increasing importance of communications tools and technologies and their impact on digital transformation. With digital transformation now a priority for 60% of Filipino companies, organizations ranked communications tools that enhance customer-to-employee engagement as most important to their DX initiatives, according to Avaya.
According to a survey presented at the Experience Avaya Philippines event in Manila, messaging (71%) and chat applications (58%) were the preferred customer engagement channels for Filipino businesses to invest in over the next two years. Emerging technologies such as artificial intelligence will play an increasingly significant role in customer experience, with bots and scripts being seen by Filipino companies as most important.
“Businesses in Philippines understand the importance of good customer experience, and the increasing role that communications solutions will play in delivering it. Digital transformation using advanced technologies is the future of customer experience and Avaya is leading this wave of change, leveraging new technologies such as artificial intelligence, blockchain and the Internet of Things to enhance business performance,” said Ferdinand Macatangay, Country Manager, Philippines at Avaya.
According to the joint IDC-Avaya Survey on Customer Experience, five key global trends were observed:
• Significant improvement in enterprises’ capability to understand customers
• Upsurge in the frequency of communication and interactions
• Emergence of new channel types allowing businesses to serve a truly omnichannel customer
• Integration of communication into more mission-critical business processes
• Measurement of CX success through combination of customer satisfaction and variety of customer service KPIs
The findings of the survey were announced at the Experience Avaya Philippines event held in Manila today.
Added Macatangay: “These insights, especially the improvements on specific key business areas, highlight the importance of digital transformation. Experience Avaya Philippines is a platform for our customers, partners and us to discuss the challenges faced by enterprises and how these can be overcome using technology. We understand this and support our customers in their digital transformation journey, using our innovative communication solutions.”
Experience Avaya is an event focused on the future of communications experience and its impact on digital transformation. The Avaya-IDC Philippines Enterprise CX survey was carried out from February 26 to March 13 2018 among Philippines enterprises in the telco, financial services, banking, business process outsourcing, hospitality, government and manufacturing sectors.
