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Avaya’s BI solution wins gold with blockchain integration

Avaya has been awarded Gold for Business Intelligence and Analytics in the 13th Annual 2018 IT World Awards Products Guide.

“Avaya has transformed its unified communications and contact centre platforms to integrate emerging disruptive technologies to help greatly improve companies’ ability to enhance their customer experience," says Avaya senior vice president of solutions and technology Chris McGugan.

"By enabling organisations to immediately benefit from the enormous volumes of historical and real-time data they have to better understand customer satisfaction, Avaya is turning that data into actionable insight and concrete results for businesses and government agencies. We are honoured to be recognised by IT World Awards with this esteemed industry and peer recognition.”

The Avaya Happiness Index on blockchain enables organisations to dynamically manage the customer journey to achieve greater satisfaction.

Developed in partnership with Avanza Innovations, this solution securely collects and automatically analyses customer interaction data from multiple sources across all channels in real time.

The blockchain infrastructure securely collects and shares anonymous customer interaction data from a network of peers, while the real-time automated analysis of speech and text (chat, IM, email and SMS) interactions instantly identifies behaviours and trends.

The annual IT World Awards recognition programme encompasses organisational performance, products and services, hot technologies, executives and management teams, successful deployments, product management and engineering, customer satisfaction, and public relations in every area of information technology.

More than 80 judges from a broad spectrum of industry voices from around the world participated and their average scores determined the 2018 award winners.

The Annual IT World Awards is part of the SVUS Awards recognition program from Silicon Valley which also includes other programs such as CEO World Awards, Consumer World Awards, Customer Sales and Service World Awards, Golden Bridge Awards, Globe Awards, Info Security PG’s Global Excellence Awards, Pillar World Awards, PR World Awards, and Women World Awards.

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