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Celebrating 49: Accelerating progress with collaboration

Pamela Tham, Country Director, Singapore, Avaya | Aug. 8, 2014
Avaya shares three priorities to enable businesses as they strive to become smarter.

The upcoming Formula One weekendis a great example of how the country continues to elevate itself as a complete hub for business and entertainment. Events such as these magnify the networking requirements as the country prepares for approximately 100,000visitors everyday between 19 and 21 September. Avaya's experience at this year'sSochi Olympic Winter Games is a great exampleof what to expect from a connectivity and user experience perspective - and of how to design and manage a network to support user needs flawlessly. Consumer adoption and appetite for cutting-edge technologies is impacting infrastructure investment at all levels. Regardless of the scale and profile of the project, organisations of all sizes face similar challenges. To do this, whatever the size and scale, they must put in place a clear and effective strategy that will enable them to achieve mobility with a robust, flexible and easy-to-manage network.

3.       Satisfying with the next generation customer experience management 

Customers areembracing new technology faster than the organisations that serve them, and they expect personalized and timely access to services through any device. Calls, emails, on-line tools and now, social media-withthe increased demand for multichannel communications, business now need to look at transforming their communications architecture to support multimedia, multi-modal communications that can easily adapt to new contact types.A new study from Avaya,investigates the emphasis companies are putting on Customer Experience Management (CEM) and finds that increasingly high expectations are creating a business environment where the majority of organizations are struggling to keep up. It found a solid correlation between a strong CEM program and increased profits, with 81 percent of those who have seen a significant increase in profits being companies that have a CEM program in place, compared to those who have seen profits remain static (46 percent) or suffered a decrease in profits (35 percent).

Contact centers often are the hubs of customer data, and this is increasingly an opportunity for organizations to analyze customer inputs and provide the right service through better understanding of their preferences.Leveraging the right channels to listen to feedback and respond appropriately will be instrumental in helping businesses define the right channel strategy and a tightly-integrated communications architecture.Finally, aligning with newly implementedregulations, such as the Personal Data Protection Act (PDPA), remains critical for businesses to ensure their customer experience management strategy is compliant, whilst differentiating their offer by delivering consistent, first-class service across all channels.

As Singapore businesses move towards better productivity and workforce mobility, highly collaborative work environments, orchestration and alignment of resources will be key in differentiatingsuccessful businesses from the rest.


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