‘We are Preparing Customers for the Metaverse’ – Avaya

An Avaya exec revealed that the corporate is making ready clients for the metaverse.  

Though Avaya will not be shifting its contact centres into the metaverse, it’s getting them prepared for end-customers who might want to talk throughout the metaverse.  

Nidal Abou-Ltaif, President of Avaya Worldwide, who spoke with UC Immediately’s David Dungay at Gitex 2022 in Dubai, emphasised the theme of “elevation without disruption”, which the corporate has been working in direction of below the management of its new CEO and President of Avaya, Alan Masarek. 

Abou-Ltaif believes bridging its clients to the metaverse matches exactly into this theme. He explains: “We are going into the metaverse world making sure we elevate our customer to the future, linking the current to the future and taking care of our customers. We are seeing a lot of excitement.  

“Almost every government department, every bank has an Avaya contact centre or something from Avaya. We went back to the theme of ‘elevation without disruption’ and came up with this innovation.  

“We are not in the metaverse world, but we are preparing our customers to connect to the metaverse world.”  

“We will probably be permitting our clients to ship a Whatsapp message or hyperlink to callers and go into the metaverse world, whereas brokers can nonetheless be on standby to speak and get in touch with [via normal channels].  

Abou-Ltaif additionally gave perception into its newest partnership information, together with a brand new strategic partnership it has shaped with Alcatel-Lucent Enterprise. They’ll develop into a world reseller of Avaya’s CCaaS answer.  

Within the final 12 months, he mentioned they’d up to date a whole lot of their APIs the place they permit their clients to make use of their areas as contact centres.  

The Avaya exec additionally listed clients from varied sectors, like emergency providers, in addition to nations, together with India, the UK, Europe, and Asia-Pacific.  

Abou-Ltaif spoke additional about its metaverse plans: “What we are showing on the stand is any individual wants to come and invest in Dubai they can do all work on the metaverse world because all the departments already have their addresses on the metaverse world.  

“What we did is buy land in the metaverse world so we can connect our customers to it.   

“We are moving them to the future. You don’t need to build a metaverse contact solution – maybe one day – but for now, we are bridging contact centres to the future.”  

Avaya has been in monetary hassle just lately, with many asking ‘can Avaya survive a second time?‘  

The company recently announced its Q3 revenues have sunk by 20 per cent year-over-year. Its share price fell by 37.5% on the same day.  

Alan Masarek began as CEO of Avaya on August 1st, replacing Jim Chirico, who departed abruptly amid the company’s monetary disaster.