64 Avaya’s professional services team, Avaya Customer Experience Services, or ‘ACES’, is redefining professional services. With an innovative blend of artificial intelligence, automation, cloud evolution and omnichannel integration, the ACES team is not just keeping pace with technology, it is orchestrating and “acing” it. “Our vision is for ACES to reimagine professional services for the era of the ‘new ACD’: AI, cloud and digital,” says Emir Susic, global vice president of Avaya Customer Experience Services. “We’re leveraging Microsoft technology such as Azure, Teams, Dynamics 365 and Nuance to deliver the next generation of customer experience (CX) to our clients, which are spread across 190 countries. “ACES is acutely aware of the shift in business dynamics and is responding by transitioning from selling technology to delivering transformative business outcomes and superior experiences. Our comprehensive approach to the customer journey ensures that we are the trusted ally of our clients, guiding them from the spark of ideation through to delivery and beyond.” ACES AI Automation Services, leveraging Avaya CX technology and backed by Microsoft Azure and Nuance, are revolutionising business efficiency – enabling enabling businesses to reduce labour costs by over 33 per cent and boost productivity by an impressive 14 per cent plus, all the while enhancing the working lives of employees. In the cloud evolution arena, the ACES team is using both the Azure-powered Avaya Experience Platform and the Avaya Enterprise Cloud to reshape the landscape of superior experiences. Their ability to deliver seamless workflow migration and their unique hybrid cloud services capabilities are the game-changers in the industry. They are propelling businesses into the future, slashing development time to market by a staggering 75 per cent, ramping up customer satisfaction, and fortifying security. “With Teams and Dynamics 365, ACES is redefining customer journeys,” says Susic. “We're orchestrating harmonious customer journeys across multiple touchpoints, fuelling an era of higher brand loyalty, surging sales and a rejuvenated workforce. “The essence of ACES lies in the ‘whole product/one client’ approach. We weave our services and products into a customised narrative for each client, delivering superior experiences that are as unique as the journeys of their customers and employees.” “ We’re orchestrating harmonious customer journeys across multiple touchpoints” INTERVIEW Acing the future of customer experience services Emir Susic explains how Avaya uses artificial intelligence, automation and cloud technologies to reimagine the customer journey and help them streamline business communications and operations BY RICHARD HUMPHREYS
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