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Avaya showcases metaverse tech at Gartner’s symposium

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Avaya has demonstrated how customers can expand into the Metaverse by demonstrating technology that extends contact center capabilities into new virtual realms.

Shown at the Gartner IT Symposium/Xpo in Barcelona, ​​Avaya’s Metaverse Experience concept builds a link between the Metaverse and the real world.

It demonstrates how organizations can use Avaya Experience Platform to extend their contact center capabilities to the metaverse through various customer journeys. This demo presents a technology that may enable companies to imagine how contact center agents can assist and interact with customers within a virtual world.

As outlined by the Gartner at Gartner IT Symposium/Xpo, the Metaverse offers revolutionary new opportunities and business models that enable enterprises to scale their digital businesses in a perpetual, distributed, collaborative and interoperable way. to

The Gartner IT Symposium/Xpo is the world’s premier gathering of CIOs and IT executives.

“For Avaya, bringing the Metaverse into the contact center was not a complicated process. As a result, Avaya customers can try out the metaverse or add contact center functionality without deploying a new platform or undergoing a major upgrade,” said ZK Research. said Zeus Kerravala, Founder and Principal Analyst of

Metaverse Experience is one of several concepts Avaya is demonstrating at the Gartner IT Symposium/Xpo in Barcelona. Avaya introduces solutions that enable organizations to turn every customer moment into business momentum.

These use cases demonstrate how Avaya Experience Platform can provide a seamless experience for customers and employees without the need for disruptive rip-and-replace technology updates.

It shows how companies can extend their contact centers into the metaverse and take advantage of advanced AI innovations without impacting their existing contact center investments.

“Organizations are competing in the experience economy and need advanced features and capabilities to deliver the experiences their customers and employees demand. But they also need a migration path to deploy these capabilities. This is without disruptive ripping or replacement of existing technology.”

“With the Avaya Experience Platform, we are enabling this capability. The Metaverse Experience concept is a prime example of what such a platform can do.”

In addition to metaverse integration, Avaya’s booth at Symposium/Xpo also demonstrated solutions for automation, AI-powered digital marketing technology, and AI analytics.

“Improving workflows through automation leads to better customer experiences and business results, no matter where our customers are on their transformation journey. Adopting digital marketing technologies can extend the capabilities of your contact center: clients can learn how facial biometrics, chatbots, voice analytics, and conversational AI can be used to improve the customer experience. I can do it”

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