Communication Tools and Technologies to Drive Digital Transformation in PH Businesses – IDC, Avaya Report - TeknoGadyet
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Monday, April 23, 2018

Communication Tools and Technologies to Drive Digital Transformation in PH Businesses – IDC, Avaya Report

Avaya Holdings Corp. has teamed up with research firm International Data Corporation (IDC) to hold  its Philippines Enterprise CX survey among telco, financial services, banking, business process outsourcing, hospitality, government and manufacturing sectors in the country.

Communication Tools and Technologies to Drive Digital Transformation in PH Businesses – IDC, Avaya Report
Communication Tools and Technologies to Drive Digital Transformation in PH Businesses – IDC, Avaya Report

With this, Avaya has revealed the key trends in customer experience for 2018 that highlight the rising importance of communication tools and technologies to drive digital transformation.

“Businesses in Philippines understand the importance of good customer experience, and the increasing role that communications solutions will play in delivering it. Digital transformation using advanced technologies is the future of customer experience and Avaya is leading this wave of change, leveraging new technologies such as artificial intelligence, blockchain and the Internet of Things to enhance business performance,” Ferdinand Macatangay, Country Manager, Philippines at Avaya, addressed.

The survey shows that messaging (71%) and chat applications (58%) were the preferred customer engagement channels for Filipino businesses to invest in over the next two years.

Five key global trends were also observed by the IDC-Avaya Survey on Customer Experience, which includes:

  • Significant improvement in enterprises’ capability to understand customers
  • Upsurge in the frequency of communication and interactions
  • Emergence of new channel types allowing businesses to serve a truly omni-channel customer
  • Integration of communication into more mission-critical business processes
  • Measurement of CX success through combination of customer satisfaction and variety of customer service KPIs

See Also: Cherry Mobile Dominates PH Smartphone Market in 2017, IDC reports

“These insights, especially the improvements on specific key business areas, highlight the importance of digital transformation. Experience Avaya Philippines is a platform for our customers, partners and us to discuss the challenges faced by enterprises and how these can be overcome using technology. We understand this and support our customers in their digital transformation journey, using our innovative communication solutions,” Macatangay added. 

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