Digital transformation projects need to engage workforce, customers and partners to succeed: Avaya

For any organization to undergo digital transformation (DX), it has to be embraced at all levels of the organization, according to the business communications software provider Avaya.

The organizations have to ensure that the DX projects are supported by its workforce and they are capable of handling the projects. They should undergo the training and technology to implement them. Also, the clients should enjoy some differentiated experiences from the DX projects, encouraging them to do business with the organization.

Avaya helps the companies go digital via its wide range of portfolio, including the software and services for contact center and unified communications. The company is conducting Avaya ENGAGE, an event at Atlantis the Palm, Dubai. The four-day event has witnessed a participation of 1,500 senior Avaya executives, industry leaders, technology innovators and key decision makers, from more than 70 countries.

“In today’s digital business world, just about every organization, company and industry sector has access to digital technologies – the gap now is between the “haves” and the “have mores” — those organizations that are using their digital capabilities more effectively to innovate and transform their operations. We are seeing a new digital divide – the DX divide,” Nidal Abou-Ltaif, President, Europe, Middle East & Africa and Asia Pacific, Avaya, told delegates in his keynote presentation at Avaya ENGAGE.


According to Abou-Ltaif, Emirates NBD and dnata are the companies that succeeded in their digital transformation. Emirates NBD implemented several measures to make the banking seamless for the customers. The bank has deployed technologies like analytics and artificial intelligence (AI) as well. A member of Emirates Group dnata, on the other hand, has utilized Avaya Private Cloud Services (APCS) to create a personalized experience for its clients.

Also Read: Avaya new platform Equinox fulfills the long-sought promise of unified communications

“Organizations need to democratize digital transformation: a top-down from the boardroom approach won’t work if it doesn’t engage the people it is supposed to help. DX projects should be: user-defined, bringing together customers, employees, and partners; and platform-driven, with organizations creating an ecosystem for innovation. Avaya is committed to helping organizations achieve their DX objectives, and we are working closely with many customers across different industry verticals to help them achieve their goals. Our industry-leading Net Promoter Score of 58 – well ahead of our competitors – demonstrates the depth of our commitment to delivering the right customer experience,” Abou-Ltaif concluded.

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