Christian: In recent years, we’ve put so much emphasis on so many modalities of communications and interactions with customers in the concepts of self-service that the concept of voice has taken a bit of a backseat. Enterprises are realizing the value that comes from voice, not only from a customer satisfaction perspective, but also from the opportunities that may come from that human interaction.
George: What this is really about is it’s about back to voice, it’s about restoring the high expectations that customers have with the quality of service they expect to be delivered and taking advantage of many technologies today that will reempower voice within the contact center.
Christian: This concept of testing the value of voice is counterintuitive to us at Avaya because we are innovating so many ways about different modalities of communication. We’re introducing new ways which we feel can be more cost efficient in many ways, but not losing sight that this is still perceived the highest value mode of communication. For example, some companies may prioritize, given a perceived status that you may have with them, you might go straight to a voice, to a human, for interaction. At the same time that we’re introducing all these modalities, we’re challenging the notion that you want to interact with the users the way they expect to be interacted with. This may take different forms, but don’t lose sight of the importance of voice.