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Enabling the Use of Technology Smartly
March 17, 2021 News


While a lot of companies continue to use modern technologies for collaboration, ensuring they have the right technology and using it properly can be a challenge. The future of work took a big change with the pandemic and as things begin to improve, the way we work, be it at home or in the office has changed forever.

The reliance on more technology for daily tasks, even simple ones may be improving the working lifestyle. But what happens when you are not sure if the technology is really needed in the first place?

Should every meeting be a video call? Should everyone have their webcams on during a meeting? And can AI help chatbots be more reliable in providing solutions to customers?

As a leader in business communications, Avaya continues to shape the future of work with innovation and partnerships that deliver game-changing business benefits. Be it cloud communications solutions and multi-cloud application ecosystem power, Avaya offers personalised, intelligent and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes.

DTA caught up with Sami Ammous, Vice President, APJ at Avaya to find out how Avaya has been coping in the ASEAN region especially with the pandemic changing the way we work.

According to Sami, when the pandemic hit, Avaya noticed a big change in customer preferences. While the need for collaboration and remote working tools increase, most businesses now preferred taking a subscription approach towards solutions instead of buying upfront.

“There was a spike in demand last year but now things have settled down as people who work remotely have already invested in the needed tools and technology. Interestingly we are also seeing investments in technology that can help employees who return to work. This includes technology to improve call centres, the use of chatbots to enhance the communication processes and others”, said Sami.

Sami explained that the challenge that comes with collaboration tools today is more about how they are being used in the organisation. In fact, he believes that there is too much collaboration now with every call needing to be a video call for example. Collaboration works best if you understand how to use the tools and when to use them.

However, one of the arguments a lot of companies have when it comes to working remotely is access to sensitive data. But Sami pointed out if you look at some of the big hacks that happen around the world, most of it was not from remote working. They were caused by employees using the wrong passwords at work or not using a secure API. Companies are acknowledging this and are working hard to ensure employees understand the importance of security.

With banks and FSIs being Avaya’s biggest customers in ASEAN, Sami added that there is also now a large uptake of their solutions in healthcare. The same solutions that are being used in banks and FSIs are now being applied for contact tracing and such in healthcare.

Moving forward, Avaya continues to find new ways to use AI to empower their solutions, especially chatbots and helping businesses address the need for these technologies. Sami believes that while AI can help ease some of the tasks for employees, humans are still needed to ensure that all the problems and issues are dealt with properly.

The following video explains more.