Arowana Consulting has partnered with Avaya to deliver targeted solutions for the hospitality, healthcare and retail sectors.
Both companies will leverage emerging technologies with the intent to transform the customer experience.
A proponent of artificial intelligence (AI) and machine learning (ML), Avaya has used recent advancements in such technologies to bring additional capabilities to contact centres through an ecosystem of partners.
Technologies such as AI and ML can provide additional insights and context to improve user experiences within self-service applications, smart routing, agent augmentation, interaction management and a host of other applications.
Avaya, a proponent of open platforms, will partner with Arowana Consulting to deliver solutions that enhance the customer experience in key vertical markets, such as the hospitality, healthcare and retail sectors, to start with.
“Our vision at Arowana is to be the transformation partner of choice for businesses that want to address the challenges of today’s digital world,” Arowana Consulting CEO, Prince Thampi, said.
“To react with the agility required in today’s fast-moving markets, we work with those companies that can provide flexible, scalable solutions that deliver the speed of innovation and personalisation.
“We are delighted to strengthen our relationship with Avaya and look forward to taking this partnership to new levels.”
From a channel perspective, Avaya partners with several Singapore based organisations, including 3D Networks Singapore, Radiance Communications, and China Telecom Singapore, to name a few.
“Companies today are at different stages of their digital transformation journey and are looking to take advantage of new technology trends,” said Frederick Sabty, worldwide vice president of Hospitality, Avaya.
Specifically, digital transformation is set to add an estimated $10 billion to Singapore’s Gross Domestic Product (GDP) and increase GDP growth at an annual rate of 0.6 per cent by 2021, as reported by a Microsoft and IDC Asia study.
“By focusing on specific vertical industry sectors, we can align with clients’ needs and provide the specialised expertise that enables them to stand out from their competitors,” Sabty added.
“Avaya is committed to working with a digital ecosystem of partners so that we can enhance our relevance to our mutual customers and integrate technologies more effectively to deliver better collective outcomes for all.”
This is not the first time these two companies have worked together.
A previous project involved the delivery of the Houdini - Guest Experience solutions suite, which leveraged the Avaya Breeze Client SDK to enable in-room concierge services on an all-glass desktop device, called the Avaya Vantage Device.