Avaya Experience Builders Enables Composable Communications

welcome to zcast live everybody i'm zeus caraval from zk research and i'll be your host for this session i'm here live at jytex with simon harrison cmo of avaya simon saying hello to everybody hello everyone uh thank you for joining us yeah and actually before we get started i just want to give a quick shout out to e-week uh my uh media partner for zk research all z casts are done in conjunction with the ewe especially program now simon we are here at jytex and avaya has been a staple of the show for years and i know at this show you always use it to announce interesting new things and this was no different this year so avaya announced something called experience builders why don't you tell us a little bit about what that is and why it's important yeah absolutely i mean you know it's been an exciting and exciting announcement this year in particular because of our experience builders is is the complement to what we describe as the composable platform so you we're doing wonderful things with the technology and we can talk some more about that in a moment but you when you shift the way you provide the technology you've got to shift the way that you resource it so enviro experience builders takes advantage of via expertise channel and technology partner expertise developer ecosystem customer expertise and tries to create more of a fusion team across those entities to enjoy the benefits of what we call experience thinking so experienced builders are actually building composing solutions for quite specific experiences and that's really the key theme of what we're trying to achieve yeah that's interesting because i know avaya has gone through this transformation of being primarily an on-prem company to a cloud company to a composable back end yeah but if you can uh if you're going to be building composable apps you then need your developer program if you will yeah to also be composable in a way and that's what this does absolutely right yeah i mean it is a marriage that you have to consider you know if you if you go back a while we used to do product based selling here's what we got come and pick what you want then it was solution based selling we want to understand a bit more about your business so we can propose a solution now people buy outcomes people buy experiences and to truly deliver on that ambition and to to realize the potential of these experiences you can create you need to think about resourcing it entirely differently and that's the that's the kind of essential ingredient because the risk is you can have a wonderful platform like the you know the one cloud platform designed to compose quite precise experiences for people and it doesn't get fully exploited because the people are still the old ps guy approach or developer guy approach really it's it's more about composers and that can be across our developer ecosystem traditional ecosystem but also as part of the way technology partners want to innovate now they want to compose together cs you know we've seen a few technology partners out here today just chatting about what they could compose together and it's a wonderful thing it's a great example of the the the ways to exploit the benefits of a composable platform yeah that's interesting because uh uh it used to be ask your developer right that was what we did but now it's ask your gamer ask your end user ask your c level executive right and so uh this concept of how you create unique experiences is uh is something that i guess is uh really been disseminated across everybody today yes yeah yeah absolutely i mean it is um it's a wonderful thing if you think about it if you consider the concept and this describe it crudely let's say we were deploying some contact center-led uh application to give that speed to value but then the customer said i want you to compose something quite precise for our customers and so we had that extensibility okay so we said okay let's grab a few of the great guys in the services or get a via let's put them on on this project and then we said actually these partners they've got a few key key guys i've done some great work here let's put them in the project and then let's grab some of those customers as part of sorry those resources as part of this customer that's working with cloud apps that's working with the api economy because they're doing ai imagine bringing them all into the same room given a bit giving them a big digital board and saying right now to find the experiences that you really want to create using experience thinking as a fusion team that's really the sort of power of the experience builder program is to try and realize that potential and again to exploit truly exploit the power of this composable platform because it's phenomenal in what we can achieve yeah now the experience builder program in some ways is a culmination of the transformation that avaya has been going through yeah i think if uh you were asking a lot of people five years ago what was avaya that you'd say well you make contact center unified communications that's right but that's not the case anymore right you're an experienced company absolutely and so what is what exactly does that mean well we we are really quite tuned in to what's happening in in and around us you know citizens and customers are enjoying the benefits of this booming experience economy and it's been informed by the most innovation we've seen in the in the last decade as compared to any previous decade you know the ir4 thing we've seen all kinds of advancements in medical science and space travel and you know driverless cars getting a driving licence and exoskeletons letting people walk again informing all this innovation in our devices our phones our wearables our smart devices and so on and it's changed the way that we expect to get things done it's offered the opportunity to buy by reviews to use conscious biases to change what's recommended to do all kinds of things that that support our ambition to to get things done or to solve problems every day and when you look at the the solutions to to uh you know offer ways to improve uh the opportunity there it typically typically tends to be let's buy an app for that like a c-cass app let's buy a single app that we're going to expect to accommodate the end-to-end journey for this customer in that single app it's not it's not going to work anymore those days are over you've got to think think about the fact that this is a different world we have all of this potential around the the devices and the experiences that we enjoy every day let's tap into that with composed solutions that really tease out the experiences people want and so our platform strategy everything we do here at avaya is to deliver on that strap line your experiences that matter experiences that matter to people like you and i see us that's you know that those extra few words at the end right to you and i i just want the idea yeah exactly right you know the value that's created to gain customers and citizens is what this company is all about yeah that's interesting pivot because a lot of your competitors still largely market to the it pro without really thinking of the user right yeah now i know earlier this year avaya launched uh something called avaya one cloud right right and uh there's a couple of products that hang off that of io one c cache your contact center as a service and avaya spaces yes but we were chatting this morning how those really aren't the products per se the programmable back end is right so explain sort of the relationship that one cloud has to your experience builders and even the the two products i mentioned yeah absolutely i mean your your it's a great uh reference since much as avaya spaces is actually an example of a composed application it's got the video online video capabilities you can chat you can have calls you can collaborate live and then it's got posts and task-based features that are a bit like project management features and the ability to define channels we call them a space that's dedicated to a certain objective or a task setting up the gitech stand for example throw a lot of people in there they've got everything they need to you know engage think out loud as part of that sort of work stream collaboration benefit but you can decompose this thing and recompose it into something that looks completely different and that's what we've seen on the stands here today we've seen some wonderful examples obviously the tool wiring example is a great one where they're providing a learning platform that's recomposed the what what is a composed solution to begin with into something entirely new that combinatorial innovation take something add a few other things and you've got something really different and really quite actually valuable to those people like you and me so this is this is exactly what you know we we we anticipate being able to help customers sprint to value through examples of a composed app ccas will have all the you know actually has all the core capabilities you expect from a ccas app but it also has all these wonderful extra capabilities that you can compose and the limits there's no limits to this you know we can compose as part of a com combination of a work stream collaboration app or ucas app and a ccas app but then that's just the beginning and we can start going ad infinitum into all kinds of our other app areas as part of this composed design so i should think of one cloud as a box of lego right and then spaces as some finished lego but not the only thing you can build with lego oh absolutely not yeah you can do it you break those box down blocks down have fun creating something entirely new now i know as an analyst and you as a former analyst but now a marketing person we often get accused of talking about things at such a high level that it's hard to make sense of it so let's talk examples here okay um and one of the things that impressed me about the avaya stand here in jaitex is the number of actual real composable applications that are here and so you mentioned tool wire yeah can you just give us a little more example a little more clear now what that is so tall wire is is uh is it's quite fascinating to look at if you watch the demo you'll see these things that you can relate to when you've if you've already had an advice basis demo you'll see the ability to chat and engage live and so on but then what they've done is they've combined with classroom the modern approach to classroom training you know not just trying to recreate classroom training but added things like gamification and the ability to create learning blocks have different breakout sessions all the things that are gonna actually excite we would argue students into wanting to use this learn this way to learn what it is they want to learn and so it's a it's a perfect example of not only being able to you know tactically something composed but it's also realizing the potential of this evolved experience economy and the way students want to learn and and and really recreates a different dynamic in the learning itself this is kind of multiplication effect of composability that is even now still being you know starting to be exploited is really quite wonderful hi david clark here from tool wire we've built spaces learning in combination with our friends at avaya we've taken their spaces synchronous collaboration tool and integrated into our award-winning learning experience platform to create an all-in-one asynchronous synchronous experience it has ai curation experiential learning analytics virtual labs everything you need to help bring learning to life we've got various vendors new day is another one they've done some great things as part of composing they're using some of their own innovation they're using google contact center ai combining with our applications to composing uh a new way to augment experiences for advisors and and it's it's just this it's quite extraordinary we could we've probably gone forever talking about all kinds of customer examples here but the the net effect the headline is that not only are we uh you know realizing better ways to do these things but we're also and this is key enabling ways and and it's encouraging these different guys composing these things to come together too right as i touched on before you know our journey ai guy i was looked across a moment ago was chatting to our tour guide and they're talking about co-creation and composing solutions that combine in all kinds of cool ways using the sprint to value application as well as the extensibility too and that's really cool if you think about the apple ecosystem people go off and they create apps by themselves now imagine these guys are all talking to each other and saying well wow what could we do if we thought together that's another key part of the of our experience program exploiting this platform i hope that was useful yeah the new day example was interesting what i thought was fascinating about that is it wasn't just the via tools you mentioned you're using google's contact center intelligence as well so the experience builder program is about helping people build experiences with avaya but also your technology partners such as google and things like that yeah we're bringing everyone together like a big friendly family this is the thing actually that is perhaps maybe not necessarily appreciated but not not understood as well it is creating an ecosystem where we get technology partners seeing the value and working more closely together because we're all in realizing this multiplication of effect of doing that in as part of these composed solutions for these really fantastic experiences and these use cases for these experiences that you just could never have imagined before with a you know monolithic app mindset you know can that kind of thinking it just wouldn't get you there yeah the example i really liked that there was the uh the digital real estate platform built for email because that was a you know in the in the industry we talk a lot about uc cc integration yeah but nobody can ever meet give me a good example of why i need that other than purchase order integration right and that's not that exciting no but this was a digital real estate platform in which it had components of spaces and components of uh of ccas and it brought them together to allow the salespeople to actually give a true virtual experience of commercial real estate and during the pandemic as we know that had to go that way so i thought that was pretty fascinating hi good afternoon good afternoon like your support with purchasing a three-bedroom villa and i'm interested in the vicinity of dubai hills would you be able to match anything that's great that's amazing and just so you know we are giving amazing discounts for this new property that we're launching so i will just share with you my screen very quickly to take you through the floor plan just so you can have a better visibility of what we are talking about i guess we're easily focused on this dissolution of the front and back office divide right you know you still hear it you know people give a demo they're going to pass over to the back office and they've made it easier to pass the back office wrong you need to dissolve this thing the customer experience center is part of the digital workplace and they should be working in a more cohesive way because it's all about the value to the customer and and the journeys we go on um don't shoot the messenger they're organizational wide if you apply for a mortgage you touch almost every department and that means communication and collaboration capabilities that are that are thought about that are composed to deliver on the experiences across every touch point that someone may have in a mortgage application journey so this is the you know this is the value that you're right we can fundamentally speed to value ccas ucas benefits combined but then expanding on that with the composability i think what sums it up best was when on the panel you did with new day where jessica from there talked about how you can't give a good quality cx without a good quality yet with this employee experience so i think anytime you put together a process in which you make the employee the integration point for data that's you're going to frustrate customers oh absolutely yeah absolutely right sir and with that in mind we're all you know as part of the the ambition is to recognize that you can't define a customer experience without defining the employee experience as part of that design you know that can that combine ux uh design thinking that experience thinking is essential to the realization of these quite progressive applications or quite progressive composed solutions for extraordinary uh use cases we've seen some really wonderful applications actually well simon thanks that was a great uh there was a great update on what experience builders is i'm glad we provided some real-life examples because those are hard to hard to come by sometimes and i do want to pass along a note of congratulations i know at the future tech awards avaya won best experience platform so i think that validation that your strategy with one cloud with one cloud is actually moving in the right direction and you were named cmo of the year so oh yeah very proud i would argue that obviously it's all on the team there are the they're the best team in the business but yes uh it was great to go up and get that award on on all of our behalf it's wonderful so anyway simon harrison cmo of avaya thanks for joining me don't forget to click to subscribe and i'll see you next time on zcast you

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