The Sunny Side of CX, a week in Florida

16, June 2016

This year’s Avaya Engage 2016 was headlined by Gary Barnett, SVP & GM, Avaya Engagement Solutions. His keynote on the opening day “Moving at Customer Speed” talked about the ongoing digital disruption impacting our customers’ businesses. Customer experience remains a top priority during this digital transformation. “As I speak to customers and partners from around the world, one trend prevails: they’re demanding a different experience—one that’s contextual, persistent and proactive. They are looking for innovations that are defined and provide the right information at any time using mediums they choose.”, said  Gary Barnett.

Gary went on to unveil Avaya Oceana – a customer engagement platform that makes it easier for users to improve customer experience leading to greater customer loyalty, retention and repeat business.

Servion’s launch of ServEngage at the show was very timely and was well-received by numerous end-customers and partners whom we interacted with very closely during the conference.

Many customer service professionals have been looking for a contemporary, unified platform that provides a 360-degree view of their customers, improves interactions and drives superior outcomes by harnessing the power of predictive and prescriptive analytic models for customer effort, next best actions, and others. ServEngage – Servion’s Agile Digital Platform to transform customer journeys, hit the sweet spot and addressed these long unfulfilled needs of customers.

While components like journey analytics and predictive models for next best action, customer effort, churn reduction, etc. have existed in isolation in the past, ServEngage’s unified approach and the ability to harness these in real-time on agent desktop was recognized as very promising. In light of this, Servion is in the process of tying up with major partners in Americas in an effort to provide broader availability of ServEngage (watch this space for further updates).


Amongst other noteworthy topics of discussion at the conference, Cloud was on everyone’s minds. We had several good interactions with customers on topics like reaching the end of life for their current technologies and evaluating Cloud as opposed to a big technology refresh on premises.

The Servion ServCloud team spoke of the value proposition of our solution and are solution teams will be busy over the next few weeks with follow-up demonstrations of ServCloud that have been lined up.

Omni-channel experience and presence was also on the minds of many. With the growing influence of millennials and the digital disruption of customer interactions, non-voice channels have been growing exponentially. Today, no one can deliver superior customer experience without unifying it across multiple channels – voice, email, web, chat, mobile, social. The ServCloud demonstration with its ecosystem of partner solutions addressing outbound and omnichannel campaign management was a big draw.

As the event drew to a close on Wednesday, June 8, Servion joined its partner Arrow SI in co-sponsoring the closing party featuring Nate Ruess of FUN. As Nate got around to singing his youth anthem, “We are young”, the whole house was on their feet joining in the singing.

As we bid goodbye to our industry friends in Orlando, we look forward to meeting them again during our follow-ups and at other events. In the worst mass shooting incident in the recent past, 49 people were killed in a nightclub by a crazy gunman in the beautiful city of Orlando. Our hearts go out to the victims of the violence that affected the city over last weekend. We pray for the victims and their families and hope for a world without such tragedies.