Digital transformation improving customer service: Avaya

Digital transformation is helping improve customer service and is speeding up the pace of new product/service launches and revenue growth, says a study by Avaya, which markets unified communication solutions.

‘Digital Transformation: The Key to Getting it Right’ says that over 85 per cent of enterprises in India feel that the digital transformation initiatives is immensely helping in better customer service followed by accelerating the pace of new product/service introduction and revenue growth.

The survey examined various aspects of technology adoption. More than 90 per cent of respondents believe that communication tools and technologies are extremely important to the transformation process to better communication among customers, employees and between customer and employee.

Lack of appropriate business procedures and processes (70 per cent) and inadequate employee skills and training (60 per cent) are barriers to employees using technology for the customer engagement processes.

Almost 90 per cent think that communications embedded into the business processes help provide high-quality customer experience.