by INI Staff
Has there ever been a more anticipated occurrence of Avaya ENGAGE as the one we finished recently? With business updates and technology reveals, and talks about future direction and emphasis, there was no question that 2018’s show would remain in our minds long after the lights turned off and the doors closed in New Orleans. For the INI staff who participated in the event, the takeaways varied, but one common denominator shown through: Avaya is going all in and now is the time for partners and customers to grab on tight and ride the incoming wave of accomplishment.
Here’s a bit more of what our staff had to say about the show.
What was different about this year’s Avaya ENGAGE show than past events you’ve attended?
Glen Taylor – Solutions Architect
The feeling at Avaya ENGAGE was very upbeat this year and the entire Avaya team seemed positive and energized. This year it was clear that the show was a co-presentation of Avaya with IAUG, as Avaya had a strong presence in the speaking sessions, and they welcomed the spotlight to share information about their new technology. They delivered strong cases and plans for the future that emphasized the cloud and staying on the leading edge with their latest initiatives and solutions.
What was your biggest takeaway from the show?
Maria Simonton – Director of Product Marketing
This was my first Avaya ENGAGE event, so I was most surprised by how different it was from other industry conferences and tradeshows. Sometimes shows are centered on sales and marketing, but this truly felt user-focused, with an emphasis on learning and networking. Connecting with customers, both new and old, was by far the best part of the show for me. There was plenty of time for conversations and building relationships. I’m already looking forward to next year’s event in Austin!
What was your favorite speaking session at the show? Why?
Kirk Jesser – Channel Sales Manager
My favorite speaking session at ENGAGE was by David Lover of Arrow Systems Integration on the Internet of Things (IoT). Whether it’s a gassy cow or a smart refrigerator, there are now tools that we can program to allow us to be proactive in identifying indicators before they become complications. I think the evolution of technology that allows us to enable “things” to communicate with us is really exciting. IoT has been a big buzzword for years now, but it’s interesting to see how far it’s come and to see glimpses of where it’s going, and then think about how that will impact IVR, self-service and the contact center technologies that INI and our partners and customers work with.
What was the hottest topic at the show and what did you learn about it?
Larry Dalton – Channel Sales Manager
I think most people would agree that cloud was everywhere at Avaya ENGAGE; it certainly seemed to be the hottest topic for me. As companies build out their cloud offers and provide high-quality, managed and “pay for what you need” services, it is easy to see why everyone is encouraging it.
From a buyer’s perspective, cloud offers can be easier for enterprises and large organizations to invest in. Cloud offers provide a recurring price that includes everything and users can add in a few extra like training but the service is built and easy to price. Contrast that with a traditional premise solution that would include line items for things like data center space, servers, storage, virtualization, power, cooling, PSTN, networking, maintenance, support, training, managed services, etc. Clearly the cloud offering is simpler for customers to understand. With a cloud offer for a company like Avaya or C1, all of this is in place and generally desired among customers.
What technology discussed at the show will make the largest leap forward in the next year and how can companies keep up?
Danette Craig – Vice President and General Manager
I think we will see tremendous growth in the use of a couple technologies: Cloud and Artificial Intelligence. These were very prominent at Avaya ENGAGE. While cloud computing has been around for years, it wasn’t until recently that we’ve seen a real interest in its adoption at the enterprise level. Enterprises are demanding flexible environments that allow for rapid change and growth, and partner engagement models are changing quickly to address that demand.
The other growth area is the use of Artificial Intelligence in predicting behavior or intent of a caller. For years, we at INI have been building applications that use caller identification information to provide smart routing and personal experiences, but AI through the use of machine learning and modeling takes it to a whole new level. Very interesting stuff!
As far as keeping up, try out the Avaya Perspectives website, where you can find a wealth of information on the newest technologies. Or consider attending a local chapter IAUG meeting, where you can share technology strategies with fellow members.