Avaya CEO Alan Masarek highlighted India’s pivotal role as a growth engine for the global customer experience solutions leader. The company is experiencing increased demand in India, especially from enterprises seeking to integrate artificial intelligence into customer experiences. Major Indian clients include Airtel, State Bank of India, and the Government. Avaya’s contact center solutions are utilized in critical services like the National Emergency Response Services and Aadhaar. Masarek emphasized the impact of Avaya’s AI-focused innovations developed by R&D teams in Bengaluru, Pune, Hyderabad, and Gurugram, where a third of the company’s engineers are based.
Avaya sees Indian enterprises viewing their contact centers as pivotal for delivering unique customer experiences. The Avaya Experience Platform, featuring an AI-powered contact center as a service, gains momentum as businesses adopt Avaya’s approach, allowing innovation at their pace. The recent release of Avaya Experience Platform Connect enables organizations to utilize existing on-premises infrastructure while accessing omnichannel and AI capabilities from the cloud.
In addition to business growth, Masarek announced a partnership with the Magic Bus India Foundation, investing over Rs 5 million to establish a youth skilling center in Hyderabad. Aligned with Avaya’s commitment to community development, this initiative aims to train 200 underprivileged adolescents through the ‘CX Academy,’ offering them opportunities to enter the industry.
