Avaya Customer Happiness Index and Behavior Pattern Analytics Is Named a 2018 Gold Edison Award Winner

The Avaya Happiness Index on Blockchain, which securely collects and automatically analyzes customer interaction data from multiple sources across all channels in real time, was voted a Gold Winner for innovation at the April 11^th event at The Capitale in New York City. Ahmed Helmy, Director, Advanced Solution Architect International Market (EMEA-APAC), Avaya joined hundreds of senior executives from some of the world’s most recognized companies to acknowledge the hard work and commitment of all of the 2018 Edison Award winners. 

 Being recognized with an Edison Award has become one of the highest accolades a company can receive in the name of innovation and business. The awards are named after Thomas Alva Edison (1847-1931) whose inventions, new product development methods and innovative achievements literally changed the world, garnered him 1,093 U.S. patents, and made him a household name around the world. 

 “Our judges recognized c as a true innovator out of the many products in its category,” said Frank Bonafilia, executive director of the Edison Awards.

“We’re proud to be recognized as innovation leaders, being the first to take blockchain into the customer experience industry, building an ecosystem for partners to collaborate on innovative solutions, and integrating emerging technologies to solve real customer problems,” noted Laurent Philonenko, SVP and GM, Solutions and Technologies, Avaya. “With solutions like this, we’re putting our customers ahead of their peers in their industry.”

 “By combining Blockchain architecture with automated data analysis, the Avaya Happiness Index on Blockchain solution, developed in partnership with Avanza Innovations and Sundown.ai, delivers secure access to industry-wide, real-time competitive customer insights that organizations can use to stay competitive and drive customer loyalty,” said Ahmed Helmy, Director, Advanced Solution Architect International Market (EMEA-APAC), Avaya.

 The Blockchain infrastructure securely collects and shares anonymous customer interaction data from a network of peers, while the real-time automated analysis of speech and text (chat, IM, email and SMS) interactions instantly identifies behaviors and trends, accelerating an organization’s ability to anticipate requirements and proactively respond to customer demands. 

 “In times of rapid change, it becomes essential to solve the problems customers are facing today while addressing the challenges of tomorrow. Alongside Avaya, we continue to turn conceptual technologies into business tools, that provide a unique value proposition, like the ability to shape memorable customer experiences that adapt to consumer needs,” Waqas Mirza, Chief Executive Officer, Avanza Innovations.

 “This award recognizes Sundown.ai’s sophisticated Analytics AI Technology. With deep technological innovation at her core, Chloe, our AI engine, works with organizations to solve real business problems,” said Fabio Cardenas, CEO of Sundown.ai. “With that aim, Chloe’s Snap-in integration with Avaya’s Platform allows unified communications to become a bit smarter, creating the next generation of customer support analytics AI.”

 One of the evening’s many highlights was the presentation of the prestigious Edison Achievement Award to Marillyn Hewson, Chairman, President and Chief Executive Officer, Lockheed Martin Corporation. The award honors innovation leaders and business executives who have made a significant and lasting contribution to innovation throughout their careers. The Edison Achievement Award serves as inspiration to future innovators and to the world at large.

 In addition to the Awards Gala, the annual Edison Awards program encompassed a full-day “Meet the Innovators Forum” and the “Innovators’ Showcase,” which offered guests a hands-on experience with many of the winning products.