Avaya Customer Happiness Index and Behavior Pattern Analytics Named a Finalist in Edison Awards

Avaya Holdings Corp. The Avaya Happiness Index on Blockchain, which securely collects and automatically analyzes customer interaction data from multiple sources across all channels in real time, has been named a 2018 Award Finalist for the internationally-renowned Edison Awards. The distinguished awards, inspired by Thomas Edison’s persistence and inventiveness, recognize innovation, creativity, and ingenuity in the global economy.

By combining Blockchain architecture with automated data analysis, the Avaya Happiness Index on Blockchain solution delivers secure access to industry-wide, real-time competitive customer insights that organizations can use to stay competitive and drive customer loyalty. 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 behavior s and trends, accelerating an organization’s ability to anticipate requirements and proactively respond to customer demands.

“It’s exciting to see companies like Avaya continuing Thomas Edison’s legacy of challenging conventional thinking,” said Frank Bonafilia, Edison Awards’ executive director.  “Edison Awards recognize game-changing products and services, and the teams that brought them to consumers.” Award winners will be announced April 11, 2018 at the Edison Awards Annual Gala, held in the historic ballroom of Capitale in New York City.

“Customers told us that traditional analyst research —which lags current market conditions—delays their ability to respond quickly to user trends,” said Ahmed Helmy, Director-Advance Solution Architects International Market (EMEA-APAC), Avaya. “Our solution automatically collects and analyzes customer interaction data, and shares it online in real time to provide timely insights into behaviors across a peer network, without exposing sensitive information.”