Intelligent CIO Middle East Issue 47 - Page 95

UAE boosts Middle East’s digital customer experience market he UAE’s transport, logistics and retail sectors are driving the Middle East and Africa’s customer experience solutions market to reach a record high. T Across the UAE, GCC and the wider region, organisations of all sizes and industry verticals are ramping up their Digital Transformation with a focus on leveraging technology to enhance employee, citizen and customer experiences. As a result, the Middle East and North Africa’s digital customer experience market is expected to reach a record high of US$800 million, according to a recent Micro Market Monitor report. In line with the GITEX theme of ‘Synergising the Mind and Technology Economy’, SAP will follow the theme of ‘The Future of Business Has Feelings – Change a Feeling, Change a Business’. “GITEX is an ideal platform for SAP to showcase how combining customer data with operational data can optimise costs, employee and customer experiences, and scale up,” said Gergi Abboud, Senior Vice President and General Manager, SAP Middle East South. SAP will showcase the latest innovations from solutions that embrace Artificial Intelligence and Machine Learning, Blockchain, cloud and IoT. Gergi Abboud, Senior Vice President and General Manager, SAP ME South SED AT SAP WILL BE BA D B1 HALL 6, STAN The SAP Customer Experience Live event will also be held on Sunday, October 6 at The Ritz-Carlton DIFC. Avaya to showcase the route to delivering experiences that matter vaya will present industry-first features that are now available as part of its open and converged UC and CC platforms; proven communications and collaboration use-cases developed in conjunction with customers and partners from across the globe; and innovative technology showcases that will provide a glimpse into the future of employee and customer experiences. A AT AVAYA WILL BE IN 0 STAND C–1 LL ZA’ABEEL HA Over the last year, Avaya has continued to invest heavily in its core technologies – including Avaya IX Contact Center and Avaya IX Workplace – while focusing on a true cloud-first design approach that helps empower customers to choose the most effective deployment model. The company will demonstrate the latest advancements to the Avaya IX Contact Center platform. At the centre of these enhancements are three newly introduced modules, which help deliver comprehensive contact centre insights to enable better strategic decision making; facilitate consistency and excellence in customer service across all touch points, accommodating variances in agent skill sets; and bring the back-office forward so that subject matter experts are always on-hand to assist customer queries. Avaya is participating alongside sponsors Verint Systems Inc, Nectar Services Corp and Koopid. Demonstrations from Avaya and these companies can be found at stand C–10 in Za’abeel Hall at Dubai World Trade Centre (DWTC) from October 6 to 10. INTELLIGENTCIO 95