Avaya Announces Strategic Partnership with Futurelab

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Leading European customer experience consultancy teams up with Avaya to offer businesses enhanced and measurable customer service strategies
Guildford, UK; March 30, 2016: Avaya, a global leader in business communications software, systems and services, has today announced a new strategic relationship with leading customer-centricity specialist, Futurelab, to drive better business outcomes from customer service implementations through closer alignment between strategic business requirements and the technology which supports them.
The partnership combines Avaya’s leadership in collaboration and business communication solutions with Futurelab’s expertise in the design and delivery of customer-centric strategies, customer experience, and Net Promoter programmes.
As part of their overall digital transformation, businesses are under increasing pressure to continually optimise the customer experience. With many large enterprises looking to Avaya to help substantiate the gains in customer service delivered by Avaya technology, Futurelab’s proven methodologyprovides the means to measure customer satisfaction. Organisations can measure satisfaction before and after technology implementations, and/or on an ongoing basis, to ensure that technology investments enable an innovative and constantly improving customer experience.
Together, Avaya and Futurelab will offer customers a fast, seamless transition from strategy and planning to rollout and delivery of a company-wide customer experience system. Together, the companies will offer an enhanced portfolio of services and solutions that cross the intersection of customer engagement technology and strategy, including:
  • Avaya NPS Calibrate service
  • Avaya Net Promoter ™ service
  • Avaya Customer Centricity service
“Futurelab helps clients connect the dots between customer-centricity, customer journey planning and Net Promoter Score. Avaya helps clients, staff and customers collaborate and communicate with each other in any location, via any device with all the information they need. By working together we can respond more effectively to the growing demand from our clients for a great customer experience that’s embedded in the heart of their communication strategies and systems. ” Martin Snellgrove, Consulting Director, Avaya Professional Services, Europe
“Futurelab has been working for over 10 years to show that customer-centricity is the best strategic pillar for profitability. The fact that Avaya’s clients are now seeking customer-centric context is confirmation that customer-centricity is not a buzzword with a small band of followers; it’s arrived. Businesses want exceptional customer experience and higher profitability and Avaya and Futurelab are equally committed to that.” Stefan Kolle, Senior Partner, Futurelab 
Net Promoter System (NPS)™ is a customer loyalty system calculated based on responses to the questions: How likely is it that you would recommend our company/product/service to a friend or colleague and Why? There is considerable evidence to link high NPS™ with revenue growth. Net Promoter® and NPS® are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners