As Avaya provides tailored services for its clients , the company ’ s Senior Director of Client Experience Innovation reveals how digital transformation is changing the telecommunications industry

A vaya is a software and services organisation that has a long legacy in the telecommunications industry . Headquartered in California ’ s Santa Clara , in the heart of Silicon Valley , the business has evolved alongside the industry . “ The evolution really came down to the mobile device – the smart phone becoming the entry point for communications across every platform ,” explains Tim Gogal , Senior Director of Client Experience Innovation at Avaya . “ Looking at it from a corporate perspective , not only do we have a very strong focus on evolving our customer strategies around the evolution of a multichannel or omnichannel approach to customer service , we also internally create and invent software that ties all those things together .” Gogal ’ s team has developed its strategy to optimise the transition from legacy telecommunications engineering skill sets to software developments that cater to clients ’ needs .