Digital customer service platform, Brand Embassy, has agreed a partnership with global technology and CRM specialists, Avaya, in order to better address a major shift to digital customer interactions in Europe.

The partnership was announced at the Avaya Forum 2016, which took place in Prague in September, by Brand Embassy CEO, Vit Horky, and Avaya Global Account Manager, Patrik Monari.

“10 years ago there was no web chat, smartphone apps, social media, and very little email. Today, digital interactions account for over 35% of all customer service interactions and, at the current rate, will overtake voice in two years’ time. We approached Brand Embassy, a recognised leader in the digital customer care segment, to augment our offering for our largest customers in the European region,” states Patrik Monari, Avaya Global Account Manager

“People use mobile apps and connect with brands on facebook every single day. Done right, Omnichannel customer service can result in higher customer satisfaction, more efficient employees, accelerated response and higher conversion rates. Avaya is a global leader in technology and CRM software, and we’re delighted to commence such a mission-critical cooperation with them,” states Vit Horky, Brand Embassy Founder & CEO

Brand Embassy, whose development team is based in Prague, Czech Republic, is cooperating with Avaya to deliver a truly omnichannel experience in customer service for Enterprise and high-growth customers, mainly from the telco, banking and eCommerce sectors.