Don’t Worry. Be Happy. Avaya Utilizes Blockchain Technology for Its Happiness Index

by Amanda Williams on October 23, 2017 · 0 comments

in ScanSource Catalyst

Avaya

The benefit to revolutionary technology is that it changes the way we think. It disrupts old patterns and creates new opportunities to the way things get done. Of course, these same attributes can be seen—by some—as a threat. And, in fact, they are a threat to established patterns and accepted protocols. However, if one is to succeed in this business, one can’t be worried about revolutionary technology. One must embrace it.

Let’s take a look at blockchain technology, for instance. Originally devised for the digital currency, Bitcoin, blockchain technology doesn’t utilize a centralized database and is not maintained by a central authority. Instead, the information exists as a shared—and continually reconciled—database that maintains a shared list of records. These records are called blocks, and each encrypted block of code contains the history of every block that came before it with timestamped transaction data down to the second. Transactions are broadcast, and every node in the network creates its own updated version of events. Everyone in the network can see this shared transaction ledger, but there is no single point of failure from which records or digital assets can be hacked or corrupted. Updates are instantaneous, and the information exists on all the devices in the network.

Wait…what?

Think about it this way. Instead of the traditional method of one document or one ledger or one database sitting on one server and several clients having access to it, with blockchain technology every member in the network has replicated copy of the information, along with a documented history of every transaction. There is no single target to corrupt. Nor is there one controlling organization on which all clients need to rely for information/updates. Everyone’s on the same page. And everyone is updated instantaneously.

And while blockchain technology was initially developed for Bitcoin, the tech community is now finding other potential uses for this revolutionary technology. For example, industry leader Avaya has employed its use to measure happiness.

Happiness is…

It’s called the “Happiness Index.” It was developed by Avaya, in partnership with Avanza Solutions, and it was recently introduced in Dubai at GITEX, the global technology fair, to show how companies can leverage blockchain to securely gather sentiment information from multiple sources, such as call centers, email, and social media.

The Happiness Index enables organizations to immediately pinpoint exactly which department is experiencing customer dissatisfaction, so that the issue can be resolved faster than before. This animated video shows an example of how this would work using the instant-update feature of blockchain technology.

The Happiness Index allows organizations to turn the huge volumes of data they have about their customers into actionable insight, improving the customer experience. But on how big a scale can this work, you ask? How about an entire country?

The United Arab Emirates, which hosted GITEX, takes the happiness levels of its citizens seriously. So much so, it appointed a minister of state for happiness last year. Additionally, electronic polls have been placed around the country, where visitors can easily give feedback on their satisfaction—such as a frowning face for unhappiness and a smiling face for happiness. These polls could form another data point by using the Happiness Index.

With this technology, the government could act immediately on problem areas instead of waiting for traditional analysis reports, which could take months. Let’s say a particular restaurant keeps getting low customer satisfaction scores. City officials could send the health and hygiene department to pay it a visit and detect possible “unhappy” factors.

The internet is ever-changing. And with each revolution, we take a step further from what was and closer to what could be. Blockchain technology offers not only a new platform, but a new vision for solving problems and managing data, in a way that could increase the Happiness Index for all involved.

This post was written by

Amanda Williams is the Avaya Product Marketing Manager for ScanSource in Greenville, SC. She has more than 10 years of experience in strategic marketing planning on behalf of vendors and partners, specializing in events, lead generation and e-marketing.

Learn more about this topic at scansourcecatalyst.com >

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