DUBAI, United Arab Emirates--(BUSINESS WIRE)--
Avaya
Holding Corp. (NYSE: AVYA) is demonstrating the integration of
AI-Enhanced technologies, including biometrics and real-time sentiment
analysis to its communication platforms, enabling organizations to
elevate voice as a key user interface for richer, more seamless customer
and employee experiences.
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Avaya Demonstrates AI and Biometrics Enabled Communications (Photo: Business Wire)
Today businesses are being pressured to reimagine their approach to
customer and employee engagement. A recent Avaya survey of more than
8,000 consumers found that over 70 percent prefer contacting customer
services by phone, and believe it is the most effective means of getting
the best answer. At the same time, there is a growing body of evidence
that suggests increasing customer acceptance and demand for digital
technologies like chatbots and biometrics, and research indicates that
25 percent of interactions with these technologies will be
conversational.
“Voice remains the cornerstone of customer service, and there is a clear
opportunity for its extended application to enrich customer journeys,”
said Chris McGugan, Avaya senior vice president of Solutions and
Technology. “Through our position as the leading provider of enterprise
communications solutions, we have been embracing new and exciting
technologies that enable us to effectively address these changing
customer preferences and deliver voice as a more powerful user
interface, for both customers and employees.”
As a champion of the API economy, Avaya has expanded the breadth and
capabilities of its Software Development Kit. This includes ecosystem
partners and internal developers incorporating conversational AI,
natural language processing, analytics, and cognitive machine learning
to enhance the capabilities of Avaya’s solutions, and merging UC and CC
for a more connected enterprise experience.
Avaya use cases being presented at GITEX Technology Week will also
include conversational IVR for biometrics integration and
sentiment-based routing of calls—allowing customers to make inquiries
and receive an immediate, considered response either on digital channels
from the most capable service agent or back office expert via a
context-rich, personalized experience.
Avaya is also enriching its Equinox Unified Communications platform by
integrating cognitive services from organizations such as Microsoft and
Google to deliver voice-enabled virtual assistants for the enterprise.
Demonstrating two-factor BioID authentication via facial & voice
biometrics, contextual transcription and real time translation with
intent recognition, the platform serves as a personalized assistant to
each employee, enhancing productivity and increasing job satisfaction.
Source: Avaya Newsroom
View source version on businesswire.com:
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Avaya
Iman Ghorayeb, +97144048275
ighorayeb@avaya.com
Source: Avaya Holdings Corp.