ORLANDO, Fla.--(BUSINESS WIRE)--
Enterprise Connect – Avaya Holdings Corp. (NYSE: AVYA), a global
leader in solutions to enhance and simplify communications and
collaboration, today announced further integration with Google Cloud
Contact Center AI to provide better experiences for customers and a more
efficient workforce, taking full advantage of the powerful artificial
intelligence capabilities of both companies.
Recognized as a Leader in the Gartner Magic Quadrant for Contact Center1,
Avaya extends its leadership in leveraging AI to improve customer
experience with more personalized, intelligent and insightful
interactions. This includes embedding Google’s machine learning within
Avaya conversation services powering the contact center, enabling easy
integration of AI capabilities regardless of channel, promoting a
consistent and intelligent experience for customers and delivering true
omnichannel experiences with AI. Together, Avaya and Google Cloud are
providing customers with increased flexibility, efficiency and
scalability in deploying powerful and simple communication and
collaboration solutions that improve the customer journey. Avaya IX
Contact Center is an AI-enhanced, omnichannel solution including voice,
email, chat and mobile communications to make customer engagement a
competitive advantage that drives growth and brand preference.
Avaya and Google are innovating in a number of key areas, including:
-
Virtual Agents – Human-like automated Bots which seamlessly
interact with customers, offloading the live agents’ utilization until
the optimal time and then transferring all context gathered to the
agent. Now customers can decide when and how to engage bots throughout
the interaction. And the Avaya platform captures the intent, actions
and ultimate disposition of each interaction in real-time. Through
this rich data, Avaya AI can be applied to decide the next best action
in future customer engagement.
-
Agent Assist – Provides superior customer experience by
continuously delivering contextually relevant knowledge base to agents
based on real time conversational analysis–for BOTH voice and
text-based interactions. Avaya AI algorithms can be applied to Google
Contact Center AI to determine the next best action by the agent,
delivering the right information and reducing customer friction –
while increasing agent satisfaction and contact center efficiency.
-
Conversational Topic Modeling – An unsupervised learning tool
designed to uncover key topic areas that customers have been
contacting the contact center about, and abstracting relevant
information relating to how topics are articulated. Google Topic
Modeling combined with Avaya AI enables agents to leverage real-time
visibility of topics with each conversation turn. Through this
valuable insight, recommended responses and best actions can be
uniquely tailored to each part of the conversation to drive desired
outcomes.
Avaya is enhancing the customer experience by strengthening these areas
through integration of Google Cloud APIs with key elements of Avaya’s
contact center infrastructure. Additionally, Avaya’s browser-based
desktop is designed to easily connect with applications and Google
Contact Center AI is seamlessly incorporated in the agent user
experience.
“Partnering with Avaya helps us deliver on our goal to make the contact
center experience easier and more efficient,” said Rajen Sheth, Director
of Product Management at Google Cloud. “We’re excited to work with Avaya
so enterprises can keep customers happy with faster call resolution, and
we look forward to building on this partnership as technology and
customer’s expectations evolve.”
Avaya and Google’s unique collaboration offers a differentiated contact
center solution with a simpler, but more efficient and architecturally
superior approach via native gRPC integration for voice. This will
enable Avaya IX Contact Center customers to easily integrate AI
providers like Google Cloud and infuse AI capabilities regardless of
channel, for consistent omnichannel experiences. Avaya IX Contact Center
solutions are capable of maintaining an awareness of all events,
including the sentiment, suggestions and resolution, creating a data
lake source for future machine learning processing that generates
increasingly impactful results.
“We continue to expand our AI-enabled solutions as well as our cloud
offerings for customers ranging from small-medium business to the
largest global enterprises, and further collaboration with Google is
providing additional capabilities to augment the innovation,” said Chris
McGugan, Avaya Senior Vice President, Solutions & Technology. “By
bringing these innovations to market for Avaya customers and partners,
we enable them to make every customer interaction more meaningful and
insightful, and more productive for their businesses.”
Avaya pioneered the integration of AI capabilities into contact center
communications solutions, and has led development and investment in a
number of key areas:
-
Effortless Self-Service: With the power of AI, you can deliver
great self-service experiences getting your customer the right
information at the right time.
-
Agent Assistance and Productivity: Empower agents with
AI-driven guidance, that includes relevant content, suggested
next-actions, and real-time coaching to stay ahead of the customer
engagement.
-
Smart Matching: Leverage advanced machine learning models to
pair the best agent with each customer interaction.
-
Smart Interactions: With powerful AI technologies, you can
create smart, conversational interactions that yield improved business
results.
-
Empowered Agents: Agents are empowered by AI-driven guidance
for content and suggested actions. Summarization tools help agents
expedite after-call processes.
-
Simplified Operations: Reduce complexity for customers and
agents alike by using AI models to select a self-service experience,
automate a process, or pair with the best possible agent
The company will showcase these solutions, and more, at the Avaya booth
#1519, Hall D at Enterprise
Connect, March 18–21, in Orlando, FL.
About Avaya
Businesses are built on the experiences they provide, and every day
millions of those experiences are built by Avaya (NYSE:AVYA). For over
one hundred years, we’ve enabled organizations around the globe to win –
by creating intelligent communications experiences for customers and
employees. Avaya builds open, converged and innovative solutions to
enhance and simplify communications and collaboration – in the cloud,
on-premise or a hybrid of both. To grow your business, we’re committed
to innovation, partnership, and a relentless focus on what’s next. We’re
the technology company you trust to help you deliver Experiences that
Matter. Visit us at www.avaya.com.
1
https://www.avaya.com/en/about-avaya/newsroom/pr-us-180522/
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and state
securities laws. These statements may be identified by the use of
forward looking terminology such as "anticipate," "believe," "continue,"
"could," "estimate," "expect," "intend," "may," "might," “our vision,”
"plan," "potential," "preliminary," "predict," "should," "will," or
“would” or the negative thereof or other variations thereof or
comparable terminology and include, but are not limited to, expected
cash savings and statements about growth, exchange listing and improved
operational metrics. The Company has based these forward-looking
statements on its current expectations, assumptions, estimates and
projections. While the Company believes these expectations, assumptions,
estimates and projections are reasonable, such forward-looking
statements are only predictions and involve known and unknown risks and
uncertainties, many of which are beyond its control. The factors are
discussed in the Company’s Registration Statement on Form 10 filed with
the Securities and Exchange Commission, may cause its actual results,
performance or achievements to differ materially from any future
results, performance or achievements expressed or implied by these
forward-looking statements. For a further list and description of such
risks and uncertainties, please refer to the Company’s filings with the
SEC that are available at www.sec.gov.
The Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, considering these risks and
uncertainties, the matters referred to in the forward-looking statements
contained in this report may not in fact occur. The Company undertakes
no obligation to publicly update or revise any forward-looking statement
as a result of new information, future events or otherwise, except as
otherwise required by law.
Source: Avaya Newsroom
View source version on businesswire.com:
https://www.businesswire.com/news/home/20190318005144/en/
Alex Alias
alalias@avaya.com
Source: Avaya Holdings Corp.