Extends Collaboration with Avaya A.I.Connect Partner
SANTA CLARA, Calif.--(BUSINESS WIRE)--
Avaya Holdings Corp. (NYSE: AVYA), a global leader in solutions to
enhance and simplify communications and collaboration, today announced
the availability of new self-service automation capabilities with
simple, easy to navigate conversational interfaces integrated in its
Avaya IX Contact Center solutions. This leap forward in customer
experience is a result of Avaya’s ongoing integration of AI capabilities
with Nuance
Communications (NASDAQ: NUAN), a leading provider of Conversational
AI technology and an Avaya A.I.Connect partner.
Delivering on the promise of self-service automation has been
historically frustrating, with significant limits on the types of
interactions that customers could conduct. But by 2023, customers will
prefer to use speech interfaces to initiate 70% of self-service customer
interactions, rising from 40% today.1 Avaya is leveraging the
growing power of AI to enable organizations around the world to deliver
better self-service experiences to meet this growing demand for robust
conversational capabilities.
“Artificial Intelligence-driven interactions significantly improve the
accuracy, efficiency and effectiveness of self-service automation,
driving increased user acceptance and adoption,” said Eric Rossman,
Avaya Vice President, Partnerships, Developers & Alliances. “Avaya’s
A.I.Connect ecosystem of partners continues to provide unique solutions
helping to make customer interactions more meaningful and insightful.
Our enhanced integration with Nuance enables us to increase our ability
to deploy new innovation for organizations of all kinds looking to
improve engagement and satisfaction of their customers.”
Businesses now have an additional automation solution that can
personalize interactions with their customers, making them seamless,
effortless and personal while minimizing the friction caused by previous
generations of technology. This latest integration with Nuance provides
customers with additional speech enhancements, including Nuance Speech
Suite 11 with Dragon Voice for conversational speech, leveraging the
latest in AI-driven machine learning speech recognition capabilities.
“In a world of virtual assistants and smart homes, customers expect to
control their experiences with technology simply by talking,” said Tony
Lorentzen, SVP Intelligent Engagement Solutions, Nuance Enterprise
Division. “By combining AI-powered, enterprise-grade speech technologies
we’re enabling automated, intelligent, contextual conversations that
feel almost human. We’re excited to continue integrating our latest
technologies through our A.I.Connect partnership with Avaya, so together
we can help to enhance customer and user experiences.”
“We provide superior internet, phone and TV services to small businesses
across 41 states, so superior customer service is a top priority for
us,” said Ganesh Palaniappan, Vice President Call Center Technology,
Charter Communications. “Nuance and Avaya solutions allow us to have
inbound and outbound speech, mobile, or SMS self-service applications in
one single platform. We’ve purchased and are excited about these new,
available integrations with Avaya and Nuance to further help us increase
sales and provide better customer experiences.”
Additional Resources
1
https://www.gartner.com/doc/3895585/predicts--crm-customer-service
About Nuance Communications, Inc.
Nuance Communications, Inc. (NASDAQ: NUAN) is the pioneer and leader in
conversational AI innovations that bring intelligence to everyday work
and life. The company delivers solutions that can understand, analyze
and respond to human language to increase productivity and amplify human
intelligence. With decades of domain and artificial intelligence
expertise, Nuance works with thousands of organizations – in global
industries that include healthcare, telecommunications, automotive,
financial services, and retail – to create stronger relationships and
better experiences for their customers and workforce. For more
information, please visit www.nuance.com.
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.
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/20190401005194/en/
For media inquiries:
Alex Alias
alalias@avaya.com
Source: Avaya Holdings Corp.