View All News

New AI Workflow Capability for Avaya OneCloud CCaaS Infused with New Voice and Digital Engagement Features to Enhance Customer Experience


Connects voice, digital, and AI applications including Google, Nuance, Amazon, IBM Watson and BYO into a single user interface

RALEIGH-DURHAM, N.C.--(BUSINESS WIRE)-- Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today introduced new capabilities for Avaya OneCloud™ CCaaS that deliver better outcomes for customers by connecting voice, digital and AI applications using a single visual design environment. The graphical low code/no code conversation composer empowers domain experts to quickly integrate a wide range of AI-enabled insights and processes with advanced OneCloud CCaaS voice and digital capabilities. Contact center staff are now empowered to create more memorable customer experiences.

AI-based customer service continues to grow rapidly, by identifying, predicting and enabling better customer experiences faster than traditional approaches. Gartner predicts that by 2023, 40 percent of enterprise applications will have embedded conversational AI, up from less than 5 percent today. These new AI-based benefits enable Avaya to deliver on the promise and potential of OneCloud CCaaS voice-based automation, in particular.

Key benefits of AI workflow:

  • Realize the power of voice-based automation and intelligent interactions using domain-led designs that are effortlessly composed
  • Compose and modify applications easily for hybrid cloud deployments using a single visual user interface
  • Leverage pluggable, pre-built, bring or create your own AI​, with multilingual Virtual Agent, Chatbot, and Agent Assist capabilities​ and OOTB integrations including Google Dialogflow, Microsoft LUIS, IBM Watson and Alexa Skills Kit​
  • Use built-in analytics and insights to better support decisions on what customers want and need
  • Take advantage of low code / no code feature for flexible, agile integrations
  • Leverage 20+ languages including English, German, Spanish, Japanese, Chinese and more, while also supporting language-independent machine learning models ​

According to Gartner Peer Insights, global organizations that have implemented Avaya OneCloud CCaaS to improve customer experience have touted its functionality and performance, as well as the future vision for the solution. Users have called Avaya OneCloud CCaaS a "hugely capable solution providing group-wide benefits for a digital business," and a "simple and easy to use cloud solution."

“Leveraging the power of AI, machine learning and a multi-cloud platform, Avaya is helping customers move beyond the traditional contact center to create composable customer experience centers that drive revenue and build real brand advocacy,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “Avaya’s AI-powered workflow capability enables users to easily compose and customize applications, providing full integration with data repositories ensuring continual improvement of underlying machine learning algorithms within Avaya’s multi-cloud ecosystem across the Avaya OneCloud portfolio.​ We’re making it easier than ever for OneCloud CCaaS users to synchronize resources across the entire organization and deliver the right knowledge at the right time for the optimal outcomes.”

“Businesses are rapidly becoming composable organizations,” said Zeus Kerravala, Founder and Principal Analyst, ZK Research. “Digital transformation, COVID-19 and other trends have taught us a valuable lesson and that is business agility is everything, particularly in the area of contact center as customer experience is now the top brand differentiator. The new AI workflow capability for Avaya OneCloud CCaaS enables companies to realize the benefits of AI in a number of different ways. The CCaaS solution has a number of pre-built AI features but then customers can use the low code / no code features to build custom capabilities.”

Additional Resources:

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at

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. 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 Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. 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, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release 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.

All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

Source: Avaya Newsroom

For Media Inquiries:
Alex Alias

Source: Avaya

Categories: Press Releases
View All News