Driving AI Innovation for the Future of Customer Experience, Avaya Receives 600th Contact Center Technologies Patent in its A...
January 21 2021 - 08:00AM
Business Wire
Across its entire range of solutions, the
Company now has over 4,400 Patents1 and growing
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced it has
been awarded its 600th contact center innovation patent by the U.S.
Patent Office2, for its latest AI technology advancement within the
Avaya OneCloud CCaaS portfolio.
With customer interactions now being predominantly mobile,
online, across multiple devices and modalities, contact centers are
the primary point of engagement for organizations to connect,
collaborate and foster customer relationships. Avaya is delivering
the future of customer experience with its Avaya OneCloud CCaaS
portfolio, powered by AI, automation and machine learning.
Avaya’s 600th contact center patent was granted for “chatbot
socialization” technology, which uses artificial intelligence to
efficiently build virtual agents capable of interacting across
voice, text and chat channels to respond to customer inquiries and
requests. With these AI capabilities infused into Avaya OneCloud
CCaaS, organizations can provide more seamless, predictive and
personalized customer and employee experiences through faster
access to relevant information and programming virtual agents to
pair with other interactive agents during client communications.
These techniques enable continuous expansion and improvement of the
knowledge base and effectiveness of AI systems and tools within the
contact center.
“With over 4,400 patents across its CCaaS, UCaaS and CPaaS
portfolios, Avaya has a remarkable history of invention, innovation
and breakthrough advancements in delivering customer and employee
experiences that organizations around the world can build their
businesses on,” said Anthony Bartolo, Executive Vice President and
Chief Product Officer, Avaya. “We are committed to extending our
technology leadership through investment in innovation, and by
expanding our extensive ecosystem that includes partners and
developers that augment our communications and collaboration
platform and enable Avaya to deliver increased value to our
customers.”
Avaya was named a Leader in ‘The Aragon Research Globe™ for
Intelligent Contact Center 2020’ specifically recognizing the
extensive AI capabilities, both native and through partnerships
like its integration of Google Contact Center AI, for improving the
customer experience and anticipating customer needs.
Avaya recently announced an expansion of its artificial
intelligence (AI)-powered customer experience capabilities for
Avaya OneCloud CCaaS customers, through an extended relationship
with Amazon Web Services (AWS). As an AWS Partner offering AWS
Contact Center Intelligence (CCI) solutions, Avaya can enable
customers to leverage AWS AI Services and Machine Learning (ML)
capabilities to drive more rewarding customer and employee
experiences across both voice and digital channels through natural,
conversation-driven interactions powered by AI and ML.
Google and AWS are key members of Avaya’s A.I.Connect program,
an Avaya-led initiative that brings together an extensive ecosystem
of vendors and developers taking an active part in building
AI-driven solutions. A.I.Connect is accelerating the adoption of AI
solutions in CCaaS and UCaaS portfolios, to deliver better customer
engagement, drive agent productivity, and increase customer
affinity.
Additional Resources
- Read our brochure, Building a Multiexperience Contact Center,
on how to deliver memorable customer experiences by synchronizing
customers, employees, insights knowledge and tools across customer
journeys.
- Check out the Aragon Research Globe™ for Intelligent Contact
Centers, 2020 report.
- Read our blog, The Essential Role of a Modern Contact Center
for Meetings New Standards.
1Includes patents and pending patent applications
2http://patft.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PALL&p=1&u=%2Fnetahtml%2FPTO%2Fsrchnum.htm&r=1&f=G&l=50&s1=10848443.PN.&OS=PN/10848443&RS=PN/10848443
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 http://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. 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 www.sec.gov, 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
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210121005090/en/
For Media Inquiries: Alex Alias alalias@avaya.com
Avaya (NYSE:AVYA)
Historical Stock Chart
From Feb 2024 to Mar 2024
Avaya (NYSE:AVYA)
Historical Stock Chart
From Mar 2023 to Mar 2024