Honored for improving customer service
technology and enhancing the customer experience
Unique AI and machine learning technology
natively integrated in Avaya IX Contact Center solutions
Avaya Holdings Corp. (NYSE:AVYA), a global leader in solutions
to enhance and simplify communications and collaboration, announced
today that Avaya Native Integration with Afiniti Enterprise
Behavioral Pairing™ has been named as a 2019 Contact Center
Technology Award winner, presented by CUSTOMER magazine.
“According to research on AI in the contact center, conducted by
Vanson Bourne1 and sponsored by Avaya, 37 percent of organizations
are challenged to provide an effective yet tailored approach to
customer communications, and 34 percent have difficulty directing
customers to the right channel to help them,” said Paul Lang, Head
of Contact Center Marketing, Avaya. “Avaya and Afiniti have a
unique, integrated solution for customers to utilize AI-powered
contact center capabilities that greatly improve customer
experience and agent productivity. We are honored that CUSTOMER
magazine has recognized us with this Contact Center Technology
Award.”
Avaya and Afiniti partnered to natively integrate Afiniti
artificial intelligence (AI) and machine learning technologies into
Avaya’s market-leading contact center solutions. Avaya’s
partnership with Afiniti, the world’s leading provider of AI-based
behavioral pairing solutions, provides organizations with unique AI
and machine learning technology natively integrated in Avaya IX™
Contact Center solutions, providing inbound and outbound contact
center capabilities that strengthen customer experience and agent
productivity.
Afiniti Enterprise Behavioral Pairing discovers, predicts and
affects patterns of interpersonal behavior to match customers with
the best possible agents for inbound calls and outbound
interactions by identifying subtle, valuable patterns of human
interactions and uses them to measurably increase customer
profitability.
Benefits Afiniti Enterprise Behavioral Pairing™ integrated into
Avaya IX Contact Center solutions include:
- Improved Customer and Agent Satisfaction – Discover and
predict patterns of interpersonal behavior optimizing interactions
between customers and agents leads to greater satisfaction and
loyalty, improved quality of life, and enhanced revenue and
profitability. Proactively contact customers regarding service and
product needs, remind customers of upcoming appointments, alert
customers to possible fraudulent account activity, communicate with
customers using their preferred channels and collect customer
satisfaction and other input feedback with surveys.
- Increased revenues – Pairing customers with the best
agent allows the agent to focus on increasing telesales conversion
rates, customer retention rates, and cross- and up- sell
opportunities. Improve collections efficiency, schedule
appointments and sell, cross-sell, and up-sell more
effectively.
- Reduced outbound costs and complexity – Utilize AI
integrations to help automate agent assisted campaigns from a
single campaign management system, reduce and shape inbound traffic
to inbound agents and replace costly outsourced campaigns.
- Improved agent performance – Data is refreshed every 24
hours, contributing to ensure pairing accuracy and positive
outcomes, mapping AI and machine learning to the constantly
evolving and changing customer, customer experience, and agent
experience.
“Congratulations to Avaya for being awarded a 2019 CUSTOMER
Magazine Contact Center Technology Award. Avaya’s Native
Integration with Afiniti Enterprise Behavioral Pairing™ has been
selected for demonstrating innovation, quality and unique features
which have had a positive impact on the customer experience,” said
Rich Tehrani, CEO, TMC. “We’re pleased to recognize their
achievement.”
This 14th-annual Contact Center Technology Award, presented by
CUSTOMER Magazine, honors vendors and technologies that have
embraced technology as a key tool for customer service excellence.
This award distinguishes their success as innovators, thought
leaders, and market movers in the contact center and customer care
industries.
Results of the 2019 CUSTOMER Contact Center Technology Award
will be published in CUSTOMER Magazine online and on TMCnet.
Additional Resources
- See how to Turn Your Contact Center into a Revenue Center with
Intelligent Agent-Customer Pairing
- Find out more about Afiniti Enterprise Behavioral Pairing™
- Read how AI isn’t Artificial in the Contact Center and Why it
Works
- Learn more about Avaya’s partnership with Afiniti and other
A.I.Connect partners
- Read about how Using Integrated Agent Desktops to Enhance
Customer Experience and Agent Productivity
1
https://news.avaya.com/gl-en-contact-center-ai-reg?CTA=9USA-CC-DG-AICC-PR&TAC=9USA-CC-DG-AICC-PR
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.
About CUSTOMER
Since 1982, CUSTOMER magazine (formerly Customer Interaction
Solutions) has been the voice of the call/contact center, CRM and
teleservices industries. CUSTOMER has helped the industry
germinate, grow, mature and prosper, and has served as the leading
publication in helping these industries that have had such a
positive impact on the world economy to continue to thrive. Through
a combination of outstanding and cutting-edge original editorial,
industry voices, in-depth lab reviews and the recognition of the
innovative leaders in management and technology through our highly
valued awards, CUSTOMER strives to continue to be the publication
that holds the quality bar high for the industry. Please visit
http://www.customer.tmcnet.com.
About TMC
Through education, industry news, live events and social
influence, global buyers rely on TMC’s content-driven marketplaces
to make purchase decisions and navigate markets. As a result,
leading technology vendors turn to TMC for unparalleled branding,
thought leadership and lead generation opportunities. Our in-person
and online events deliver unmatched visibility and sales prospects
for all percipients. Through our custom lead generation programs,
we provide clients with an ongoing stream of leads that turn into
sales opportunities and build databases. Additionally, we bolster
brand reputations with the millions of impressions from display
advertising on our news sites and newsletters. Making TMC a 360
degree marketing solution, we offer comprehensive event and road
show management services and custom content creation with expertly
ghost-crafted blogs, press releases, articles and marketing
collateral to help with SEO, branding, and overall marketing
efforts. For more information about TMC and to learn how we can
help you reach your marketing goals, please visit www.tmcnet.com
and follow us on Facebook, LinkedIn and Twitter, @tmcnet.
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
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version on businesswire.com: https://www.businesswire.com/news/home/20191017005190/en/
Alex Alias alalias@avaya.com
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