Avaya Expanding AI-powered Contact Center Capabilities to Improve Customer Experience, Participating with AWS Contact Center ...
January 12 2021 - 8:00AM
Business Wire
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced an
expansion of its artificial intelligence (AI)-powered customer
experience capabilities for Avaya OneCloudTM 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.
Avaya’s integration with AWS CCI strengthens its portfolio of
contact center solutions delivering enhanced customer engagement
through better, faster, and more relevant insights and actions,
building brand preference while also improving operational
efficiency. Avaya OneCloud CCaaS customers can benefit from AWS
ML-powered intelligence to improve self-service, analyze calls in
real time to assist agents, and learn from each contact center
interaction with post-call analytics, giving customers and
customer-facing employees better, faster, and more rewarding
interactions.
“As a leading contact center solution provider with an installed
base of approximately six million seats globally, Avaya continues
to expand AI capabilities that are evolving the contact center into
what is now the customer experience center,” said Eric Rossman,
Avaya VP, Technology Partners and Alliances. “With real-time
insights and fuller context for each customer at your fingertips,
brands can meet and exceed their customers’ expectations with each
interaction, leading to greater satisfaction and brand loyalty.
With AWS, Avaya delivers new AI and machine learning innovation
that improves the performance and efficiency of customer experience
teams, but more importantly, enables deeper and more meaningful
human connections between organizations and their customers.”
Avaya announced that they have joined the AWS Partner Network
(APN) as an AWS Select Technology Partner. The integration with AWS
CCI extends Avaya’s AWS-based cloud efforts and furthers Avaya’s
vision for AI in the contact center. AWS is also a key member of
A.I.Connect, an Avaya-led initiative that brings together an
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.
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
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based these forward-looking statements on its current expectations,
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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.
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trademarks, and service marks, respectively, of Avaya Inc. All
other trademarks are the property of their respective owners.
Source: Avaya Newsroom
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For Media Inquiries: Alex Alias alalias@avaya.com
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