Avaya Announces New AI Capabilities to Improve Customer Experience, With More Powerful Virtual Agents Integrating With Google...
January 27 2021 - 12:01PM
Business Wire
Avaya AI Virtual Agent Enhanced - the newest
co-innovation with Google Cloud – now being adopted by customers
worldwide
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced that its
Avaya OneCloud™ CCaaS and OneCloud™ CPaaS portfolios are now
available with Avaya AI Virtual Agent Enhanced, new human-like
automation features that significantly improve customer experience
and contact center efficiency.
This expanded conversational AI capability leverages Google
Cloud Dialogflow CX, and is part of Avaya’s ongoing integration of
Google Cloud’s Contact Center AI (CCAI). The powerful combination
of Avaya AI innovation and Google Cloud CCAI are providing a better
experience for users by seamlessly blending automated and assisted
experiences throughout a customer’s interaction with the contact
center.
Two leading U.S.-based telecommunications services providers are
implementing Avaya Virtual Agent Enhanced to improve the experience
their customers enjoy through more natural, nuanced and
context-driven interactions. While virtual bots are ubiquitous,
they had previously lacked essential capabilities for effectively
interacting with customers, and the adoption of enhanced virtual
agent features delivered by Avaya and Google Cloud is changing the
game.
“Through partnerships with Google and others, Avaya’s OneCloud
approach makes it possible for its enterprise customers to choose
the flavor of Conversational AI that best fulfills use case-driven
demand for machine learning, natural language processing and
analytics,” explained Dan Miller, Lead Analyst at Opus Research.
“They can afford to employ Intelligent Virtual Agents informed by
innovation that Google Cloud has committed significant resources to
develop.”
“Avaya and Google Cloud are delivering AI innovation that is
making organizations more agile, more responsive and more capable
of meeting the needs of today’s ‘everything customer’,” said Eric
Rossman, Avaya VP of Technology Partners and Alliances. “Being
first to integrate Google Dialogflow CX as part of Avaya Virtual
Agent Enhanced is providing Avaya OneCloud CCaaS and OneCloud CPaaS
customers with a unique advantage in tailoring and customizing each
experience and redefining what the customer journey looks like. Our
strength in delivering AI continues to drive growth in our cloud
solutions, and is making a real difference for our customers.”
Avaya OneCloud CCaaS contact center solutions are powering
organizations’ customer experience centers to better connect and
orchestrate all touchpoints across the customer journey--including
voice, video, chat, messaging, and social--while leveraging the
power of AI, insights, knowledge and resources from across the
organization. This enables users to deliver not only the right
customer experience but also the right employee experience for
those supporting the customer journey.
Avaya OneCloud CPaaS (Communications Platform as a Service)
enables organizations to build the experiences they want, and
communications-enable apps with the workflow integration they need.
Building and integrating apps with one click integration to Google
Cloud Dialogflow CX using Avaya OneCloud CPaaS, users can quickly
build applications with a platform that supports SMS, MMS, voice,
messaging, and digital channels.
Avaya OneCloud CCaaS and OneCloud CPaaS users will benefit from
increased flexibility, efficiency and scalability with key features
from Avaya and Google Cloud including:
- Agent Assist – Avaya machine-learning algorithms can be
applied to Google Cloud CCAI to determine the next best action by
the agent, delivering the right information, step-by-step guidance,
and knowledge articles to enhance the customer experience – while
increasing agent satisfaction and contact center efficiency.
- Insights – Google Cloud Insights combined with Avaya AI
uses natural language processing to identify call drivers and
sentiment that helps contact center employees and supervisors learn
about customer interactions to improve call outcomes. Through this
valuable insight, recommended responses and best actions can be
uniquely tailored to drive desired outcomes.
And the more powerful virtual agent feature announced today:
- Avaya AI Virtual Agent Enhanced – An evolution in
human-like automated bots which seamlessly interact with customers,
offloading the live agents’ utilization until the optimal time and
then transferring all context gathered to the agent. This offer
provides greater focus on enterprise-grade functionality and
features that support more complex use cases, greater
conversational turns as well as powerful IVR features such as DTMF,
Barge-in, and live agent handoff. Avaya AI Virtual Agent Enhanced
capabilities are enabled through integration of Google Cloud
Dialogflow CX with Avaya OneCloud CCaaS and OneCloud CPaaS. Avaya
integrated with Google Cloud CCAI has evolved virtual bots into
virtual agents and, in the process, optimized customer experience
while delivering powerful enterprise functionality.
“Contact centers are often businesses’ frontline for delivering
great customer experiences,” said Shantanu Misra, Head of Product
for Dialogflow at Google Cloud. “Dialogflow CX brings new, advanced
capabilities to virtual agents, helping contact center teams better
prioritize customer needs and ultimately improving customer
satisfaction. We’re excited to partner with leaders such as Avaya
to integrate Dialogflow CX into customers’ existing contact center
platforms and deliver Contact Center AI capabilities to businesses
worldwide.”
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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Source: Avaya Newsroom
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