Avaya Announces Availability of Google Cloud Contact Center AI Integration With Avaya’s IX Contact Center Solutions
November 14 2019 - 8:00AM
Business Wire
- Global customers now onboarding as joint implementations
demonstrate enhanced customer experience
- Avaya and Google continue to work jointly together to expand AI
capabilities
Avaya Holdings Corp. (NYSE: AVYA), a global leader in solutions
to enhance and simplify communications and collaboration, today
announced that key Google Cloud Contact Center (CC) AI capabilities
integrated with Avaya IX Contact Center solutions are now available
for global customers. The powerful combination of Avaya AI
conversation services and Google Cloud CC AI are providing a better
experience for clients by seamlessly blending automated and
assisted experiences throughout a customer’s interaction with the
contact center.
Avaya IX Contact Center is an AI-enhanced solution including
voice, email, chat and mobile communications to make customer
engagement a competitive advantage that drives growth and brand
preference.
Key new features being enabled now in Avaya IX Contact Center
through integration with Google Cloud CC AI include:
- Virtual Agents – 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. Avaya captures the intent, actions
and ultimate disposition of each interaction in real-time, to
decide the best path in future customer engagement. Virtual agent
capabilities are enabled through integration of Google CC AI
Dialogflow with Avaya Experience Portal. While virtual bots are
ubiquitous, they lack essential capabilities for effectively
interacting with customers. Avaya integrated with Google CC AI has
evolved virtual bots into virtual agents, with more human-like,
intelligent responsiveness.
Together, Avaya and Google are providing customers with
increased flexibility, efficiency and scalability in deploying
powerful and simple communication and collaboration solutions, and
the two companies are working closely together to extend their
integration to additional capabilities, including:
- Agent Assist – Avaya AI algorithms can be applied to
Google Contact Center AI to determine the next best action by the
agent, delivering the right information and enhancing the customer
experience – while increasing agent satisfaction and contact center
efficiency.
- Conversational Topic Modeling – Google Topic Modeling
combined with Avaya AI enables agents to leverage real-time
visibility of topics with each conversation turn. Through this
valuable insight, recommended responses and best actions can be
uniquely tailored to drive desired outcomes.
Avaya expects both Agent Assist and Conversational Topic
Modeling to be available for global customers in the first half of
2020.
“Avaya is extending its leadership in leveraging AI to improve
customer experience with more personalized, intelligent and
insightful interactions that can reduce complexity in the myriad
interactions that can impact traditional contact center
effectiveness,” said Chris McGugan, Avaya SVP, Solutions &
Technology. “This includes embedding Google Deep Machine Learning
AI with Avaya’s conversation engine powering the contact center,
enabling easy integration of AI capabilities regardless of channel,
promoting a consistent and intelligent end-to-end experience for
customers and delivering true omnichannel experiences with AI.”
“When properly designed, intelligent Virtual Agents for
self-service customer engagement can improve the customer
experience while decreasing contact center costs and increasing net
promoter score,” said E. Brent Kelly, Ph.D., Principal Analyst
& Consultant, KelCor, Inc. “Google CCAI is democratizing the
use of conversational artificial intelligence in the contact
center, and the capabilities of Avaya IX Contact Center integrated
with Google’s AI will enhance the contact center’s business logic
and flows.”
About Avaya
Businesses are built on the experiences they provide, and
everyday 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.
Cautionary Note Regarding Forward-Looking Statements
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Source: Avaya Newsroom
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Alex Alias alalias@avaya.com
Avaya (NYSE:AVYA)
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