#contactcenterworld

The 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 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.

"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. "

"Contact centres 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."

#contactcenterworld

Date Posted: Thursday, January 28, 2021