Avaya Announces Availability of Google Cloud Contact Center AI Integration With Avaya
Santa Clara, CA, USA, Nov, 2019 -- Avaya Holdings Corp. (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced that key Google Cloud Contact Center (CC) AI capabilities integrated with Avaya IX Contact Center solutions are now available for global customers. The combination of Avaya AI conversation services and Google Cloud CC AI are providing a better experience for clients by blending automated and assisted experiences throughout a customer’s interaction with the contact center.
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."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, November 19, 2019
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