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Avaya Deepens Integration With Google Cloud to Provide AI Enhancing Customer Experience

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Orlando, FL, USA, March, 2019 -- Avaya Holdings Corp. (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced further integration with Google Cloud Contact Center AI to provide better experiences for customers and a more efficient workforce, taking full advantage of the powerful artificial intelligence capabilities of both companies.

Avaya leverages AI to improve customer experience with more personalized, intelligent and insightful interactions. This includes embedding Google’s machine learning within Avaya conversation services powering the contact center, enabling easy integration of AI capabilities regardless of channel, promoting a consistent and intelligent experience for customers and delivering true omnichannel experiences with AI. Together, Avaya and Google Cloud are providing customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions that improve the customer journey. Avaya IX Contact Center is an AI-enhanced, omnichannel solution including voice, email, chat and mobile communications to make customer engagement a competitive advantage that drives growth and brand preference.

"Partnering with Avaya helps us deliver on our goal to make the contact center experience easier and more efficient," said Rajen Sheth, Director of Product Management at Google Cloud. "We’re excited to work with Avaya so enterprises can keep customers happy with faster call resolution, and we look forward to building on this partnership as technology and customer’s expectations evolve."

"We continue to expand our AI-enabled solutions as well as our cloud offerings for customers ranging from small-medium business to the largest global enterprises, and further collaboration with Google is providing additional capabilities to augment the innovation," said Chris McGugan, Avaya Senior Vice President, Solutions & Technology. "By bringing these innovations to market for Avaya customers and partners, we enable them to make every customer interaction more meaningful and insightful, and more productive for their businesses."

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com

Date Posted: Friday, March 22, 2019



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