News : Avaya Announced Partnership with Koopid to Deliver AI-powered Customer Journeys
Karnataka, India, July, 2019 -- Avaya Holdings Corp. announced that it has expanded its Technology Partner alliances program through a new agreement with Koopid, the AI-powered Customer Experience Orchestration platform, designed to enable seamless self-service customer journeys.
Koopid’s technologies can now be integrated into Avaya’s contact center solutions, enabling seamless transitions from AI-driven customer self-service to live human assistance on chat or voice, while providing agents with conversational context with a record of current and historical interactions.
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"Customers today demand well-informed and intelligent conversations and companies are constantly looking at newer ways to enhance services while improving time to resolution and reducing cost. Koopid is a valued Avaya partner and the decision to enter into this partnership strengthens our focus to provide a seamless end-to-end customer experience management and our ability to grow together and service customers better. With this partnership, agents can interact with customers simultaneously on voice and digital channels and leverage virtual agents to complete transactions. We are hopeful that this association, we will be able to define the future of hyper-personalized customer journeys, and result in significant improvements in time to resolution, cost of resolution and NPS," said Vishal Agrawal, Managing Director, Avaya, India & SAARC.
"Avaya is recognized as a global leader for providing solutions that enhance and simplify communications and this partnership bolsters our capability to meet and exceed the evolving needs of customers, while also speeding up the agent’s workflow and time to customer resolution. Koopid’s out-of-the box integrations with Avaya call handling, routing as well as agent desktop software is enabling agents to provide efficient and informed service through delivering context of current and historical interaction and intelligent agent suggestions." said Venkatesh Krishnaswamy, CEO, Koopid.
"Our customers have deployed solutions in domains like citizen services, IT services, advisory services, travel, hospitality, healthcare and boutique retail. We hope that this relationship will further extend the significant lead that Avaya enjoys in the communication space, while also expanding the Koopid footprint in the market," added Krishnaswamy.
Posted by Veronica Silva Cusi, news correspondent
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