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News : Avaya Announces Availability of Google Cloud Contact Center AI Integration With Avaya

#contactcenterworld, @Avaya, @googlecloud

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."

#contactcenterworld, @Avaya, @googlecloud

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


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - The 3 L’s

Read today's tip or listen to it on podcast.

Published: Tuesday, November 19, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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