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News : Avaya Integrates with Google Cloud Dialogflow CX

#contactcenterworld, @Avaya, @google

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."

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

"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, @Avaya, @google


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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About Google:
Company LogoGoogle Inc. is an American multinational public corporation invested in Internet search, cloud computing, and advertising technologies.
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Today's Tip of the Day - Voice Mail

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

Published: Thursday, January 28, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
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