
#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."
"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."
About Avaya:Avaya 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.
About Google:Google Inc. is an American multinational public corporation invested in Internet search, cloud computing, and advertising technologies.
Published: Thursday, January 28, 2021
4.) | Consilium Software Consilium UniChAI™ Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c... (read more) PH: (+61) 406 501 368 |
6.) | Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more) PH: +61404697151 |
11.) | Koopid KoopidAI Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs. AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha... (read more) PH: 0800 999 1882 |
14.) | MFE International Oracle Digital Assistant The next generation state-of-the-art text and voice AI Chatbot . No coding required. Reduce call volumes by 30-60%. Reduce waiting times |
16.) | 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 |
18.) | Summatti Analysis that empowers your business Get actionable insights from all your customer interactions |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall