Sydney, Australia, Feb 19, 2020 -- Avaya Holdings Corp. (NYSE: AVYA) launched its Google Cloud AI-powered contact centre platform down under, helping Australian and New Zealand organisations deliver automated and assisted customer experiences (CX) by empowering agents with real-time intelligence.
Avaya IX Contact Center is an AI-enhanced, omnichannel solution including voice, email, chat and mobile communications, optimising the agent experience.
"Despite the appetite for advanced technologies, 59 per cent of Australian enterprises feel their organisation wants to adopt more AI but doesn’t know to do it, while 52 per cent believe their organisation can’t effectively use AI in any part of their business," said Joshua Dooney, AI Solutions Lead, Avaya International.
"By building Google’s AI engine into our core contact centre platform, Australian organisations can quickly modernise their internal processes and benefit from automation and analytics throughout every customer interaction. CX starts and stops with the agent, and with intelligent tools, agents will be equipped with accurate, relevant information at all times, resulting in reduces waiting and resolution times.
"By infusing the contact center with AI and ML-driven capabilities, we can help identify and address customers’ needs more quickly and more accurately, ultimately delivering a stronger, more customer-focused contact center experience. We’re excited to partner with Avaya to deliver such experiences to customers in Australia and New Zealand," said Tim Dawson, Technology Partner Lead for A/NZ, Google Cloud.
Posted by Veronica Silva Cusi, news correspondent
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.
Published: Thursday, February 20, 2020
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