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News : Avaya Launches Google Cloud AI-powered Contact Centre Capabilities in Australia

#contactcenterworld, @Avaya

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[1]," 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.

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://prwire.com.au


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 - CRM Technology

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

Published: Thursday, February 20, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
PH: 801.471.0883

2.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

3.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

4.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

5.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

6.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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