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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 - Select The Right Application

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

Published: Thursday, February 20, 2020

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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