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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.

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"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 - Learn Through Bad Experience

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

Published: Thursday, February 20, 2020

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2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
 
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