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News : Avaya Named Leader Position in Inaugural Report from Aragon Research

#contactcenterworld, @Avaya, @aragonresearch1

Raleigh-Durham, NC, USA, Jan 23, 2023 -- Avaya (NYSE:AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced it has been named as a Leader in the inaugural report: The Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC) 2023 by Aragon Research, Inc.

According to the report, authored by Craig Kennedy, Sr. Director of Research at Aragon Research, the Avaya solution offers a "fully integrated technology stack including Unified Communication (UC), Contact Center (CC), and Workstream Collaboration (WSC), all extensible through Avaya Communications APIs and application library." The report also indicates Avaya’s conversational AI solution is designed as "omni-channel, supporting text, voice, and visual interfaces."

Conversational AI technology enhances the user experience in the form of intelligent virtual agents (IVA) or chat bots. These IVAs are now working alongside human agents as co-agents, enabling the human agents to easily resolve issues. IVAs are also available to users independently for their issue resolution through self-service access delivering a seamless and simplified, omnichannel customer experience.

Avaya’s workflow automation is an available solution for conversational AI. Its capabilities enable the creation of new virtual agents that can integrate Google, Nuance, and other conversational AI offerings into custom or pre-built solution virtual agents.

"Companies strive to make the customer experience personalized, effortless, and frictionless; the agent experience should be no different," said Ahmed Helmy, GVP of the Experience Platform Product Management, Avaya. "Conversational AI in the contact center can greatly enhance both the customer and agent experience. End customers want self-service access to address transactional needs quickly, but also want the flexibility to choose a human agent when a more complex issue arises. The Avaya Experience Platform can enable and augment agents to predict and react faster to real-time customer needs with the right level of access to information. Overall, this helps agents provide an upleveled experience by better contextually serving their customers and delivering an end-to-end omnichannel experience focused on the customer."

According to Kennedy, while conversational AI technologies continue to advance, organizations should be apprised of the most updated capabilities available.

"The bar has been raised for customer experience in the contact center. Today’s consumers are routinely experiencing digital interactions with social media, ecommerce sites, virtual assistants, and other digital solutions that are seamless, intuitive, and easy to navigate, and they expect nothing less from their contact center interactions," said Sr. Director of Research, Craig Kennedy. "With a focus on intelligence and AI across its entire portfolio of offerings, Avaya is meeting these expectations by facilitating conversational AI powered customer journeys within its contact center over text, voice, and visual channels on the Avaya Experience Platform."

Avaya customer Mike Baker, VP of Enabling Technologies at C3i, a multi-channel customer engagement services provider, specializing in global, high-touch consumer, patient, and end-user management, said, "When we set out to find one solution technology partner, we really looked at it from the perspective of Avaya, the biggest contact center organization in the world. If we need help, in any country we can get Avaya support. That might not be the same, and it wasn't the same, for other vendors…At a time of rapid change, it’s our goal to be that resource our customers can rely on to meet the growing needs of their customers. It is critically important to us that we apply AI in a meaningful and intentional way, and Avaya allows us to do this…[A] use case that we used conversational intelligence for was around a major digital and print company. One of our customers was trying to gauge if people were impacted by COVID with job loss…And then further wanting to cancel a subscription, one of those subscriptions or possibly both. So, we would leverage the Avaya Conversational Intelligence listening if they were thinking of cancelling and then offer alternate solutions real time, because that's the benefit of Conversational Intelligence. It doesn't do anything if it's post-call, but since it's real time, we can make a difference."

#contactcenterworld, @Avaya, @aragonresearch1

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


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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About Aragon Research:
Company LogoAragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts.
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Today's Tip of the Day - Comprehensive Back-Up Plan

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

Published: Tuesday, January 24, 2023

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2024 Buyers Guide Recruitment Products/Services

 
1.) 
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.

2.) 
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.

3.) 
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)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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