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Avaya has been awarded it’s 600th contact centre innovation patent by the U.S. Patent Office, for its latest AI technology advancement within the Avaya OneCloud CCaaS portfolio.
With customer interactions now being predominantly mobile, online, across multiple devices and modalities, contact centres are the primary point of engagement for organisations to connect, collaborate and foster customer relationships. Avaya is delivering the future of customer experience with its Avaya OneCloud CCaaS portfolio, powered by AI, automation and machine learning.
Avaya’s 600th contact centre patent was granted for "chatbot socialisation" technology, which uses artificial intelligence to efficiently build virtual agents capable of interacting across voice, text and chat channels to respond to customer inquiries and requests.
"With over 4,400 patents across its CCaaS, UCaaS and CPaaS portfolios, Avaya has a remarkable history of invention, innovation and breakthrough advancements in delivering customer and employee experiences that organisations around the world can build their businesses on," said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. "We are committed to extending our technology leadership through investment in innovation, and by expanding our extensive ecosystem that includes partners and developers that augment our communications and collaboration platform and enable Avaya to deliver increased value to our customers."
Avaya was named a Leader in ‘The Aragon Research Globe™ for Intelligent Contact Center 2020’ specifically recognising the extensive AI capabilities, both native and through partnerships like its integration of Google Contact Center AI, for improving the customer experience and anticipating customer needs.
Google and AWS are key members of Avaya’s A.I.Connect programme, an Avaya-led initiative that brings together an extensive ecosystem of vendors and developers taking an active part in building AI-driven solutions.
About Avaya:
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: Friday, January 22, 2021
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