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News : Avaya Receives 600th Contact Centre Technologies Patent in its Avaya OneCloud™ CCaaS Portfolio

#contactcenterworld, @Avaya

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. 

#contactcenterworld, @Avaya

 


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 - Utilize Time & Money Saving Tools

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

Published: Friday, January 22, 2021

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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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