News : Avaya Taps Nuance to Deliver New Conversational Interfaces for AI-Enhanced Customer Experience
Santa Clara, CA, USA, April, 2019 -- Avaya Holdings Corp. (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced the availability of new self-service automation capabilities with conversational interfaces integrated in its Avaya IX Contact Center solutions. This leap forward in customer experience is a result of Avaya’s ongoing integration of AI capabilities with Nuance Communications (NASDAQ: NUAN), a provider of Conversational AI technology and an Avaya A.I.Connect partner.
"Artificial Intelligence-driven interactions significantly improve the accuracy, efficiency and effectiveness of self-service automation, driving increased user acceptance and adoption," said Eric Rossman, Avaya Vice President, Partnerships, Developers & Alliances. "Avaya’s A.I.Connect ecosystem of partners continues to provide unique solutions helping to make customer interactions more meaningful and insightful. Our enhanced integration with Nuance enables us to increase our ability to deploy new innovation for organizations of all kinds looking to improve engagement and satisfaction of their customers."
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"In a world of virtual assistants and smart homes, customers expect to control their experiences with technology simply by talking," said Tony Lorentzen, SVP Intelligent Engagement Solutions, Nuance Enterprise Division. "By combining AI-powered, enterprise-grade speech technologies we’re enabling automated, intelligent, contextual conversations that feel almost human. We’re excited to continue integrating our latest technologies through our A.I.Connect partnership with Avaya, so together we can help to enhance customer and user experiences."
"We provide superior internet, phone and TV services to small businesses across 41 states, so superior customer service is a top priority for us," said Ganesh Palaniappan, Vice President Call Center Technology, Charter Communications. "Nuance and Avaya solutions allow us to have inbound and outbound speech, mobile, or SMS self-service applications in one single platform. We’ve purchased and are excited about these new, available integrations with Avaya and Nuance to further help us increase sales and provide better customer experiences."
Posted by Veronica Silva Cusi, news correspondent
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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.
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