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News : Avaya Virtual Agent Now Available as a Ready to Deploy, Configurable Service

#contactcenterworld, @Avaya

Raleigh-Durham, NC, USA, April 2022 - Avaya (NYSE: AVYA), a global in solutions to enhance and simplify communications and collaboration, announced an enhancement to Avaya OneCloud™ to reduce the complexity associated with virtualizing customer interactions. Avaya Virtual Agent is a ready-to-deploy, configurable service that delivers the full benefits of virtual, AI-based communication experiences to businesses – immediately elevating their customer experience.

Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others. This is because only 50 percent of them had their issue or concern resolved. This lack of success is due in part to the historical complexity of developing and delivering effective virtual agent solutions.

"Experience is everything today, and companies need to provide an entirely new level of responsiveness that adapts to the changing needs of customers and employees, even in the moment," said Simon Harrison, Senior Vice President and Chief Marketing Officer at Avaya. "Avaya Virtual Agent makes it easier for organizations to rapidly compose the interactions that businesses need to ensure more engaging and memorable experiences."

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"With its new Virtual Agent, Avaya is delivering a critical component to partner solutions," said Sebastian Anthony Corriere KMP, NPS, Founder & Chief Contact Center and Customer Experience Strategist at VesuvITas. "Every business and industry is rethinking customer and employee experiences, and the Virtual Agent helps the channel community and partners like VesuvITas build the unique experiences each business wants to create for its customers. Leveraging the latest in AI technology, the Avaya Virtual Agent powers contact centers and customer engagements with next-generation solutions that are fast and easy to design and deliver."

"The kinds of things this service can do in minutes is more than a typical company could develop and enable in weeks," said Karen Hardy, VP Product Management, Avaya. "Avaya Virtual Agent manages all the voice, telephony and speech recognition and orchestrates all the essential processes to make it easy to create natural voice, SMS or AI experiences. What this means for businesses and the development community is that in addition to immediately reducing call volumes to live agents, decreasing average call wait times, and increasing agent productivity and efficiency, they can elevate the customer experience to make their brands more engaging."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, the 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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Today's Tip of the Day - Selection Systems

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

Published: Tuesday, April 26, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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