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."
Posted by Veronica Silva Cusi, the news correspondent
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: Tuesday, April 26, 2022
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