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News : New AI Workflow Capability for Avaya OneCloud CCaaS Infused with New Voice and Digital Engagement Features

#contactcenterworld, @Avaya

Raleigh-Durham, NC, USA, April, 2021 -- Avaya (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration, introduced new capabilities for Avaya OneCloud™ CCaaS that deliver better outcomes for customers by connecting voice, digital and AI applications using a single visual design environment. The graphical low code/no code conversation composer empowers domain experts to integrate a wide range of AI-enabled insights and processes with advanced OneCloud CCaaS voice and digital capabilities. Contact center staff are now empowered to create more memorable customer experiences.

AI-based customer service continues to grow rapidly, by identifying, predicting and enabling better customer experiences faster than traditional approaches. Gartner predicts that by 2023, 40 percent of enterprise applications will have embedded conversational AI, up from less than 5 percent today. These new AI-based benefits enable Avaya to deliver on the promise and potential of OneCloud CCaaS voice-based automation, in particular.

According to Gartner Peer Insights, global organizations that have implemented Avaya OneCloud CCaaS to improve customer experience have touted its functionality and performance, as well as the future vision for the solution. Users have called Avaya OneCloud CCaaS a "hugely capable solution providing group-wide benefits for a digital business," and a "simple and easy to use cloud solution."

"Leveraging the power of AI, machine learning and a multi-cloud platform, Avaya is helping customers move beyond the traditional contact center to create composable customer experience centers that drive revenue and build real brand advocacy," said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. "Avaya’s AI-powered workflow capability enables users to easily compose and customize applications, providing full integration with data repositories ensuring continual improvement of underlying machine learning algorithms within Avaya’s multi-cloud ecosystem across the Avaya OneCloud portfolio.? We’re making it easier than ever for OneCloud CCaaS users to synchronize resources across the entire organization and deliver the right knowledge at the right time for the optimal outcomes."

"Businesses are rapidly becoming composable organizations," said Zeus Kerravala, Founder and Principal Analyst, ZK Research. "Digital transformation, COVID-19 and other trends have taught us a valuable lesson and that is business agility is everything, particularly in the area of contact center as customer experience is now the top brand differentiator. The new AI workflow capability for Avaya OneCloud CCaaS enables companies to realize the benefits of AI in a number of different ways. The CCaaS solution has a number of pre-built AI features but then customers can use the low code / no code features to build custom capabilities."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.avaya.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 - The Human Factor

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

Published: Monday, May 3, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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