Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced that key Google Cloud Contact Center AI (CCAI) capabilities as a part of Avaya OneCloudTM CCaaS solutions are now available for Indian customers. The powerful combination of Avaya AI conversation services and Google CCAI will provide a better experience for clients by seamlessly blending automated and assisted experiences throughout a customer’s interaction with the contact center.
Avaya OneCloud™ CCaaS is powering organizations’ customer experience centers by better providing customer and workforce engagement solutions to better connect and orchestrate all touchpoints across the customer journey--including voice, video, chat, messaging, and social--while leveraging the power of AI, insights, knowledge and resources from across the organization. This enables users to deliver not only the right customer experience but also the right employee experience for those supporting the customer journeys.
Together, Avaya and Google Cloud are providing customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions.
Key features available now
through the integration of Avaya OneCloud CCaaS and Google Cloud CCAI include:
· Virtual
Agents – Human-like automated
bots which seamlessly interact with customers, offloading the live agents’
utilization until the optimal time and then transferring all context gathered
to the agent. Avaya captures the intent, actions and ultimate disposition of
each interaction in real-time, to decide the best path in future customer
engagement. Virtual agent capabilities are enabled through integration of
Google CCAI with Avaya Experience Portal. While virtual bots are ubiquitous,
they lack essential capabilities for effectively interacting with customers.
Avaya integrated with Google CCAI has evolved virtual bots into virtual agents,
with more human-like, intelligent responsiveness.
· Agent
Assist – Avaya AI algorithms
can be applied to Google CCAI to determine the next best action by the
agent, delivering the right information and enhancing the customer experience –
while increasing agent satisfaction and contact center efficiency.
· Insights – Google Insights combined with Avaya AI Uses
natural language processing to identify call drivers and sentiment that helps
contact center emplopyees and supervisors learn about customer interactions to
improve call outcomes. Through this valuable insight, recommended responses and
best actions can be uniquely tailored to drive desired outcomes.