AVAYA AVA™ Brings AI to Life for a Better Customer Experience

Introducing Avaya Ava, a cloud-based AI solution for automating and managing digital interactions with customers through social and messaging platforms

Avaya ENGAGE, New Orleans, LA – January 30, 2018 – Avaya (NYSE:AVYA) today announced advancements in delivering and integrating artificial intelligence (AI) technologies into contact centers to improve the customer experience.  Avaya Ava™, a new AI architecture including natural language processing, machine learning and innovative analytics, enables effortless customer engagement through social media and messaging platforms.

Avaya Ava is a cloud, messaging-agnostic solution that offers new AI capabilities for social messaging integration and automation of digital interactions. Avaya Ava was originally introduced as part of Avaya’s online support community, helping customers and partners get their questions answered about Avaya solutions without human intervention. Ava has now evolved to include AI capabilities, complementing Avaya’s Customer Experience portfolio and is the ideal solution for any contact center to modernize their infrastructure with AI.  

Avaya Ava can engage with customers using social media, chat and messaging channels, and provide immediate self-service support as well as deliver the customer to agent based customer care.  When handing off to agents, Ava transfers the full context of the upfront automated experience, eliminating the need for customers to repeat information and steps already taken.

Capable of AI mining via multi-lingual, natural language identification, contextual and sentiment analysis, Avaya Ava extends scale and efficiency to customer care operations. Ava can support 34 languages and Facebook, Twitter, WeChat and LINE, with more to be added as the solution evolves. The open API approach enables integration with third party AI solutions from the Avaya A.I.Connect initiative.

The announcement of Avaya Ava comes on the heels of Avaya’s announcement of a definitive agreement to acquire Spoken, a leading innovator in Contact Center as a Service (CCaaS) solutions for enterprise customers and a provider of transformative real-time customer experience management applications built on conversational artificial intelligence. Spoken’s specialized agent quality software applications and services as well as IntelligentWire solutions use artificial intelligence and deep learning technologies on live voice conversations to reduce after-call work, drive more intelligent responses and gain deeper insight into customer sentiment and experience.

Avaya also announced today an expansion of the A.I.Connect initiative with three new members, and new solutions and services focused on the user experience, including Avaya Equinox Experience and the Avaya Desktop Experience.

Quotes

“Artificial Intelligence offers significant benefits to improve the customer experience. Avaya Ava can provide an outstanding customer experience that blends personality, efficiency and information to capture service opportunities in digital channels with less effort on the part of the customer.  Ava, like Avaya, enables companies to stay on the forefront of the customer experience.”
Laurent Philonenko, SVP and GM, Technology and Solutions, Avaya

“The increasing number of channels customers use for service needs presents a significant opportunity for artificial intelligence technologies. While it’s nearly impossible for a company to dedicate enough live agents to monitor and be responsive to all channels including social media and messaging platforms, an AI-enabled solution offers the capability to quickly engage the customer as the first - and potentially, the entire interaction in a highly satisfactory experience.”
Mary Wardley, IDC, Vice President, Customer Care and CRM

Read the whitepaper: AI to Better Engage Your Digitally Connected Customer

About Avaya
Avaya (NYSE:AVYA) enables the mission critical, real-time communication applications of the world’s most important operations. As a global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

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