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Santa Clara, Calif. – November 14, 2019 – Avaya Holdings Corp. (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced that key Google Cloud Contact Center (CC) AI capabilities integrated with Avaya IX Contact Center solutions are now available for global customers. The powerful combination of Avaya AI conversation services and Google Cloud CC AI are providing a better experience for clients by seamlessly blending automated and assisted experiences throughout a customer’s interaction with the contact center.
Avaya IX Contact Center is an AI-enhanced solution including voice, email, chat and mobile communications to make customer engagement a competitive advantage that drives growth and brand preference.
Key new features being enabled now in Avaya IX Contact Center through integration with Google Cloud CC AI include:
Together, Avaya and Google are providing customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions, and the two companies are working closely together to extend their integration to additional capabilities, including:
Avaya expects both Agent Assist and Conversational Topic Modeling to be available for global customers in the first half of 2020.
“Avaya is extending its leadership in leveraging AI to improve customer experience with more personalized, intelligent and insightful interactions that can reduce complexity in the myriad interactions that can impact traditional contact center effectiveness,” said Chris McGugan, Avaya SVP, Solutions & Technology. “This includes embedding Google Deep Machine Learning AI within with Avaya’s conversation engine powering the contact center, enabling easy integration of AI capabilities regardless of channel, promoting a consistent and intelligent end-to-end experience for customers and delivering true omnichannel experiences with AI.”
“When properly designed, intelligent Virtual Agents for self-service customer engagement can improve the customer experience while decreasing contact center costs and increasing net promoter score,” said E. Brent Kelly, Ph.D., Principal Analyst & Consultant, KelCor, Inc. “Google CCAI is democratizing the use of conversational artificial intelligence in the contact center, and the capabilities of Avaya IX Contact Center integrated with Google’s AI will enhance the contact center’s business logic and flows."
Avaya Corporate Communications
Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya. Avaya is shaping the future of customer experiences, with innovation and partnerships that deliver game-changing business benefits. Our communications solutions power immersive, personalized, and memorable customer experiences to help organizations achieve their strategic ambitions and desired outcomes. Together, we are committed to helping grow your business by delivering Experiences That Matter. Learn more at http://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, considering 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