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Avaya Honored for Exceptional Innovation in Customer Experience Solutions, Empowering Contact Centers with Advanced AI and Natural Language Processing Capabilities

Avaya Conversational Intelligence transforms Contact Centers to help organizations increase brand loyalty and increase customer satisfaction

Santa Clara, Calif. – May 14, 2020 – Avaya Holdings Corp. (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, announced today that Avaya Conversational Intelligence, a powerful AI solution enabling next-generation contact centers to create happier customers, has been recognized as a 2020 CUSTOMER magazine Product of the Year Award winner.

Avaya Conversational Intelligence helps enable organizations to deliver significantly improved customer experiences that can increase brand satisfaction and drive more positive engagements between agents and customers. Unlike traditional speech analytics applications that mine calls after they occur, Avaya Conversational Intelligence transcribes voice conversations into actionable outcomes in real time, when the information is most useful, to help deliver deeper, more personal and more positive customer engagement.

Michael Baker from C3i Solutions, an HCL Technologies Company and Avaya customer, said,  “At a time of rapid change, it’s our goal to be that resource our customers can rely on to meet the growing needs of their customers. It is critically important to us that we apply AI in a meaningful and intentional way, and  the Avaya Conversational Intelligence solution allows us to do this. We have not only improved the overall customer experience, but also driven new efficiency gains across agents, supervisors and the QA teams in this new remote environment. The AI transcription, QA/Compliance and COVID use cases we were able to leverage has been a game-changer for us.”

Forrester expects that firms using AI effectively will see revenues increase by 5 to 10 percent.1 Additionally, by leveraging the power of Avaya Conversational Intelligence, organizations can dramatically increase agent performance in real time, reduce after-call agent work, initiate workflow actions, enhance regulatory compliance and summarize interaction details into actionable intelligence that can be used to improve operations and customer experience.

“Contact center AI capabilities are providing transformational customer experiences that are more personalized and lead to better outcomes, while making organizations smarter, more responsive and effective,” said Anthony Bartolo, Avaya executive vice president and Chief Product Officer. “Avaya continues add new innovations into its contact center solutions and we are pleased to be recognized by customers for the value AI is providing to create experiences that matter.”

The 2020 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.

Avaya Conversational Intelligence is available for US English speaking contact centers located in the United States. Additional languages will be added during the 2020 calendar year.

Additional Resources


Alex Alias and
Julianne Embry

Avaya PR

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ​ambitions and ​challenges,​ ​giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at

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. 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 Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. 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 press release 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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