Two Powerhouse AI Solutions Partner for One Amazing Customer Experience
Play VideoTransform Your Contact Center with the Perfect AI Combo
We’ve partnered our AI capabilities with Google Cloud Contact Center AI so you can seamlessly blend automated and assisted experiences into your customer journey. It takes finesse to add AI to your customer experience. This is how you add technical genius but keep the human touch.
Enabling Virtual Agents
An AI Contact Center is Always Learning
To decide the best path for customer engagements, Virtual Agents capture and analyze the intent, actions, and ultimate outcome of each interaction in real time. This delivers an ever-evolving AI experience full of human-like, intelligent interactions. Plus, seamless handoffs to live agents include all context gathered.
Avaya Customers Gain the Google Cloud Advantage
Layered Innovation
Enhance your current AI. Capitalize on additional AI capabilities afforded by Google Cloud Platform.
Virtual Agents
Evolve virtual bots into virtual agents, which deliver more natural, contextually appropriate responses to your customers.
Agent Assist
For your agent team, AI delivers complete info and context and can advise on the next best action to take.
Conversational Topic Modeling
Drive desired outcomes. While talking with customers, your agents can see topics and recommended responses.
Solution Support
Google Cloud Platform capabilities are supported on select Avaya Contact Center infrastructure and desktops.
Google Cloud Contact Center AI is democratizing the use of conversational artificial intelligence in the contact center, and the capabilities of Avaya IX Contact Center integrated with Google Cloud AI will enhance the contact center’s business logic and flows. 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.
Brent Kelly, Ph.D., Principal Analyst & Consultant, KelCor, Inc.
Unlocking the Transformative Power of AI for Contact Centers
IDC explores the Google Cloud AI and Avaya solution that incorporates smart, conversational bots into the customer journey.
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