Tech Trends Research – AI: The De Facto for Contact Center Experience

Artificial Intelligence is driving revolutionary capabilities that reduce costs and complexities.

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5-10%

Forrester expects firms that use AI effectively to see revenues increase by 5% to 10%

72%

By 2022, Gartner predicts 72% of customer interactions will involve emerging technology such as machine-learning

#1

#1 in Contact Center/ACD globally

How Avaya Infuses AI into the Contact Center

Product Information

Avaya IX™ Digital

  • Keep agents in sync and at pace with a consolidated view of customer information.
  • Remove communications chaos to keep agents fully immersed, energized and focused.
  • Data-driven insights create a deeper understanding of customer needs, naturally driving better outcomes.
Transform Your Strategy

Avaya IX™ Workspaces

  • Keep agents in sync and at pace with a consolidated view of customer information.
  • Remove communications chaos to keep agents fully immersed, energized and focused.
  • Data-driven insights create a deeper understanding of customer needs, naturally driving better outcomes.
Improve Performance

AI + Contact Center

  • Smart routing, behavioral pairing, outcome-based personalization.
  • Harness the power of an open data model for delivering experiences that matter.
  • Improve revenue conversion rates and reduce operational costs.
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Avaya Bots

  • Engage customers socially in a secured and controlled environment.
  • Automate chat interactions.
  • Leverage Natural Language Processing.

Avaya Conversational Intelligence

  • Transcribe and summarize voice interactions in real-time for deeper and more personalized engagement.
  • Tag keywords and sentiment.
  • Reduce agent after-call work.
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