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Make AI Work Better in the Contact Center

AI is no longer an “emerging” technology. It’s the de facto for navigating a new era of life and business. Learn about the current state of AI within the contact center including practical applications, measurement strategies, and barriers to adoption in Vanson Bourne’s new AI research report.

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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

Natural Connections

  • Use Avaya Agent Scripting to create natural connections—whether human or automated, digital or physical, routine or sophisticated—across all channels.
  • Make your entire customer experience seamless and effortless for everyone.
  • Boost both employee and customer satisfaction scores.

Avaya IX Dashboard

  • Quickly turn data into real-time insights that your CX management can act on to deliver a better experience for customers and employees alike.
  • Utilize your people and resources more effectively.
  • See faster, better resolutions of customer complaints and service-impacting issues.

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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AI in 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 and Google Cloud Contact Center AI

  • Layer innovation into your current AI solution.
  • Evolve virtual bots into virtual agents to deliver even more intelligent interactions.
  • Integrate Google Cloud Platform APIs tailored to apply machine learning to your contact center environment.

Avaya IX Workspaces - Teamspace

  • Align your processes, people, and applications to focus on and deliver customer-first experiences.
  • Drive smarter collaboration, faster information sharing, and better decision-making among staff.
  • Connect customers with specialists faster. Increase resolution speed and satisfaction.

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