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Digital channels account for 42% of global contact center interactions​


The average customer service team now works with 9 non-voice channels


40% of contact center managers say their systems for digital channels are not meeting current needs

Key Benefits

Connect Every Piece of the Customer Journey

Maintain a 360-degree view of customers wherever, whenever, and however they choose to connect. Visualize the entire omnichannel journey from the customer’s perspective: where they’ve been, how they got there, and how you can support them where they are.

Move to Personalization 2.0

Stop mindlessly collecting data and start mindfully using it to create real impact. Actionably improve based on relevant insights captured across the customer journey to deliver personalized, consistent experiences across all digital channels and devices.

Do Better by Your Agents

Automatically equip agents with predictive, context-aware, analytics-driven intelligence for each customer interaction. Eliminate the hoops they’re used to jumping through by allowing them to manage all digital channels through one single, unified workspace.

Use Smart Resource Matching

Get it right the first time by automatically matching customers with the right agent based on the right information. Build customized learning algorithms that drive anticipatory engagement and turn customers into loyal brand advocates.

Capitalize on Cloud Flexibility

Choose the deployment options (public, private, hybrid) and finance models (CAPEX, OPEX) that make the most sense for your organization.

Product Information

Avaya AI Routing with Afiniti AiRo​

  • Smart routing, behavioral pairing creates natural connections between customers and agents​.

  • Extends the reach of AI for organizations of any size.​

  • Grow customer advocacy, improve conversion rates, reduce operational costs.​

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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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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.
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