Leading communications company, Avaya, recently announced that it would be offering integrations with the latest intelligent offering from Google Cloud. Crucial features from the Google Cloud Contact Center AI solution, CCAI will be integrated with the Avaya IX Contact Centre. These offerings will be available for global customers, offering an excellent opportunity to enhance experiences for customers through smart insights and pioneering technology.
CCAI and Avaya IX will give today’s businesses access to assisted and automated experiences to transform a customer’s experience of the contact centre.
Bringing CCAI and IX Together
Avaya’s IX Contact Center is an AI-enhanced solution designed to simplify communication in the contact centre with voice, email, mobile, and chat features. The IX offering is intended to strengthen customer engagement for businesses of all sizes. New features enabled through the integration with Google’s CCAI will include access to virtual agents, human-like bots which can take some of the stress of the standard agent’s shoulders.
Avaya’s IX Contact Center will capture the intent and actions of each interaction in real-time and decide on the best potential path for future customer engagement. Virtual agent capabilities can then be enabled through the integration of Google’s AI Dialogflow within the Avaya Experience Portal. Avaya’s integration with Google CCAI provides businesses with access to more immersive virtual agent experiences.
Avaya and Google are also offering customers access to Agent Assist, with AI algorithms from Avaya that can be applied directly to the Google Contact Center AI to suggest the next best action for the agent. What’s more, users will be able to unlock Conversational Topic Modeling, created by combining Avaya AI with Google Topic Modeling. This feature allows agents to access valuable insights into essential knowledge during a customer conversation.
Transforming the Intelligent Contact Centre
Together, Google and Avaya aim to offer customers increased efficiency, flexibility, and scalability when it comes to deploying intelligent solutions for contact centre strategies and communications. According to the SVP of Solutions of Technology at Avaya, Chris McGugan, Avaya is extending its current leadership position to improve customer experiences with more intelligent and personalised interactions. This next step strategy involves embedding deep learning solutions from Google within the Avaya conversation engine.
Together, Google and AI will offer businesses an easy way to integrate AI capabilities regardless of their chosen channel, promoting an exceptional and consistent experience for end-to-end communication. According to Principal Analyst and Consultant for KelCor Inc, E. Brent Kelly, intelligent virtual assistants can offer exceptional customer experience when they’re properly designed while reducing contact centre costs. Google’s CCAI is helping to democratise the use of conversational AI in the contact centre. Avaya’s IX Contact Center will enhance the functionality of Google’s latest offering to make communication environments smarter than ever.
