Avaya has been awarded it’s 600th contact centre innovation patent by the US Patent Office, for its latest AI technology advancement within the Avaya OneCloud CCaaS portfolio.
The global leader in solutions to enhance and simplify communications and collaboration is delivering the future of customer experience with its Avaya OneCloud CCaaS portfolio, powered by AI, automation and machine learning.
With customer interactions now being predominantly mobile, online, across multiple devices and modalities, contact centres are the primary point of engagement for organisations to connect, collaborate and foster customer relationships.
Avaya’s 600th contact centre patent was granted for ‘chatbot socialisation’ technology, which uses artificial intelligence to efficiently build virtual agents capable of interacting across voice, text and chat channels to respond to customer inquiries and requests.
With these AI capabilities infused into Avaya OneCloud CCaaS, organisations can provide more seamless, predictive and personalised customer and employee experiences through faster access to relevant information and programming virtual agents to pair with other interactive agents during client communications. These techniques enable continuous expansion and improvement of the knowledge-base and effectiveness of AI systems and tools within the contact centre.
Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya, said: “With over 4,400 patents across its CCaaS, UCaaS and CPaaS portfolios, Avaya has a remarkable history of invention, innovation and breakthrough advancements in delivering customer and employee experiences that organisations around the world can build their businesses on.
“We are committed to extending our technology leadership through investment in innovation, and by expanding our extensive ecosystem that includes partners and developers that augment our communications and collaboration platform and enable Avaya to deliver increased value to our customers.”
AWS Partnership
Avaya was named a Leader in ‘The Aragon Research Globe™ for Intelligent Contact Center 2020’ specifically recognising the extensive AI capabilities, both native and through partnerships like its integration of Google Contact Centre AI, for improving the customer experience and anticipating customer needs.
The company recently announced an expansion of its artificial intelligence (AI)-powered customer experience capabilities for Avaya OneCloud CCaaS customers, through an extended relationship with Amazon Web Services (AWS). As an AWS Partner offering AWS Contact Centre Intelligence (CCI) solutions, Avaya can enable customers to leverage AWS AI Services and Machine Learning (ML) capabilities to drive more rewarding customer and employee experiences across both voice and digital channels through natural, conversation-driven interactions powered by AI and ML.
Google and AWS are key members of Avaya’s A.I.Connect programme, an Avaya-led initiative that brings together an extensive ecosystem of vendors and developers taking an active part in building AI-driven solutions. A.I.Connect is accelerating the adoption of AI solutions in CCaaS and UCaaS portfolios, to deliver better customer engagement, drive agent productivity, and increase customer affinity.
