Avaya today announced that its Avaya OneCloud CCaaS and OneCloud CPaaS portfolios are now available with Avaya AI Virtual Agent Enhanced. The new human-like automation feature will significantly improve customer experience and contact centre efficiency.
This expanded conversational AI capability leverages Google Cloud Dialogflow CX, and is part of the global leader in solutions to enhance and simplify communications and collaboration’s ongoing integration of Google Cloud’s Contact Centre AI (CCAI). The highly powerful combination of Avaya AI innovation and Google Cloud CCAI are providing a better experience for users by seamlessly blending automated and assisted experiences throughout a customer’s interaction with the contact centre.
Dan Miller, Lead Analyst at Opus Research, said: “Through partnerships with Google and others, Avaya’s OneCloud approach makes it possible for its enterprise customers to choose the flavour of Conversational AI that best fulfils use case-driven demand for machine learning, natural language processing and analytics.
“They can afford to employ Intelligent Virtual Agents informed by innovation that Google Cloud has committed significant resources to develop.”
Two leading US-based telecommunications services providers are implementing Avaya Virtual Agent Enhanced to improve the experience their customers enjoy through more natural, nuanced and context-driven interactions. While virtual bots are ubiquitous, they had previously lacked essential capabilities for effectively interacting with customers, and the adoption of enhanced virtual agent features delivered by Avaya and Google Cloud is changing the game.
Eric Rossman, Avaya VP of Technology Partners and Alliances, added: “Avaya and Google Cloud are delivering AI innovation that is making organizations more agile, more responsive and more capable of meeting the needs of today’s ‘everything customer.
“Being first to integrate Google Dialogflow CX as part of Avaya Virtual Agent Enhanced is providing Avaya OneCloud CCaaS and OneCloud CPaaS customers with a unique advantage in tailoring and customising each experience and redefining what the customer journey looks like. Our strength in delivering AI continues to drive growth in our cloud solutions, and is making a real difference for our customers.”
Avaya OneCloud CCaaS contact centre solutions are powering organisations’ customer experience centres to better connect and orchestrate all touchpoints across the customer journey. This includes voice, video, chat, messaging, and social and all while leveraging the power of AI, insights, knowledge and resources from across the organisation.
