Avaya Introduces New OneCloud CCaaS Capabilities

Avaya’s AI-powered workflow capability enables users to easily compose and customise applications

Avaya Introduces New OneCloud CCaaS Capabilities

Avaya, a global leader in solutions to enhance and simplify communications and collaboration, today introduces new capabilities for OneCloud CCaaS. The new capabilities will deliver better outcomes for customers by connecting voice, digital and AI applications using a single visual design environment.

The graphical low code/no code conversation composer supports domain experts to quickly merge a wide range of AI-enabled insights and processes with advanced OneCloud CCaaS voice and digital capabilities. Contact centre staff are now more relaxed when it comes to creating more memorable customer experiences.

Key benefits of AI workflow are realising the power of voice-based automation and intelligent interactions, as well as composing and modifying applications easily for hybrid cloud deployment with a single visual user interface.

AI workflow leverages pluggable, pre-built, bring or create your own AI, with multilingual Virtual Agent, Chatbot and Agent Assist capabilities. It also integrates with Google Dialogflow, Microsoft LUIS, IBM Watson and Alexa Skills Kit. It supports more than 2o languages including English, German, Spanish, Japanese, Chinese and more, as well as language-independent machine learning models.

As per Gartner Peer Insights, global organisations that have implemented Avaya Onecloud CCaaS to improve CX have endorsed its functionality, performance and future vision for the solutions. Users describe Avaya OneCloud CCaaS as a “hugely capable solution providing group-wide benefits for digital business” with emphasis on its simplicity and ease of use.

Anthony Bartolo, Executive Vice President and Chief Product Officer at Avaya, said:

“Leveraging the power of AI, machine learning and a multi-cloud platform, Avaya is helping customers move beyond the traditional contact centre to create composable customer experience centres that drive revenue and build real brand advocacy,”

“Avaya’s AI-powered workflow capability enables users to easily compose and customise applications, providing full integration with data repositories ensuring the continual improvement of underlying machine learning algorithms within Avaya’s multi-cloud ecosystem across the Avaya OneCloud portfolio. We’re making it easier than ever for OneCloud CCaaS users to synchronise resources across the entire organisation and deliver the right knowledge at the right time for the optimal outcomes.”


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