Avaya Deepens Integration With Google Cloud To Provide Powerful AI Enhancing Customer Experience
.png)
Avaya Holdings Corp, a global leader in solutions to enhance and simplify communications and collaboration, has this week announced further integration with Google Cloud Contact Center AI to provide better experiences for customers and a more efficient workforce, taking full advantage of the powerful artificial intelligence capabilities of both companies.
Recognized as a Leader in the Gartner Magic Quadrant for Contact Center, Avaya extends its leadership in leveraging AI to improve customer experience with more personalized, intelligent and insightful interactions. This includes embedding Google’s machine learning within Avaya conversation services powering the contact center, enabling easy integration of AI capabilities regardless of channel, promoting a consistent and intelligent experience for customers and delivering true omnichannel experiences with AI. Together, Avaya and Google Cloud are providing customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions that improve the customer journey. Avaya IX Contact Center is an AI-enhanced, omnichannel solution including voice, email, chat and mobile communications to make customer engagement a competitive advantage that drives growth and brand preference.
Avaya and Google are innovating in a number of key areas, including:
- Virtual Agents – Human-like automated Bots which seamlessly interact with customers, offloading the live agents’ utilization until the optimal time and then transferring all context gathered to the agent. Now customers can decide when and how to engage bots throughout the interaction. And the Avaya platform captures the intent, actions and ultimate disposition of each interaction in real-time. Through this rich data, Avaya AI can be applied to decide the next best action in future customer engagement.
- Agent Assist – Provides superior customer experience by continuously delivering contextually relevant knowledge base to agents based on real time conversational analysis–for BOTH voice and text-based interactions. Avaya AI algorithms can be applied to Google Contact Center AI to determine the next best action by the agent, delivering the right information and reducing customer friction – while increasing agent satisfaction and contact center efficiency.
- Conversational Topic Modeling – An unsupervised learning tool designed to uncover key topic areas that customers have been contacting the contact center about, and abstracting relevant information relating to how topics are articulated. Google Topic Modeling combined with Avaya AI enables agents to leverage real-time visibility of topics with each conversation turn. Through this valuable insight, recommended responses and best actions can be uniquely tailored to each part of the conversation to drive desired outcomes.
Avaya is enhancing the customer experience by strengthening these areas through integration of Google Cloud APIs with key elements of Avaya’s contact center infrastructure. Additionally, Avaya’s browser-based desktop is designed to easily connect with applications and Google Contact Center AI is seamlessly incorporated in the agent user experience.
“Partnering with Avaya helps us deliver on our goal to make the contact center experience easier and more efficient,” said Rajen Sheth, Director of Product Management at Google Cloud. “We’re excited to work with Avaya so enterprises can keep customers happy with faster call resolution, and we look forward to building on this partnership as technology and customer’s expectations evolve.”
Avaya and Google’s unique collaboration offers a differentiated contact center solution with a simpler, but more efficient and architecturally superior approach via native gRPC integration for voice. This will enable Avaya IX Contact Center customers to easily integrate AI providers like Google Cloud and infuse AI capabilities regardless of channel, for consistent omnichannel experiences. Avaya IX Contact Center solutions are capable of maintaining an awareness of all events, including the sentiment, suggestions and resolution, creating a data lake source for future machine learning processing that generates increasingly impactful results.
“We continue to expand our AI-enabled solutions as well as our cloud offerings for customers ranging from small-medium business to the largest global enterprises, and further collaboration with Google is providing additional capabilities to augment the innovation,” said Chris McGugan, Avaya Senior Vice President, Solutions & Technology. “By bringing these innovations to market for Avaya customers and partners, we enable them to make every customer interaction more meaningful and insightful, and more productive for their businesses.”
Avaya pioneered the integration of AI capabilities into contact center communications solutions, and has led development and investment in a number of key areas:
- Effortless Self-Service: With the power of AI, you can deliver great self-service experiences getting your customer the right information at the right time.
- Agent Assistance and Productivity: Empower agents with AI-driven guidance, that includes relevant content, suggested next-actions, and real-time coaching to stay ahead of the customer engagement.
- Smart Matching: Leverage advanced machine learning models to pair the best agent with each customer interaction.
- Smart Interactions: With powerful AI technologies, you can create smart, conversational interactions that yield improved business results.
- Empowered Agents: Agents are empowered by AI-driven guidance for content and suggested actions. Summarization tools help agents expedite after-call processes.
- Simplified Operations: Reduce complexity for customers and agents alike by using AI models to select a self-service experience, automate a process, or pair with the best possible agent
source avaya
Industry: Unified Communications News
Latest Jobs
-
- Senior Penetration Tester - UK - Ability to achieve security clearance.
- United Kingdom
- To attract the right person
-
Senior Penetration tester, who has the ability to achieve security clearance. (Visa sponsorships NOT available - sorry) UK based - remote first - occasional travel. Red teaming experience desirable. The successful person needs to have a history of engaging directly with customers (consultancy experience) technical delivery of penetration tests AND report writing. Limited travel - company operates a remote first approach. Must be living in the UK. Not one of the usual names in the pen testing industry. Looking for someone highly technical but looking to grow and develop their skills. Apply here or Reach out to me on chris.holt@dclsearch.com or 07884666351 All details kept discreet
-
- Cloud Architect- German Speaker
- Hungary
- Upto €48000 per year + bonus + benefits
-
As a Senior Pre-Sales Solutions Architect, you will play a pivotal role in driving our sales success by translating complex technical solutions into compelling proposals that resonate with our clients. You will collaborate closely with our sales teams to understand customer needs, design tailored solutions, and negotiate successful deals. Responsibilities: Solution Design: Develop comprehensive technical solutions that align with customer business objectives and industry best practices. Proposal Development: Create compelling proposals, including requirements gathering questionnaires, presentation materials, and Statements of Work (SOWs). Customer Engagement: Build strong relationships with clients, understanding their technical, business, and commercial requirements. Collaboration: Work closely with sales teams, delivery teams, and third-party partners to ensure successful project execution. Pricing Strategy: Define and deliver pricing strategies that align with customer needs and company objectives. Requirements: Experience in technical pre-sales or sales support roles. Proven track record in designing and delivering successful customer solutions. Strong technical foundation in areas such as VMware, Azure, AWS, cloud computing, and data center technologies. Excellent understanding of sales principles, account management, and negotiation techniques. Ability to explain complex technical concepts clearly and concisely. Experience working in international teams and supporting clients across multiple regions. Fluency in German and English is essential. Benefits: Competitive salary and benefits package Opportunity to work on challenging and rewarding projects Collaborative and supportive work environment Potential for career growth and advancement Please note that this role is focused on supporting German clients, but will also involve global client support as needed.
-
- Solution Architect - OUTSIDE IR35 - Contract- SC / DV - London
- London
- OUTSIDE IR35
-
Solution Architect For a London based Contract This is an Outside IR35 project. MUST have a minimum of an ACTIVE - SC clearance and be willing to be put through DV clearance. 6 month rolling Immediate Experience delivering technical Security Architecture design / assurance of security design. Cross domain experience desirable HLD / LLD London commutable Immediately interviewing.
-
- Microsoft Sentinel Architect
- Netherlands
- discussed on applications
-
Microsoft Sentinel Architect We're seeking a talented and experienced Microsoft Sentinel Architect to be responsible for the design, deploy of a new Sentinel solution into an expanding Services business. As a key member of our team, you'll play a vital role in driving security operations and protecting clients' assets. Responsibilities: Solution Design:Develop comprehensive Microsoft Sentinel architectures aligned with our clients' specific needs and industry best practices. Deployment and Configuration:Oversee the deployment and configuration of Sentinel components, including data connectors, analytics rules, and playbooks. Integration:Integrate Sentinel with other security tools and platforms within our MSSP ecosystem. Tuning and Optimization:Continuously monitor and optimize Sentinel performance to ensure maximum effectiveness and efficiency. Training and Mentoring:Mentor junior team members and provide training on Sentinel technologies and best practices. Required Skills and Experience: Proven experience as a Microsoft Sentinel Architect with a deep understanding of its capabilities and limitations. Strong technical skills in Azure, security operations, and data analytics. Experience designing and implementing complex security solutions, into a services environment Knowledge of threat intelligence, incident response, and compliance frameworks. Excellent communication and problem-solving skills.