New AI Workflow Capability for Avaya OneCloud CCaaS Infused with New Voice & Digital Engagement Features to Enhance Customer ...
April 29 2021 - 7:00AM
Business Wire
Connects voice, digital, and AI applications
including Google, Nuance, Amazon, IBM Watson and BYO into a single
user interface
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today introduced new
capabilities for Avaya OneCloud™ CCaaS that 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 empowers domain experts to quickly
integrate a wide range of AI-enabled insights and processes with
advanced OneCloud CCaaS voice and digital capabilities. Contact
center staff are now empowered to create more memorable customer
experiences.
AI-based customer service continues to grow rapidly, by
identifying, predicting and enabling better customer experiences
faster than traditional approaches. Gartner predicts that by 2023,
40 percent of enterprise applications will have embedded
conversational AI, up from less than 5 percent today. These new
AI-based benefits enable Avaya to deliver on the promise and
potential of OneCloud CCaaS voice-based automation, in
particular.
Key benefits of AI workflow:
- Realize the power of voice-based automation and intelligent
interactions using domain-led designs that are effortlessly
composed
- Compose and modify applications easily for hybrid cloud
deployments using a single visual user interface
- Leverage pluggable, pre-built, bring or create your own AI,
with multilingual Virtual Agent, Chatbot, and Agent Assist
capabilities and OOTB integrations including Google Dialogflow,
Microsoft LUIS, IBM Watson and Alexa Skills Kit
- Use built-in analytics and insights to better support decisions
on what customers want and need
- Take advantage of low code / no code feature for flexible,
agile integrations
- Leverage 20+ languages including English, German, Spanish,
Japanese, Chinese and more, while also supporting
language-independent machine learning models
According to Gartner Peer Insights, global organizations that
have implemented Avaya OneCloud CCaaS to improve customer
experience have touted its functionality and performance, as well
as the future vision for the solution. Users have called Avaya
OneCloud CCaaS a "hugely capable solution providing group-wide
benefits for a digital business," and a "simple and easy to use
cloud solution."
“Leveraging the power of AI, machine learning and a multi-cloud
platform, Avaya is helping customers move beyond the traditional
contact center to create composable customer experience centers
that drive revenue and build real brand advocacy,” said Anthony
Bartolo, Executive Vice President and Chief Product Officer, Avaya.
“Avaya’s AI-powered workflow capability enables users to easily
compose and customize applications, providing full integration with
data repositories ensuring 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 synchronize resources across the
entire organization and deliver the right knowledge at the right
time for the optimal outcomes.”
“Businesses are rapidly becoming composable organizations,” said
Zeus Kerravala, Founder and Principal Analyst, ZK Research.
“Digital transformation, COVID-19 and other trends have taught us a
valuable lesson and that is business agility is everything,
particularly in the area of contact center as customer experience
is now the top brand differentiator. The new AI workflow capability
for Avaya OneCloud CCaaS enables companies to realize the benefits
of AI in a number of different ways. The CCaaS solution has a
number of pre-built AI features but then customers can use the low
code / no code features to build custom capabilities.”
Additional Resources:
- Learn how to create an effortless experience for customers with
Avaya OneCloud CCaaS.
- Find out the Six Ways to Put Avaya OneCloud™ CCaaS to Work for
Your Business.
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com
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Source: Avaya Newsroom
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For Media Inquiries: Alex Alias alalias@avaya.com
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