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New Delhi, NFAPost: Avaya, a global leader in solutions to enhance and simplify communications and collaboration, announced that key Google Cloud Contact Center AI (CCAI) capabilities as a part of Avaya OneCloud CCaaS solutions are now available for Indian customers.

The powerful combination of Avaya AI conversation services and Google CCAI will provide a better experience for clients by seamlessly blending automated and assisted experiences throughout a customer’s interaction with the contact center.

Avaya OneCloud™ CCaaSis powering organisations’ customer experience centers by better providing customer and workforce engagement solutions to better connect and orchestrate all touchpoints across the customer journey–including voice, video, chat, messaging, and social–while leveraging the power of AI, insights, knowledge and resources from across the organisation.

Customer experience

This enables users to deliver not only the right customer experience but also the right employee experience for those supporting the customer journeys. Together, Avaya and Google Cloud are providing customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions.

Key features available now through the integration of Avaya OneCloud CCaaS and Google Cloud CCAI include:

  • 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. Avaya captures the intent, actions and ultimate disposition of each interaction in real-time, to decide the best path in future customer engagement. Virtual agent capabilities are enabled through integration of Google CCAI with Avaya Experience Portal. While virtual bots are ubiquitous, they lack essential capabilities for effectively interacting with customers. Avaya integrated with Google CCAI has evolved virtual bots into virtual agents, with more human-like, intelligent responsiveness.
  • Agent Assist – Avaya AI algorithms can be applied to Google CCAI to determine the next best action by the agent, delivering the right information and enhancing the customer experience – while increasing agent satisfaction and contact center efficiency.
  • Insights – Google Insights combined with Avaya AI Uses natural language processing to identify call drivers and sentiment that helps contact center emplopyees and supervisors learn about customer interactions to improve call outcomes. Through this valuable insight, recommended responses and best actions can be uniquely tailored to drive desired outcomes.

Speaking about the partnership, Avaya Managing Director – India & SAARC Vishal Agrawal said with this partnership, the company is extending its leadership in leveraging AI to enhance customer experiences with more personalised, intelligent and insightful interactions.

“And we’re offering businesses an easy way to integrate AI capabilities into their customer journeys, regardless of touchpoint,” said Avaya Managing Director – India & SAARC Vishal Agrawal.

Accelerated adoption

Expressing happiness over the development, Google Cloud India Managing Director Karan Bajwa said the pandemic has accelerated adoption of Cloud technologies for businesses to stay resilient.

“Pandemic has also pushed collaboration and communication brands to look at innovative ways to harmoniously blend virtual and human agents to increase customer satisfaction and optimize operational efficiency,” said Google Cloud India Managing Director Karan Bajwa.

Businesses are built on the experiences they provide, and everyday millions of those experiences are built by Avaya Holdings Corp. (NYSE: AVYA). For over one hundred years, the company enabled organisations around the globe to win – by creating intelligent communications experiences for customers and employees.

Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, Avaya is committed to innovation, partnership, and a relentless focus on what’s next.

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