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Avaya extends AI integration with Google Cloud

15 Apr 2019
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Avaya Holdings is furthering its integration with Google Cloud to fully leverage the AI and cloud capabilities of both companies, providing Avaya clients with new capabilities to enhance their customer experience and achieve desired business outcomes.

Avaya is embedding Google Cloud’s machine learning technology within Avaya conversation services powering the contact centre, enabling easy integration of digital AI capabilities for consistent and intelligent customer experience.

With the help of Google Cloud, Avaya provides increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions that improve the customer journey and increase workforce engagement with more personalised, intelligent and insightful interactions.

Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres with various Google Cloud Contact Centre AI technologies. In turn, Google Cloud joins a growing number of AI innovators in the Avaya A.I.Connect ecosystem.

Avaya has also adopted Kubernetes to empower Avaya solutions with microservices and containerisation, taking a true cloud foundation design approach in their solution offerings. 

This advances Avaya beyond basic hosting and virtualisation approaches used by many vendors and enables organisations to embrace a hybrid cloud deployment option for their communications infrastructure, delivering the benefits of cloud solutions while avoiding the one-size-fits-all limitation offered by other providers.

Through its collaboration with Google Cloud, Avaya is providing customers with increased flexibility, efficiency and scalability in deploying the contact centre and collaboration solutions that best meet their specific needs.

Additionally, Avaya has added Google Cloud Platform as a deployment option for its portfolio of communication and collaboration offerings, providing cost benefits through additional customer choice for cloud deployment.

These efforts complement several other Avaya and Google Cloud integrations, including:

Avaya OneCloud for contact centre and unified communications feature an identity engine and provisioning built natively in Google Cloud Platform and fully support single sign-on and native integration with G Suite.

Avaya IX Collaboration meetings-as-a-service is natively built on the Google Cloud Platform and is available globally.

Avaya OneCloud CPaaS is integrated with Google IoT Cloud and natively supports Google speech services, transcription, and storage for robust real-time messaging solutions across IoT-enabled devices and applications. This allows IoT solutions to deliver real-time event awareness over Avaya’s reliable communications framework

Avaya Vantage desktop smartphones are Google Mobile Services (GMS) certified and offer a unified “out of the box” experience with pre-loaded Google apps, as well as the ability to obtain additional third-party apps for specific business or personal needs.