itb-nz logo
Story image

Avaya brings Google Cloud AI capabilities to A/NZ contact centres

Avaya has launched Google Cloud AI-powered contact centre capabilities in Australia, enabling Australian and New Zealand organisations to deliver automated and assisted customer experiences (CX) for real time intelligence.

Avaya IX Contact Center is an AI-enhanced, omnichannel solution including voice, email, chat and mobile communications to enhance customer engagement by optimising the agent experience, the company states.

The integration of Google Cloud’s machine learning technology with the Avaya IX Contact Centre platform better enables the adoption of AI, but with Virtual Agents, Agent Assist and Conversational Topic Modeling, and enables consistent and intelligent experiences across all channels.

Avaya International AI solutions lead Joshua Dooney says, “Despite the appetite for advanced technologies, 59% of Australian enterprises feel their organisation wants to adopt more AI but doesn’t know to do it, while 52% believe their organisation cant effectively use AI in any part of their business.”

By building Google’s AI engine into our core contact centre platform, Australian organisations can modernise their internal processes and benefit from automation and analytics throughout every customer interaction, Avaya states.

CX starts and stops with the agent, and with intelligent tools, agents will be equipped with accurate, relevant information, resulting in reduced waiting and resolution times, the company says.

Google Cloud technology partner lead A/NZ Tim Dawson says, “By infusing the contact centre with AI and ML-driven capabilities, we can help identify and address customers needs more quickly and more accurately, ultimately delivering a stronger, more customer-focused contact centre experience.

“We’re excited to partner with Avaya to deliver such experiences to customers in Australia and New Zealand.”

Australian organisations now have access to:

Virtual Agents: automated bots which offer human-like interactions for customers, which introduce agents to the call at the optimal time, and then transfer all context gathered to the agent.

The platform also captures the intent, actions and ultimate disposition of each interaction in real-time. Through this data, Avaya AI can be applied to decide the next best action in future customer engagement.

Agent Assist: 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 centre efficiency.

Conversational Topic Modeling: an unsupervised learning tool designed to uncover key topic areas that customers have been contacting the contact centre 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 insight, recommended responses and best actions can be tailored to each part of the conversation to drive desired outcomes.

Avaya is further strengthening these capabilities through integration of Google Cloud APIs with key elements of Avayas contact centre infrastructure, the company states.

Additionally, Avaya’s browser-based desktop is designed to connect with applications and Google Contact Center AI is seamlessly incorporated in the agent user experience.

Story image
Accenture invests US$3 billion into cloud migration initiative
Accenture Cloud First is a new multi-service group of 70,000 cloud professionals that brings together Accenture’s industry, technology capabilities and ecosystem partnerships.More
Story image
From 1G to 5G: How innovations in cellular have shaped our lives
As we look to the present decade from 2020 onwards, 5G will be at the forefront. The race for 5G is not about merely deploying new infrastructure, but getting the first-mover advantage in who can build and take the leadership role in the host of new applications and services that 5G will enable.More
Link image
Webinar: How to stay agile in the face of changing cloud needs for customers
Join the discussion about how to migrate to cloud, adopt AI and bolster CX - and leave with the know-how to advance your business in 2020 and beyond.More
Story image
UNESCO completes major progress on establishing foundation of ethics for AI
"We need a robust base of ethical principles to ensure artificial intelligence serves the common good. We have made this process be as inclusive as possible since the stakes involved as universal, she explained.” More
Link image
End-to-end content services platforms essential to every good DX strategy
Cloud content services and SaaS applications continue to be top-of-mind for business and IT leaders looking to strategically evolve and expand their technology investments.More
Link image
Performance monitoring & how it drives low-cost efficiency
Business users explains how performance monitoring helped him reduce cloud costs by 50%, among other business benefits.More