Avaya has made its OneCloud CCaaS and OneCloud CPaaS portfolios available with Avaya AI Virtual Agent Enhanced, the company reported on Wednesday. The company’s AI Virtual Agent will deliver human-like automation features that will work to improve customer experience and contact center efficiency.
The company’s new AI capability will leverage Google Cloud Dialogflow CX, and is part of Avaya’s ongoing integration of Google Cloud’s Contact Center AI (CCAI). The combination of Avaya AI innovation and Google Cloud CCAI will deliver enhanced experience for users by uniting automated and assisted experiences throughout a customer’s interaction with the contact center.
“Avaya and Google Cloud are delivering AI innovation that is making organizations more agile, more responsive and more capable of meeting the needs of today’s ‘everything customer’,” said Eric Rossman, Avaya VP of Technology Partners and Alliances.
Avaya Virtual Agent Enhanced will improve customer experience through more natural and context-driven interactions. The adoption of enhanced virtual agents, delivered by Avaya and Google Cloud, will also drive more effective customer interaction.
Avaya OneCloud CCaaS contact center solutions will support customer experience centers to better connect and support touch points across the customers’ missions, including voice, video, chat, messaging, and social. The company will leverage AI, insights, knowledge and resources to improve customer and employee experience.
Avaya OneCloud CPaaS will enable organizations to build the experiences and communications-enable apps by delivering workflow integration. The company will support these apps with integration to Google Cloud Dialogflow CX. Avaya OneCloud CPaaS will help build applications faster, supporting SMS, MMS, voice, messaging, and digital channels.
“Our strength in delivering AI continues to drive growth in our cloud solutions, and is making a real difference for our customers,” Rossman added.