New Delhi, November 5, 2020: Global leader in communications and collaboration – Avaya –is to offer key Google Cloud Contact Centre AI (CCAI) capabilitiesas a part of Avaya OneCloud Contact Centre as a Service (CCaaS) solutions for Indian customers.
The 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 CCaaS powers organizations’ customer experience centres by 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 organization. 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 will provide customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions.
Key features available now through the integration include:
Says Vishal Agrawal, Managing Director – India & SAARC, Avaya: “With this partnership, we are extending our leadership in leveraging AI to enhance customer experiences with more personalized, intelligent and insightful interactions. And we’re offering businesses an easy way to integrate AI capabilities into their customer journeys, regardless of touchpoint.”
Adds Karan Bajwa, Managing Director, Google Cloud India: “The pandemic has not only accelerated adoption of Cloud technologies for businesses to stay resilient, but it 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.”