2024-10-15 02:40:00
GITEX GLOBAL –Avayaa global leader in enterprise CX, today demonstrated its vision for an AI-orchestrated customer experience future.
Showcased at GITEX Global in Dubai, Avaya’s “Virtual Operations Manager” concept highlights the art of the possible, demonstrating how cooperation between human and artificial intelligence can fundamentally change the way the customer experience is managed at the center level. contacts.
The visual model, created in Avaya Experience Platform™unifies contact center data and operations to provide centralized information and increase performance with a virtual contact center operations administrator advising and acting on behalf of contact center leaders.
“As the AI revolution continues to unfold, it is clear that the most compelling use cases are those that put the power of AI into human hands to achieve something that has never been possible. With Avaya Experience Platform as its core platform, this demo shows how AI can not only unify data across a connected business ecosystem, but use these analytics to perform complex workforce orchestration, giving contact center administrators the tools to they need to supercharge business growth,” said Omar Javaid, Chief Product Officer at Avaya.
The ‘Virtual Operations Administrator’ concept intelligently augments the role of the human operations administrator, which helps you make sense of the vast volumes of data being captured by contact centers’ range of CX-focused applications. It is then possible to offer, or even automatically take, actions to improve contact center performance, based on parameters that can be configured in a low-code/no-code environment.
Designed with large enterprise contact centers in mind, this visual model demonstrates seamless integration with complex applications, high levels of security compliance, and the ability to scale and upgrade using a combination of on-premises and cloud-based technologies.
Avaya CX innovation continues
Avaya has consistently innovated its portfolio of leading solutions, delivering on commitments to support large customers in addressing their expanding business requirements. Avaya’s product roadmap strategy focuses on the customer journey, which ensures the delivery of innovative solutions like AI, automation and analytics at a pace that fits a company’s specific needs.
“Our customers are seeking to balance innovation with business growth and ROI, avoiding a ‘rip and replace’ of their existing infrastructure. As a result, our focus on Innovation Without Disruption is embedded in our roadmap, designed to deliver modern, personalized capabilities through the Avaya Experience Platform,” said Javaid.
Recent Avaya Experience Platform roadmap milestones include:
- Enhancements to AI agent assistance: Reduces average agent handle time and post-call documentation work, which increases customer satisfaction and reduces interaction costs. Additionally, it performs real-time intent detection, offers personalized suggestions and automatically summarizes interactions, saving agent resources for valuable live interactions.
- Improvements to the unified customer journey: Provides a unique view for agents to see all customer interactions by combining digital and voice interactions on-premises and in the cloud. This helps agents gain more context and prevents customers from having to repeat information, thus preventing silos and disjointed experiences. With a 360° view of interactions, agents can provide a seamless customer experience, increasing operational efficiency and customer satisfaction.
- Basis for expert orchestration Provides a foundation for next-generation orchestration in AXP, driven by our recent acquisition of Edify. By initially targeting voice and self-service use cases, this integration will enable customers with on-premises deployments to begin leveraging the orchestration and automation capabilities of the cloud. This enables better use of interaction data to improve decision making, which leads to better customer and employee experiences.
- Cloud Migration Tool: Helps customers transition their Avaya Aura solutions to the cloud by automating the migration process from on-premises to the cloud. This reduces dependency on expensive services, saves time and enables customers to choose their cloud journey without disrupting existing business operations.
Avaya’s important presence at GITEX Global highlights a series of technology demonstrations seamlessly integrating AI into every facet of customer interaction, transforming traditional contact centers into dynamic experience centers. The solutions on display, powered by Avaya Experience Platform, help organizations unify customer interactions across channels, improve the usability of AI-based tools, streamline operations, and more easily orchestrate customer journeys.
Avaya’s presence at GITEX Global takes place in partnership with Sestek ea Cognigyas well as additional technology partners. Visit the Avaya at its booth in the Zabeel pavilionat the Dubai World Trade Center between October 14 and 18, 2024.
About Avaya
Companies are made up of the experiences they deliver, and every day, millions of these experiences are delivered by Avaya. Organizations trust Avaya to deliver innovative solutions to some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized and unforgettable customer experiences that fuel business momentum. With the freedom to choose your journey, there is no limit to the experiences Avaya customers can create. Find out more at https://www.avaya.com.
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Source: Avaya Newsroom
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Source: BUSINESS WIRE
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