Page 4 - AvayaExtra Q1 2018

4 Telecom Reseller: Extra Report on Avaya
1st Quarter 2018
AVAYA GOVERNMENT SOLUTIONS AND COLLAB9 AGREE ...continued from page 3
relationship enables access to a variety of scalable enterprise-grade UC services capabilities, from a trusted government IT leader, all on a xed cost per user basis. Avaya Government Solutions, working with collab9, can meet the needs and mission objectives of any government agency.”
Avaya UCaaS solutions are supported 24x7x365 by U.S.-dedicated resources that include hardware, so ware and support services. Avaya Government Solutions is backed by Avaya, which provides mission critical communications infrastructure for more than 130,000 customers worldwide, including more than 90% of the Fortune 100, and millions of endpoints in use by leading U.S. government agencies.
For more information, please visit www.avaya. com and www.collab9.com. ●
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Avaya Announces A.I.Connect Initiative to Boost Ecosystem of Artificial Intelligence Technologies for Enterprise Communications
real-time customer sentiment to defuse or re- position situations that could lead to customer dissatisfaction. AI can also help them instantly organize vast amounts of available data input using predictive analytics to deliver optimal information in real time, where it can help achieve the most e ective outcome or impact an ongoing customer interaction.
rough the A.I.Connect ecosystem, Avaya and its partnering technology rms will collaborate on creating the broadest set of technology options of AI capabilities for the next-generation digital customer experience built on and integrated into Avaya OceanaTM and Avaya BreezeTM.
A.I.Connect will initially focus on ve key areas:
E ortless Self-Service, including adoption through conversational interfaces, and extending Bot-based interaction capabilities.
Smart Routing, using Big Data and interaction history, as well as customer sentiment and other analytical/statistical measures, to provide pinpoint customer routing strategies.
Agent Augmentation, to drive upsell/ retention opportunities through proactive guidance and Next-Best-Action suggestions consistently across voice, video, chat, email and messaging channels.
Interaction Insights, using trend spotting and sentiment analysis among other techniques to allow enterprises to elevate o erings and enhance business processes with improved best practices and voice-of-customer analytics.
A company-led initiative that brings
together vendors and options to deliver AI capabilities into the contact center and uni ed communication industry
SANTA CLARA, CA - Avaya has announced a new focus with leading technology partners centered on speeding the development
and application of arti cial intelligence technologies (AI) in contact centers and uni ed communications for Avaya customers.
e A.I.Connect initiative will focus
on enabling Avaya customers to deliver
more engaging experiences for their own
end customers, enhancing and integrating work ows with smarter, more personalized interactions through the use of AI and machine learning technologies.
AI o ers signi cant opportunities to address many of the complexities and issues faced by companies in delivering an optimal customer experience. For example, it can enable companies to capture and utilize
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Enhanced Workforce Optimization, automating and improving QA and discovery of best practice models with the assistance of AI, as well as improving resource scheduling by predicting volumes and absentee rates within the enterprise.
A.I.Connect launches with a number of partners and will grow as more are added
in upcoming months. A niti and Scoredata o er capabilities to analyze various data sets
— such as historical interactions, or data that
is typically external to an enterprises’ direct customer information, i.e. demographic information. ey also use behavioral cues to simultaneously provide dynamic routing, agent script management, and cross-sell to customers. Nuance and Cogito augment those behavioral aspects with core capabilities for voice biometrics, live speaking guidance, sentiment analysis, and more to provide a higher level of agent performance and coaching. Nuance and Sundown.ai expand self-service capabilities with increased automation augmented with AI capabilities.
Partners like EXP360 extend the customer experience with Virtual Reality (VR) capabilities, giving agents new techniques for describing, explaining, and addressing customer issues. Arrow System Integration (ArrowSI), which is experienced in the delivery of complex, AI-enabled solutions for Avaya environments, complements the technical solution capabilities of other A.I.Connect partners.
More information on A.I.Connect can be found at www.avaya.com/aiconnect. Technology rms interested in joining the A.I.Connect ecosystem can request consideration
through aiconnect@avaya.com.
“Digital technologies have opened a door to the future that demands the close collaboration of an ecosystem to ensure workable solutions with tight integration. ese A.I.Connect technology partners, as well as others to be announced in the coming weeks, will help ensure that investments in arti cial intelligence and machine learning produce better customer and user experiences with long-term value and minimal disruption.”
Eric Rossman, vice president, Alliances & Partnerships, Avaya
“We are excited to strengthen our relationship with Avaya by becoming an A.I.Connect
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“Drop by our booth #447 and say hi”
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