New AI Workflow Capability for Avaya OneCloud CCaaS Infused with New Voice and Digital Engagement Features to Enhance Customer Experience

Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today introduced new capabilities for Avaya OneCloud™ CCaaS that deliver better outcomes for customers by connecting voice, digital and AI applications using a single visual design environment. The graphical low code/no code conversation composer empowers domain experts to quickly integrate a wide range of AI-enabled insights and processes with advanced OneCloud CCaaS voice and digital capabilities. Contact center staff are now empowered to create more memorable customer experiences.

AI-based customer service continues to grow rapidly, by identifying, predicting and enabling better customer experiences faster than traditional approaches. Gartner predicts that by 2023, 40 percent of enterprise applications will have embedded conversational AI, up from less than 5 percent today. These new AI-based benefits enable Avaya to deliver on the promise and potential of OneCloud CCaaS voice-based automation, in particular.

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