Avaya (NYSE:AVYA) today announced that transcosmos inc., a Japan-based business process outsourcing giant with a presence in 30 countries and regions, is now able to deliver effortless customer experiences on behalf of its clients after implementing the Avaya OneCloudTM CCaaS platform with conversational AI.
This Avaya OneCloud™ CCaaS solution, with Google Cloud™ Contact Center AI, is the first of its kind to be implemented in Japan, and delivers new levels of self-service that both improve the customer experience and increase agent productivity.
Pilot projects using the AI-infused platform are already underway with several transcosmos clients, with the company expecting a significant expansion of the service in the coming year.
The clients already leveraging the platform are taking advantage of advanced virtual agents, which deliver intuitive and natural conversational interactions, with no agent intervention required, across any touchpoint. These self-service options will help transcosmos’s contact centers to improve response times and reduce call volumes.