Avaya IX Contact Center Solutions Now Integrate with Google Cloud Contact Center AI

Avaya announces that key Google Cloud Contact Center (CC) AI capabilities are now integrated with Avaya IX Contact Center solutions and are now available globally.

“The combination of Avaya AI conversation services and Google Cloud CC AI are providing a better experience for clients by seamlessly blending automated and assisted experiences throughout a customer’s interaction with the contact center,” says the company.

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More info from Avaya on the Avaya IX Contact Center integration with Google:

• Virtual Agents – Human-like automated bots which seamlessly interact with customers, offloading the live agents’ utilization until the optimal time and then transferring all context gathered to the agent. Avaya captures the intent, actions and ultimate disposition of each interaction in real-time, to decide the best path in future customer engagement. Virtual agent capabilities are enabled through integration of Google CC AI Dialogflow with Avaya Experience Portal. While virtual bots are ubiquitous, they lack essential capabilities for effectively interacting with customers. Avaya integrated with Google CC AI has evolved virtual bots into virtual agents, with more human-like, intelligent responsiveness.
• Agent Assist – Avaya AI algorithms can be applied to Google Contact Center AI to determine the next best action by the agent, delivering the right information and enhancing the customer experience – while increasing agent satisfaction and contact center efficiency.
• Conversational Topic Modeling – Google Topic Modeling combined with Avaya AI enables agents to leverage real-time visibility of topics with each conversation turn. Through this valuable insight, recommended responses and best actions can be uniquely tailored to drive desired outcomes.

Avaya expects both Agent Assist and Conversational Topic Modeling to be available for global customers in the first half of 2020. Find more information here.

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