Avaya Brings Google Cloud AI-Powered Avaya IX Contact Center to Australia

While we may think of artificial intelligence (AI) in customer support as robots relaying information over the phone to frustrated customers, the truth is that AI is being used in far more subtle ways in the call center today. Avaya’s partnership with Google (News - Alert) Cloud Contact Center AI was forged to allow customers to blend automated and assisted experiences into customers’ journeys. It’s a way, according to the companies to “add technical genius but keep the human touch.”

Essentially, AI can help customer experiences at the backend in a way that’s invisible to customers but improves the quality of the interaction, such as identifying the best resources for the human agent or moving the workflow along in a logical and timely way. Now, Avaya (News - Alert) is bringing its partnered solution Down Under.

Avaya recently announced that has launched its Google Cloud AI-powered contact center capabilities in Australia and New Zealand, allowing customers in those countries to deliver automated and assisted customer experiences using real time intelligence uncovered by the AI. Avaya IX Contact Center is an AI-enhanced, omnichannel solution including voice, email, chat and mobile communications to enhance customer engagement by optimizing the agent experience, which also optimizes the customer experience. Avaya IX Contact Center powered by Google Cloud AI also provides users with virtual agents, agent assist capabilities and conversational topic modeling. The goal is to provide consistent and intelligent experiences across all channels.

“Despite the appetite for advanced technologies, 59 percent of Australian enterprises feel their organization wants to adopt more AI but doesn’t know to do it, while 52 percent believe their organization cant effectively use AI in any part of their business,” said Avaya International AI solutions lead Joshua Dooney.

“By building Google’s AI engine into our core contact center platform, Australian organizations can modernize their internal processes and benefit from automation and analytics throughout every customer interaction,” according to the company.

Google Cloud technology partner lead A/NZ Tim Dawson said the partnership will provide contact centers with the tools they need to deliver better customer experiences.

“By infusing the contact center with AI and ML-driven capabilities, we can help identify and address customers’ needs more quickly and more accurately, ultimately delivering a stronger, more customer-focused contact center experience,” he said. 

Edited by Maurice Nagle