Avaya is further integrating with Google Cloud Contact Centre artificial intelligence (AI) to allow users to access the artificial intelligence capabilities of both companies.
This includes embedding Google’s machine learning within Avaya conversation services for the contact centre, enabling integration of AI capabilities regardless of channel.
Avaya and Google are innovating in a number of key areas, including:
Avaya is enhancing the customer experience by strengthening these areas through the integration of Google Cloud APIs with key elements of Avaya’s contact centre infrastructure.
Additionally, Avaya’s browser-based desktop is designed to easily connect with applications and Google Contact Centre AI is seamlessly incorporated in the agent user experience.
“Partnering with Avaya helps us deliver on our goal to make the contact centre experience easier and more efficient,” says Google Cloud product management director Rajen Sheth.
“We’re excited to work with Avaya so enterprises can keep customers happy with faster call resolution, and we look forward to building on this partnership as technology and customer’s expectations evolve.”
Avaya and Google’s collaboration offers a differentiated contact centre solution with a native gRPC integration for voice.
This will enable Avaya IX Contact Centre customers to integrate AI providers like Google Cloud and infuse AI capabilities regardless of channel, for consistent omnichannel experiences.
Avaya IX Contact Centre solutions are capable of maintaining an awareness of all events, including the sentiment, suggestions and resolution, creating a data lake source for future machine learning processing that generates increasingly impactful results.
“We continue to expand our AI-enabled solutions as well as our cloud offerings for customers ranging from small-medium business to the largest global enterprises, and further collaboration with Google is providing additional capabilities to augment the innovation,” says Avaya solutions and technology senior vice Chris McGugan.
“By bringing these innovations to market for Avaya customers and partners, we enable them to make every customer interaction more meaningful and insightful, and more productive for their businesses.”
Avaya pioneered the integration of AI capabilities into contact centre communications solutions, and has led development and investment in a number of key areas: