Workforce Management Featured Article
Avaya IX Contact Center with Google Cloud Goes GA
With the limited release of Google (News - Alert) Cloud Contact Center earlier this year, a variety of contact center partner companies signed up to leverage Google’s advanced artificial intelligence (AI) technology to help automate the customer support process, better inform agents and optimize the customer experience they already provide. Google Cloud Contact Center is a collection of connected tools for contact center providers and operators to create contact center solutions.
The tools are built on Google’s machine learning technology, designed to help contact center providers and operators build robust virtual agents who can automate simple customer requests. The integration allows calls to be directed to the best live agents, support documents to be automatically retrieved, organization of a searchable repository of support documents, analysis of archived customer data from any interactions to identify themes and keywords that help diagnose customer concerns.
To date, Mitel, Avaya, Cisco, Genesys and RingCentral (News - Alert), among others, have tied their contact center solutions to Google Cloud Contact Center. At first launch, these solutions were available only to test customers. Last week, Avaya (News - Alert) announced that its Avaya IX Contact Center solutions with Google Cloud Contact Center enhancements are now available for global customers. According to Avaya, the most noteworthy feature of the integration is the availability of human-like automated bots that 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,” the company said. “Viirtual 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.”
The integration also offers Agent Assist, which helps choose and automate the right next steps for the customer interaction, and Google Topic Modeling, which combined with Avaya AI enables agents to leverage real-time visibility of topics with each conversation turn. With this insight, recommended responses and best actions can be uniquely tailored to drive the contact center’s desired outcomes.
To provide more information about how AI and automation are benefitting small business owners throughout a variety of vertical markets, TMC (News - Alert) is hosting its Future of Work Expo in Fort Lauderdale, Florida – along with ITEXPO, SD-WAN Expo and several other interrelated technology events at the TechSuperShow. The event, which is happening February 12-14, 2020, will explore how AI, machine learning technologies and automation are being used throughout a host of vertical markets and are rapidly shaping the future workplace.
Edited by Erik Linask
