SalesTech Star

Avaya Honored for Exceptional Innovation in Customer Experience Solutions, Empowering Contact Centers with Advanced AI and Natural Language Processing Capabilities

Avaya Conversational Intelligence transforms Contact Centers to help organizations increase brand loyalty and increase customer satisfaction

Avaya Holdings Corp, a global leader in solutions to enhance and simplify communications and collaboration, announced that Avaya Conversational Intelligence, a powerful AI solution enabling next-generation contact centers to create happier customers, has been recognized as a 2020 CUSTOMER magazine Product of the Year Award winner.

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#TechNews: @Avaya Honored for Exceptional #Innovation in Customer Experience Solutions, Empowering Contact Centers with Advanced #AI & Natural Language Processing Capabilities #CCTR #ExperiencesThatMatter #CX

Avaya Conversational Intelligence helps enable organizations to deliver significantly improved customer experiences that can increase brand satisfaction and drive more positive engagements between agents and customers. Unlike traditional speech analytics applications that mine calls after they occur, Avaya Conversational Intelligence transcribes voice conversations into actionable outcomes in real time, when the information is most useful, to help deliver deeper, more personal and more positive customer engagement.

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Michael Baker from C3i Solutions, an HCL Technologies Company and Avaya customer, said, “At a time of rapid change, it’s our goal to be that resource our customers can rely on to meet the growing needs of their customers. It is critically important to us that we apply AI in a meaningful and intentional way, and the Avaya Conversational Intelligence solution allows us to do this. We have not only improved the overall customer experience, but also driven new efficiency gains across agents, supervisors and the QA teams in this new remote environment. The AI transcription, QA/Compliance and COVID use cases we were able to leverage has been a game-changer for us.”

Forrester expects that firms using AI effectively will see revenues increase by 5 to 10 percent.1 Additionally, by leveraging the power of Avaya Conversational Intelligence, organizations can dramatically increase agent performance in real time, reduce after-call agent work, initiate workflow actions, enhance regulatory compliance and summarize interaction details into actionable intelligence that can be used to improve operations and customer experience.

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