FEATURE : AI committed to extending our technology leadership through investment in innovation and by expanding our extensive ecosystem that includes partners and developers that augment our communications and collaboration platform and enable Avaya to deliver increased value to our customers .”
Avaya was named a Leader in ‘ The Aragon Research Globe for Intelligent Contact Center 2020 ’ specifically recognizing the extensive AI capabilities , both native and through partnerships like its integration of Google Contact Center AI , for improving the customer experience and anticipating customer needs . Avaya has also announced an expansion of its AI-powered customer experience capabilities for Avaya OneCloud CCaaS customers , through an extended relationship with Amazon Web Services ( AWS ).
As an AWS Partner offering AWS Contact Center Intelligence ( CCI ) solutions , Avaya can enable customers to leverage AWS AI Services and Machine Learning capabilities to drive more rewarding customer and employee experiences across both voice and digital channels through natural , conversation-driven interactions powered by AI and Machine Learning . Google and AWS are key members of Avaya ’ s A . I . Connect program , an Avaya-led initiative that brings together an extensive ecosystem of vendors and developers taking an active part in building AI-driven solutions .
A . I . Connect is accelerating the adoption of AI solutions in CCaaS and UCaaS portfolios , to deliver better customer engagement , drive agent productivity and increase customer affinity . p
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