Avaya OneCloud CCaaS solution gets Google CCAI boost

Avaya has announced the availability of key Google Cloud Contact Center AI (CCAI) capabilities as a part of its OneCloud CCaaS solutions for customers in India.

The powerful combination of Avaya AI conversation services and Google CCAI will provide a better experience for clients by seamlessly blending automated and assisted experiences throughout a customer’s interaction with the contact center, a company press release said.

Speaking about the partnership, Vishal Agrawal, Managing Director – India & SAARC, Avaya, said, “With this partnership, we are extending our leadership in leveraging AI to enhance customer experiences with more personalized, intelligent, and insightful interactions. And we’re offering businesses an easy way to integrate AI capabilities into their customer journeys, regardless of touchpoint.”

Added Karan Bajwa, Managing Director, Google Cloud India: “The pandemic has not only accelerated adoption of Cloud technologies for businesses to stay resilient, but it has also pushed collaboration and communication brands to look at innovative ways to harmoniously blend virtual and human agents to increase customer satisfaction and optimize operational efficiency.”

Avaya OneCloud CCaaS is powering organisations’ customer experience centers by better providing customer and workforce engagement solutions to better connect and orchestrate all touch-points across the customer journey – including voice, video, chat, messaging, and social – while leveraging the power of AI, insights, knowledge, and resources from across the organisations.

This enables users to deliver not only the right customer experience but also the right employee experience for those supporting the customer journeys,” the company release stated, adding that together, Avaya and Google Cloud neys,” the company release stated, adding that together, Avaya and Google Cloud can provide customers with increased flexibility, efficiency and scalability in deploying powerful and simple communication and collaboration solutions.