Avaya showcases Cloud 3.0 capabilities in its contact center experience

Avaya showed off its modernized contact center experience in a series of demonstrations last week on how the company is utilizing Cloud 3.0 as well as conversational AI and machine learning into voice, video, chat and messaging without the need for companies to change platforms. Avaya is aiming to improve call center agents' productivity and the overall employee and customer experience by integrating multiple applications into a single modern composable desktop, as well as personalize the customer experience by enabling agents to view and interact with customers on their inquiries. In one use case, a company official showed how an Avaya virtual conversation bot listened to an imaginary patient's medical issue, displayed empathy and then routed them to the appropriate contact to schedule an appointment with a doctor. The goal is to solve customer business problems without having to change platforms and instead "drop a virtual agent in front of existing infrastructure,'' said Director and Chief Evangelist Steve Forcum. Forcum referenced an Avaya retail grocery chain customer that has over 1,000 stores, each with its own phone system from multiple vendors. "We stood up a virtual agent in front of those stores, and they reported a $3 million increase in productivity,'' he said.