Avaya Virtual Agent Now Available as a Ready to Deploy, Configurable Service
26 April 2022 - 02:00PM
Business Wire
Avaya OneCloud™ Experience Platform Enables Businesses to
Elevate their Customer Experience in Just a Few Minutes
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced an
enhancement to Avaya OneCloud™ to dramatically reduce the
complexity associated with virtualizing customer interactions.
Avaya Virtual Agent is a ready-to-deploy, configurable service that
delivers the full benefits of virtual, AI-based communication
experiences to businesses – immediately elevating their customer
experience.
Recent Avaya research with Ipsos indicates that based on their
last interaction with a virtual agent, only 1 in 3 customers would
recommend that business to others. This is because only 50 percent
of them had their issue or concern resolved. This lack of success
is due in part to the historical complexity of developing and
delivering effective virtual agent solutions.
Avaya Virtual Agent removes this complexity, enabling
organizations to quickly deploy Avaya-designed, pre-built,
cloud-based self-service agents instead of building them from
scratch. It leverages the Avaya OneCloud™ Experience Platform,
which reimagines communications composability, providing customers
with the option of constructing their own workflows or subscribing
to pre-built experiences. This also enables businesses to
participate in the Experience Economy by elevating their customer
interactions beyond just making them more efficient to also making
them more engaging to capture increased customer time and
attention. The Avaya Experience Builders™ community can assist
businesses with getting started or with addressing more advanced
deployment requirements.
“Experience is everything today, and companies need to provide
an entirely new level of responsiveness that adapts to the changing
needs of customers and employees, even in the moment,” said Simon
Harrison, Senior Vice President and Chief Marketing Officer at
Avaya. “Avaya Virtual Agent makes it easier for organizations to
rapidly compose the interactions that businesses need to ensure
more engaging and memorable experiences.”
"With its new Virtual Agent, Avaya is delivering a critical
component to partner solutions,” said Sebastian Anthony Corriere
KMP, NPS, Founder & Chief Contact Center and Customer
Experience Strategist at VesuvITas. “Every business and industry is
rethinking customer and employee experiences, and the Virtual Agent
helps the channel community and partners like VesuvITas build the
unique experiences each business wants to create for its customers.
Leveraging the latest in AI technology, the Avaya Virtual Agent
powers contact centers and customer engagements with
next-generation solutions that are fast and easy to design and
deliver.”
“The kinds of things this service can do in minutes is more than
a typical company could develop and enable in weeks," said Karen
Hardy, VP Product Management, Avaya. “Avaya Virtual Agent manages
all the voice, telephony and speech recognition and orchestrates
all the essential processes to make it easy to create natural
voice, SMS or AI experiences. What this means for businesses and
the development community is that in addition to immediately
reducing call volumes to live agents, decreasing average call wait
times, and increasing agent productivity and efficiency, they can
elevate the customer experience to make their brands more
engaging.”
Top Capabilities and Benefits of Avaya Virtual Agent
- Easy-to-configure use-case templates accelerate
business-specific self-service design and deployment without
coding.
- Single, easy-to-navigate user interface eliminates the need for
scarce development resources and training.
- AI capabilities can be easily added/incorporated, enabling more
human-like conversations.
- Support for 20 languages.
Additional Resources
- Learn more about Avaya Virtual Agent by speaking with an
expert.
- Read our blog, The Business Case for Virtual Agents, and How to
Deploy a Custom Solution Quickly
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
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"might," “our vision,” "plan," "potential," "preliminary,"
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other variations thereof or comparable terminology. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. The
Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material
factors that are important to you. In addition, in light of these
risks and uncertainties, the matters referred to in the
forward-looking statements contained in this press release may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
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Source: Avaya Newsroom
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Alex Alias alalias@avaya.com
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