In the digital era, every interaction, whether direct or indirect, provides insights and represents an opportunity to deepen customer relationships.

The key is to leverage Artificial Intelligence (AI) and Machine Learning (ML) to generate insights, processing structured and unstructured data from CRM and ERP systems, Public Datasets, etc., and then use these insights and context to improve user experiences within self-service applications, smart routing, agent augmentation, interaction management and more.

Recent improvements in AI/ML is predicted to have a profound impact on every aspect of a business, including a major impact on Customer, Agent, and Employee experiences. Avaya is building on the Avaya Oceana and Avaya Breeze foundations to bring these capabilities to the contact centers of our customers through an ecosystem of partners.

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