Avaya, a global leader in customer experience solutions, has unveiled its vision for AI-enhanced contact centre management at GITEX Global 2024 in Dubai. The company’s latest innovation, the ‘Virtual Operations Manager’ concept, was demonstrated to highlight how artificial intelligence (AI) and human collaboration could revolutionise customer experience (CX) in contact centres.
Built on the Avaya Experience Platform™, the Virtual Operations Manager aims to centralise contact centre data and operations, providing insights to boost performance. The AI-driven platform can advise contact centre leaders and take actions on their behalf, enabling more efficient and proactive management of customer interactions.
Omar Javaid, Avaya’s Chief Product Officer, explained the significance of the new technology. “As AI continues to evolve, the most powerful use cases are those that empower humans to achieve things previously thought impossible. Our Virtual Operations Manager concept demonstrates how AI can unify data across an organisation’s ecosystem, providing complex workforce orchestration and helping contact centre managers drive business growth.”
The Virtual Operations Manager concept is designed to augment the role of human operations managers, assisting them in navigating the vast amounts of data generated by contact centres. It offers insights and can execute actions automatically, helping to improve performance based on parameters configured within a low-code or no-code environment.
This innovation is tailored for large enterprises, integrating seamlessly with existing complex applications while adhering to strict security requirements. It also offers flexibility in scaling and upgrading using both on-premise and cloud-based technologies.
Avaya’s Innovation Roadmap
Avaya’s showcase at GITEX is part of its broader strategy to support large enterprises with innovative solutions that align with their growing needs. The company’s product roadmap continues to focus on enhancing the customer journey through AI, automation, and data analytics.
Javaid elaborated on Avaya’s commitment to innovation. “Our customers are looking to balance technological innovation with business growth, and they want to avoid ripping and replacing their current infrastructure. Our philosophy of ‘Innovation without Disruption’ ensures that we deliver modern, customised capabilities through the Avaya Experience Platform, tailored to each enterprise’s needs.”
Recent milestones in Avaya’s roadmap include enhancements to its AI Agent Assist feature, which reduces average handling time and automates after-call documentation, improving both customer satisfaction and agent efficiency. The platform also offers a unified view of customer interactions, combining on-premise and cloud-based communications to provide agents with a 360-degree view of each customer’s journey.
Another highlight is the Experience Orchestration Foundation, which integrates capabilities from Avaya’s acquisition of Edify. Initially focusing on voice and self-service, this feature allows enterprises with on-premise solutions to leverage cloud-based orchestration and automation tools. Additionally, Avaya’s Cloud Migration Tool simplifies the transition from on-premise systems to cloud environments, reducing costs and time spent on the process.
GITEX Global Presence
Avaya’s presence at GITEX Global 2024 showcases how AI is being integrated into all aspects of customer interactions, transforming traditional contact centres into dynamic experience centres. The solutions on display highlight how AI tools can unify customer interactions across all channels, streamline operations, and improve the overall customer journey.
Partnering with Sestek and Cognigy, along with other technology partners, Avaya is demonstrating its latest innovations at its stand in Zabeel Hall at the Dubai World Trade Centre from 14 to 18 October 2024. These advancements aim to solidify Avaya’s position as a leader in the evolving world of customer experience management.
