Avaya Named Leader Position in Inaugural Report from Aragon Research for Conversational AI (CAI) in the Intelligent Contact Center (ICC) - Seite 2

According to Kennedy, while conversational AI technologies continue to advance, organizations should be apprised of the most updated capabilities available.

“The bar has been raised for customer experience in the contact center. Today’s consumers are routinely experiencing digital interactions with social media, ecommerce sites, virtual assistants, and other digital solutions that are seamless, intuitive, and easy to navigate, and they expect nothing less from their contact center interactions,” said Sr. Director of Research, Craig Kennedy. “With a focus on intelligence and AI across its entire portfolio of offerings, Avaya is meeting these expectations by facilitating conversational AI powered customer journeys within its contact center over text, voice, and visual channels on the Avaya Experience Platform.”

Avaya customer Mike Baker, VP of Enabling Technologies at C3i, a multi-channel customer engagement services provider, specializing in global, high-touch consumer, patient, and end-user management, said, “When we set out to find one solution technology partner, we really looked at it from the perspective of Avaya, the biggest contact center organization in the world. If we need help, in any country we can get Avaya support. That might not be the same, and it wasn't the same, for other vendors…At a time of rapid change, it’s our goal to be that resource our customers can rely on to meet the growing needs of their customers. It is critically important to us that we apply AI in a meaningful and intentional way, and Avaya allows us to do this…[A] use case that we used conversational intelligence for was around a major digital and print company. One of our customers was trying to gauge if people were impacted by COVID with job loss…And then further wanting to cancel a subscription, one of those subscriptions or possibly both. So, we would leverage the Avaya Conversational Intelligence listening if they were thinking of cancelling and then offer alternate solutions real time, because that's the benefit of Conversational Intelligence. It doesn't do anything if it's post-call, but since it's real time, we can make a difference.”

The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research’s evaluation of a specific market and its component vendors. Aragon Research examined 14 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions that enable comparative evaluation of the participants in a given market. “Leaders” are noted as having comprehensive strategies that align with industry direction and market demand, and perform effectively against those strategies.