Avaya and over.ai have announced the availability of an integration between the companies' business solutions that will optimize productivity in meetings, conference calls, and throughout an employees workday.
Customized for Avaya with the name 'Ava', over.ai's AI-based digital assistant will be integrated into Avaya's United Communications and Call Center solutions, providing organizations with a comprehensive tool for streamlining communications and optimizing workflows.
“In today’s hyper-competitive business environment, gaining and maintaining customer loyalty demands consistent, high-quality service levels across every touch point,” said Nidal Abou-Ltaif, President, Avaya International. “Similarly, to maximize productivity and engagement, employees require powerful tools that enable them to collaborate seamlessly, irrespective of their location, device, and communication channels. Avaya’s years of experience as a leading provider of UC and CC solutions enable us to understand these needs and deliver the next-generation of communication platforms that facilitate human-centric experiences.”
Artificially intelligent software is rapidly becoming more prevalent throughout the business world, as leaders and executives realize the potential benefits of the technology when harnessed appropriately. The trend towards automation and augmentation of human employees is serving companies well, allowing them to provide a truly customer-centric experience, consolidating communications, and effectively eliminating the information silo between the internal and external facing branches of a company.
“Many companies offer promises of increased efficiency and improved communication in the workplace — by integrating AI into a company’s digital strategy, this can actually be accomplished,” said Noam Fine, CEO, over.ai. “Our integrations with Avaya enable comprehensive business solutions that truly transform an organization into a connected, omni-channel, customer-centric organization.”
For companies with any type of product or service offering presented to a customer base, implementing a digital strategy into their business plans has become a critical step towards ensuring a positive customer experience. The rising number of communication channels and media types has significantly raised the speed of response and level of service consumers expect to receive, making creating a clear approach and the correct technological implementation a critical duty of any company executive or business leader.
over.ai’s Digital Assistant enterprise solution, which uses Natural Language Processing (NLP) and Natural Language Understanding (NLU) capabilities to power an AI-powered Virtual Assistant (AIVA), called Ava, will be embedded into the Avaya Equinox Experience, as well as Avaya hardware offerings such as Avaya Vantage. Avaya’s Equinox solution provides enterprises and employees with a comprehensive tool for streamlining communication and optimizing workflows. Capabilities of integrated products will include features such as office infrastructure control via a voice interface, allowing employees to customize their office and conference room environment to their preferences. Ava will also provide employees with essential updates, informing employees of important messages and appointments and drawing focus away from less urgent tasks.
Ava will also have the ability to assist an employee while on phone calls, giving them the option to schedule appointments, add people to the call, and take a wide variety of actions without interrupting the call. At the end of a call, the employee will receive an email with a high-level summary containing a recording, transcription, analysis, and all relevant significant information and actions taken during the call.
With more than 200,000 clients worldwide, Avaya is well established as a global leader in Contact Center and Unified Communications offerings, and has chosen to emphasize the transformation of business through the development of cloud services, AI, and other emerging technologies. To learn more about how the over.ai platform can be incorporated into any business environment, talk to us about getting a demo.