Dubai, United Arab Emirates – 14th October 2024 – Avaya, a pioneer in enterprise customer experience (CX) solutions, debuted its innovative approach to AI-driven CX management at GITEX Global in Dubai. The global business unveiled its “Virtual Operations Manager” concept, which combines artificial and human intelligence to revolutionize contact center operations.
Developed as a part of the Avaya Experience Platform, it equips contact center managers with AI-enabled tools for more intelligent workforce orchestration. The innovative solution integrates contact center data, provides real-time insights, and automates decision-making to improve CX performance.
The “Virtual Operations Manager” concept aims to address challenges faced by enterprise-level contact centers, especially in customer experience applications.
The solution augments human decision-making with AI-generated insights, giving contact center leaders “the tools they need to supercharge business growth” to quote Omar Javaid, the Chief Product Officer at Avaya.
Moreover, the concept taps into the enormous amount of data generated in contact center operations to offer useful, real-time insights. The design supports both on-premise and cloud-based technologies, enabling smooth integration within complex app ecosystems, offering enterprise-grade security and robust scalability.
The concept exemplifies Avaya’s dedication to “Innovation without Disruption,” an approach to provide analytics, automation and AI integration to businesses without requiring a complete redesign of current infrastructure.
The CPO, Omar Javaid, explains,
“Our customers are seeking to balance innovation with business growth and ROI while avoiding a ‘rip and replace’ of their existing infrastructure. As a result, our approach of Innovation without Disruption is embodied in our roadmap, which is designed to deliver modern, customized capabilities through the Avaya Experience Platform.”
The event also witnessed Avaya revealing future roadmaps for its Avaya Experience Platform. These included enhancements to its AI Agent Assist features to shorten call handling times and automate call summaries, a unified on-prem and cloud tool to eliminate data silos, and a workflow orchestration tool based on its recent acquisition of Edify.
Avaya’s announcement of the Virtual Operations Manager reaffirmed its commitment to seamlessly integrating AI to transform traditional CX roles. The company further invited customers and business professionals to explore its solutions at the Dubai World Trade Centre between October 14th to 18th 2024, as part of the GITEX Global event.
Source: https://www.avaya.com/en/about-avaya/newsroom/pr-us-241014a/
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