UC Roundup: COVID-19, Stay-at-Home Prompt Call Center Evolution

Written by Edward Gately
January 29, 2021

The old, traditional call center methods of the past gave way to innovation centers.

… business and digital transformation in the contact centers, Sachdev said.

“With U-Assist Assurance, Uniphore customers and partners will be able to augment automation in the contact centers leveraging RPA, thus improving the customer experience and driving better agent performance,” he said.

When a customer calls in to schedule a technician visit, they aren’t placed on hold. Instead, they receive the information immediately based on the call transcription, AI and RPA. This improves the customer experience. From an agent standpoint, they eliminate the need to log in to different systems and have information presented to them immediately.

Uniphore surveyed more than200 contact center professionals in the United States last month. Among them, 84% felt it would be valuable to have automatic tracking of promises made by the agent.

Avaya Unveils Latest Co-Innovation with Google Cloud

The Avaya OneCloud CCaaS and OneCloud CPaaS portfolios are now available with Avaya AI Virtual Agent Enhanced.

These new, human-like automation features improve customer experience and contact center efficiency. The expanded conversational AI capability leverages Google Cloud Dialogflow CX. In addition, it’s part of Avaya’s ongoing integration of Google Cloud’s Contact Center AI (CCAI).

With Agent Assist, Avaya‘s machine learning algorithms can be applied to Google Cloud CCAI to determine the next best action by the agent. It delivers the right information, step-by-step guidance and knowledge articles to enhance the customer experience.

Google Cloud Insights combined with Avaya AI use natural language processing to identify call drivers and sentiment. That helps contact center employees and supervisors learn about customer interactions to improve call outcomes. Recommended responses and best actions then drive desired outcomes.

With AI Virtual Agent Enhanced, human-like automated bots interact with customers, offloading the live agent until the optimal time. It then transfers all context gathered to the agent.

Eric Rossman is Avaya‘s vice president of technology partners and alliances.

Avaya’s Eric Rossman

“Avaya and Google Cloud are delivering AI innovation that is making organizations more agile, more responsive and more capable of meeting the needs of today’s everything customer,” he said. “Being first to integrate Google Dialogflow CX as part of Avaya Virtual Agent Enhanced is providing Avaya OneCloud CCaaS and OneCloud CPaaS customers with a unique advantage in tailoring and customizing each experience and redefining what the customer journey looks like.’

Delivering AI continues to drive growth in Avaya’s cloud solutions, and is making a real difference with customers, Rossman said.

“Contact centers are often businesses’ front line for delivering great customer experiences,” said Shantanu Misra, head of product for Dialogflow at Google Cloud. “Dialogflow CX brings new, advanced capabilities to virtual agents, helping contact center teams better prioritize customer needs and ultimately improving customer satisfaction.”