AVAYA

— Jean Turgeon Vice President and Chief Technologist

100 to any issues immediately in real time .

“ By the same token , if someone is having a heart attack or there ’ s an incident such as a fire or a gas leak , time is of the essence . The real-time aspect of a next-generation digital platform that integrates real-time contextual information is extremely important , regardless of which use cases you look at .”

Building on its current platforms and exploring recent improvements in AI and machine learning , Avaya is working to bolster the AI ecosystem with its new initiative , A . I Connect .

Bringing technology vendors and strategic partners together , the forum aims to speed up the development and application of AI technologies in contact centers and unified communications for Avaya customers .

“ Through A . I Connect we have collaborated with companies such as Salesforce , who is a global leader in CRM , as well as other companies like Afiniti ,” adds Turgeon . “ Afiniti offers AI assisted pairing between the customer and the agent to make sure that the customer is redirected to the person that is most likely to help them .”

In the digital era , every interaction , whether direct or indirect , represents an opportunity to deepen customer relationships . By diving into ground-breaking innovations and offering seamless communication experiences , it seems Avaya is making sure that every opportunity counts .

“ From my viewpoint , some of the use cases of our technologies are helping businesses be more attractive and profitable , whilst others are tied to transforming cities , communities , and the type of services that they can offer to their community ,” notes Turgeon .

“ It ’ s about connecting the world in real time , with the right data , and I think this is the technology that we will continue to invest in .”

AUGUST 2018