AVAYA
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“ We deliver an automated digital framework , which I describe as a puzzle with different pieces inclusive of an innovative communications platform ”
— Jean Turgeon ,
Vice President and Chief Technologist
FACT
For the 2017 fiscal year , Avaya reported revenue of $ 3.272bn
Now systems can blend that intelligence with machine learning capabilities , consuming all of this data and contextual information , and makes sense of that in real time .”
Artificial intelligence could also help contact centers use real-time coaching capabilities , whereby a skilled and experienced employee ’ s historical data can be used to give immediate feedback to another worker .
“ If a customer is on a call and is unsatisfied we ’ re able to provide assistance to a contact center agent in real time based on our sophisticated speech analytics platform ,” describes Turgeon . “ This allows the ‘ machine ’ or a supervisor if escalated to be able to both give information to the agent , suggest other ideas on how to handle the situation , or even trigger an event to a supervisor to come and assist you .”
By combining its communication services with APIs , the opportunities for Avaya are endless . This is not only beneficial for the company ’ s bottom line but it could also help transform people ’ s lives .
Fraudulent calls and scams are a dark cloud for many customers and businesses alike but Turgeon believes Avaya is pushing the envelope with its latest innovations .
As part of the Avaya Mobile Experience , the company is working on Identity-as-a-Service ( IDaaS ) which will reduce the risk of
AUGUST 2018