On the 23rd of January, Avaya announced it has been named as a Leader in the inaugural report: The Aragon Research Globe for Conversational AI in the Intelligent Contact Center (ICC) 2023 by Aragon Research, Inc. According to the report, authored by Craig Kennedy, Sr. Director of Research at Aragon Research, the Avaya solution offers a “fully integrated technology stack including Unified Communication (UC), Contact Center (CC), and Workstream Collaboration (WSC), all extensible through Avaya Communications APIs and application library.” The report also indicates Avaya’s conversational AI solution is designed as “omni-channel, supporting text, voice, and visual interfaces.” Avaya’s workflow automation is an available solution for conversational AI. Its capabilities enable the creation of new virtual agents that can integrate Google, Nuance, and other conversational AI offerings into custom or pre-built solution virtual agents. The conversational AI capabilities enabled by the Avaya Experience Platform differ from others by offering:
- Real-time voice-to-text transcription, biometrics, sentiment analysis, and guidance
- Low-latency live transcription
- End-to-end solution (no APIs required)
- Agent assist
- Extensive partner network and ecosystem
- Software consumption across private, public, and hybrid clouds