Avaya extends AI and cloud integration with Google Cloud

Avaya one of early access program partners working on various Google Cloud Contact Centre AI technologies

Adding Google Cloud integration gives partners and customers a wider range of choices on how they deploy Avaya technology, said Helmy.
Adding Google Cloud integration gives partners and customers a wider range of choices on how they deploy Avaya technology, said Helmy.

Avaya is embedding Google Cloud’s machine learning technology within Avaya conversation services powering the contact centre, enabling easy integration of digital AI capabilities to improve customer experience.

Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres with various Google Cloud Contact Centre AI technologies. In turn, Google Cloud joins a growing number of AI innovators in the Avaya A.I.Connect ecosystem.

“By extending our integration with Google Cloud, we are bringing the industry’s leading machine-learning capabilities, based on Google DialogFlow, to our chatbots,” said Ahmed Helmy, CTO at Avaya International.

“We’ve already offered AWS as a deployment model, and now we can deploy through Google Cloud. This gives our partners and customers a wide range of choices on how they deploy Avaya technology; they can now do so on their preferred cloud vendor infrastructure. Indeed, even if a customer runs on another cloud infrastructure, we can support them – thanks to the fact that we’ve adopted Kubernetes as an orchestration tool for containerisation. This is the most common container, and it gives our customers and partners more flexibility to scale and extend their deployments,” Helmy added.

Avaya has also adopted Kubernetes to add microservices and containerisation to Avaya services, adopting a true cloud foundation design approach in its offerings.  This means Avaya offerings go beyond basic hosting and virtualisation, and enables organisations to embrace a hybrid cloud deployment option for their communications infrastructure.

Through its collaboration with Google Cloud, Avaya seeks to provide customers with increased flexibility, efficiency and scalability in deploying the contact centre and collaboration solutions that best meet their specific needs.

Additionally, Avaya has added Google Cloud Platform as a deployment option for its portfolio of communication and collaboration offerings, providing cost benefits through additional customer choice for cloud deployment.

These efforts complement a number of other Avaya and Google Cloud integrations, including:

- Avaya OneCloud for contact centre and unified communications feature an identity engine and provisioning built natively in Google Cloud Platform, and supports single sign-on and native integration with G Suite.

- Avaya IX Collaboration meetings-as-a-service is natively built on Google Cloud Platform and is available globally.

- Avaya OneCloud CPaaS is integrated with Google IoT Cloud and natively supports Google speech services, transcription, and storage for robust real-time messaging solutions across IoT-enabled devices and applications. This allows IoT solutions to deliver real-time event awareness over Avaya’s reliable communications framework

- Avaya Vantage desktop smartphones are Google Mobile Services (GMS) certified, and offer a unified “out of the box” experience with pre-loaded Google apps, as well as the ability to obtain additional third-party apps for specific business or personal needs.

“Avaya’s expanding partnership with Google Cloud promises exciting developments across multiple facets of Avaya’s portfolio. From a contact centre perspective, new AI-driven intelligent conversation experiences will soon be available to customers who chose to remain on premises solutions, those that are transitioning to a hybrid cloud environment and those that choose to fully embrace the cloud,” said Sheila McGee-Smith, president & principal analyst, McGee-Smith Analytics.

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