Opinion: Three ways to supercharge your contact centre with AI

Ahmad Dorra, sales leader, META Avaya International, outlines the benefits of Avaya’s AI-enabled IX Contact Centre platform

Nearly a third of businesses are struggling to separate AI fact from fiction Dorra observed.
Nearly a third of businesses are struggling to separate AI fact from fiction Dorra observed.

As we enter the final quarter of 2019, it’s worth taking a moment to consider where organisations really stand in their implementation of Artificial Intelligence (AI).

After all, 93% of respondents to our recent survey expected it to be one of the most important technologies for 2019. Yet, while the large majority (80%) of businesses agree that failing to get onboard with AI will cost them for the next decade, we still see nearly a third struggling to separate AI fact from fiction.

That’s where Avaya is stepping in to help. Why? Well, we are the worldwide leader in CX, and we enable AI to be delivered across various touchpoints to provide a superior CX. And because we’re a customer-centric organisation, we’ve been engaging with leading businesses across the globe to make their vision for AI-powered CX a reality. What resulted from these collaborations has the potential to benefit a large number of our contact centre customers. That’s why we’ve expanded each innovation into a fully-realised feature for our Avaya IX Contact Centre platform.

In a nutshell, here are the incredible business benefits that each of these new features, that we’re debuting at GITEX, delivers:

- Avaya IX Dashboard: Designed for middle and senior CX managers, IX Dashboard gives them the real-time analytics and the insight they need to drive better, faster decision making and experiences across the enterprise.

- Agent Scripting: Addresses inconsistencies in agent skill sets with a clear rules-based script that adapts in real-time as conversations progress.

- Avaya IX TeamSpace: Makes back-office subject matter experts easily accessible to customers and front-line agents and provides them real-time context of the customer journey.

Most AI chatter tends to focus on what’s ‘exciting’ and ‘revolutionary’. But at Avaya, we firmly believe that the use cases that really matter are those that enable businesses to run smarter and more efficiently, and that have a massive, positive impact on customer experiences. And in our books, gaining the ability to consistently exceed customer expectations, is something any business can truly get excited about.

So, if you’re eager to realise the real promise of AI, you’re going to want to make sure you come see these, (and many more) innovations that we’ll debut at GITEX 2019. Visit our stand, experience these amazing solutions in action, speak to our experts, and get ready to discover the Art of Experience!

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