{"id":19362,"date":"2021-01-28T17:00:00","date_gmt":"2021-01-28T14:00:00","guid":{"rendered":"https:\/\/saudishopper.com.sa\/en\/?p=19362"},"modified":"2026-03-27T20:20:48","modified_gmt":"2026-03-27T17:20:48","slug":"avaya-announces-new-ai-capabilities-to-improve-customer-experience-with-more-powerful-virtual-agents-integrating-with-google-cloud-dialogflow-cx","status":"publish","type":"post","link":"https:\/\/saudishopper.com.sa\/en\/avaya-announces-new-ai-capabilities-to-improve-customer-experience-with-more-powerful-virtual-agents-integrating-with-google-cloud-dialogflow-cx\/","title":{"rendered":"AVAYA ANNOUNCES NEW AI CAPABILITIES TO IMPROVE CUSTOMER EXPERIENCE, WITH MORE POWERFUL VIRTUAL AGENTS INTEGRATING WITH GOOGLE CLOUD DIALOGFLOW CX"},"content":{"rendered":"\n

Avaya AI Virtual Agent Enhanced \u2013 the newest co-innovation with Google Cloud \u2013 now being adopted by customers worldwide<\/em><\/p>\n\n\n\n

Dubai, UAE \u2013 January 28, 2021<\/strong>\u2013\u00a0Avaya<\/a>\u00a0(NYSE: AVYA), a global leader in\u00a0solutions to enhance and simplify communications and collaboration, today announced that it’s Avaya OneCloud\u2122 CCaaS and OneCloud\u2122 CPaaS portfolios are now available with Avaya AI Virtual Agent Enhanced, new human-like automation features that significantly improve customer experience and contact center efficiency.\u00a0<\/p>\n\n\n\n

This expanded conversational AI capability leverages Google Cloud Dialogflow CX, and is part of Avaya\u2019s ongoing integration of Google Cloud\u2019s\u00a0Contact Center AI<\/a>\u00a0(CCAI). The powerful combination of Avaya AI innovation and Google Cloud CCAI are providing a\u00a0better experience for users by seamlessly blending automated and assisted experiences throughout a customer\u2019s interaction with the contact center.<\/p>\n\n\n\n

Two leading U.S.-based telecommunications services providers are implementing Avaya Virtual Agent Enhanced to improve the experience their customers enjoy through more natural, nuanced, and context-driven interactions. While virtual bots are ubiquitous, they had previously lacked essential capabilities for effectively interacting with customers, and the adoption of enhanced virtual agent features delivered by Avaya and Google Cloud is changing the game.<\/p>\n\n\n\n

\u201cThrough partnerships with Google and others, Avaya\u2019s OneCloud approach makes it possible for its enterprise customers to choose the flavor of Conversational AI that best fulfills use case-driven demand for machine learning, natural language processing, and analytics,\u201d explained Dan Miller, Lead Analyst at Opus Research. \u201cThey can afford to employ Intelligent Virtual Agents informed by innovation that Google Cloud has committed significant resources to develop.\u201d<\/p>\n\n\n\n

\u201cAvaya and Google Cloud are delivering AI innovation that is making organizations more agile, more responsive, and more capable of meeting the needs of today\u2019s \u2018everything customer,\u201d\u00a0said Eric Rossman, Avaya VP of Technology Partners and Alliances. \u201cBeing first to integrate Google Dialogflow CX as part of\u00a0Avaya Virtual Agent Enhanced\u00a0is providing Avaya OneCloud CCaaS and OneCloud CPaaS customers with a unique advantage\u00a0in tailoring and customizing each experience and redefining what the customer journey looks like. Our strength in delivering AI continues to drive growth in our cloud solutions and makes a real difference for our customers. \u201d<\/p>\n\n\n\n

Avaya OneCloud CCaaS<\/a>,\u00a0contact center solutions, is powering organizations\u2019 customer experience centers to better connect and orchestrate all touchpoints across the customer journey–including voice, video, chat, messaging, and social–while leveraging the power of AI, insights, knowledge, and resources from across the organization. This enables users to deliver the right customer experience and the right employee experience for those supporting the customer journey.<\/p>\n\n\n\n

Avaya OneCloud CPaaS<\/a>\u00a0(Communications Platform as a Service) enables organizations to\u00a0build the experiences they want and communications-enabled apps with the workflow integration they need.\u00a0Building and integrating apps with one-click integration to Google Cloud\u00a0Dialogflow CX using Avaya OneCloud CPaaS, users can quickly build applications with a platform that supports SMS, MMS, voice, messaging, and digital channels.<\/p>\n\n\n\n

Avaya OneCloud CCaaS and OneCloud CPaaS users will benefit from increased flexibility, efficiency and scalability with key features from Avaya and Google Cloud including:<\/p>\n\n\n\n