{"id":37197,"date":"2022-10-13T18:08:00","date_gmt":"2022-10-13T15:08:00","guid":{"rendered":"https:\/\/saudishopper.com.sa\/en\/?p=37197"},"modified":"2026-03-28T01:57:12","modified_gmt":"2026-03-27T22:57:12","slug":"florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas","status":"publish","type":"post","link":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/","title":{"rendered":"Florius Uses AI-Powered Speech Analytics To Transform Customer Experience With Avaya OneCloud CCaaS"},"content":{"rendered":"\n<figure class=\"wp-block-image aligncenter size-large\"><a href=\"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp\"><img loading=\"lazy\" decoding=\"async\" width=\"683\" height=\"1024\" src=\"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800-683x1024.webp\" alt=\"Seif Alhamrany_ssict_1200_1800\" class=\"wp-image-37198\" srcset=\"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800-683x1024.webp 683w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800-200x300.webp 200w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800-768x1152.webp 768w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800-1024x1536.webp 1024w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800-1080x1620.webp 1080w, https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp 1200w\" sizes=\"(max-width: 683px) 100vw, 683px\" \/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>GITEX Global \u2013 Dubai, United Arab Emirates \u2013 October 13, 2022\u00a0<\/strong>\u2013\u00a0<a href=\"https:\/\/www.florius.nl\/\" target=\"_blank\" rel=\"noreferrer noopener\">Florius<\/a>, a leading, Netherlands-based mortgage lender, has used\u00a0<a href=\"https:\/\/www.avaya.com\/en\/\" target=\"_blank\" rel=\"noreferrer noopener\">Avaya<\/a>\u00a0(NYSE: AVYA) technology to significantly enhance the customer experience while simultaneously enabling its contact center agents to adapt to a hybrid work environment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Automated Quality Management capabilities of Avaya OneCloud<sup>TM<\/sup>, integrated with Florius business applications, has empowered remote employees with digital tools to raise the quality of all customer interactions through advanced, real-time speech analytics.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cThe customer journey is very important to us,\u201d said Seif Alhamrany, head of the Advisory Team at Florius. \u201cWe are committed to a fast turnaround for mortgage applications, so we need to put the customer in the center, have fast access to as much information as possible, and automate processes as much as possible.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Changed workloads during the pandemic forced Florius to quickly adapt to a hybrid work scenario. By the same token, direct insight into the changed contact behavior of customers became essential during this time of uncertainty. \u201cWe need to adapt very fast to provide our customers with the best service and also to provide our employees with the best solutions\u201d said Deliane Schimmel, Managing Director, Advisory &amp; Service, Florius.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Using Avaya the Avaya solution, Florius was able to remotely introduce AI-powerd speech analytics and quality management tools, which monitored 100% of customer calls and then provided guidance on the next best answer. This gave agents direct insight into topics that would usually require training, while also enabling them to work according to more flexible schedules from home.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cA good example of this came when there was amended legislation concerning delayed mortgage payments. Employees did not have to be trained on this first, because they were provided with the correct knowledge in real-time &#8211; during conversations where payment and COVID were discussed. As a result, the agent was able to give the right answer quickly, because they immediately had the right information and could share it with the customer,\u201d explained Alhamrany.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avaya and NTT, the Avaya partner that integrated the solution, worked closely with Florius to integrate the Avaya solutions with the company\u2019s CRM system, a step that broadened the view of the customer journey and provided new insights for agents.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cFlorius has always built its reputation on the experiences it provides to its customers, and this use of advanced technologies to draw intelligence from voice conversations is just the latest in a long line of innovations. We\u2019re proud to be supporting Florius as it continues to push the boundaries of great customer experience,\u201d said Nidal Abou-Ltaif, President, Avaya International.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The solution employed by Florius will be demonstrated on\u00a0<a href=\"https:\/\/events.avaya.com\/intl-ev-gitex?CTA=23CLD-EMEA-GITEX-WB&amp;TAC=23CLD-EMEA-MAINPR-CS&amp;utm_source=pr&amp;utm_medium=article&amp;utm_campaign=gitex2022\" target=\"_blank\" rel=\"noreferrer noopener\">Avaya\u2019s stand at GITEX Global<\/a>. Avaya\u2019s presence at GITEX Global comes in partnership with\u00a0<a href=\"https:\/\/www.al-enterprise.com\/?elqTrackId=1b72f0a1c64c48d791317612a5c58886&amp;elqaid=16323&amp;elqat=2\">Alcatel-Lucent Enterprise<\/a>,\u00a0<a href=\"https:\/\/www.uniphore.com\/?elqTrackId=c2669fadbeec439f9495a62090eacfb4&amp;elqaid=16323&amp;elqat=2\">Uniphore<\/a>,\u00a0<a href=\"https:\/\/www.verint.com\/?elqTrackId=24bf32f721564029aa07f9b746d8904a&amp;elqaid=16323&amp;elqat=2\" target=\"_blank\" rel=\"noreferrer noopener\">Verint Systems<\/a>,\u00a0<a href=\"https:\/\/www.gslab.com\/partners\/avaya?elqTrackId=bbb92d1bc65c49b89c10e96dba9be0f1&amp;elqaid=16323&amp;elqat=2\">GS Lab<\/a>,\u00a0<a href=\"https:\/\/imperiumapp.com\/?elqTrackId=dbe093c7399d439a94a119adc7ed8dec&amp;elqaid=16323&amp;elqat=2\">Imperium<\/a>,\u00a0<a href=\"https:\/\/konnectinsights.com\/?utm_source=Website&amp;utm_medium=GITEX&amp;utm_campaign=GITEX\">Konnect Insights<\/a>,\u00a0<a href=\"https:\/\/www.lumenvox.com\/?elqTrackId=83d5f1315d8547b7abbf85de0e0796e8&amp;elqaid=16323&amp;elqat=2\">LumenVox<\/a>,\u00a0<a href=\"https:\/\/www.nectarcorp.com\/avaya\/?elqTrackId=ce859955bfae4ca686847aa8aceb0439&amp;elqaid=16323&amp;elqat=2\">Nectar<\/a>,\u00a0<a href=\"https:\/\/www.sestek.com\/\">Sestek<\/a>\u00a0and\u00a0<a href=\"http:\/\/www.topaztel.com\/?elqTrackId=9cf78ca76e8c4746a855fb2b87ca124c&amp;elqaid=16323&amp;elqat=2\" target=\"_blank\" rel=\"noreferrer noopener\">TOPAZ<\/a>.\u00a0Visit\u00a0<a href=\"https:\/\/events.avaya.com\/intl-ev-gitex?CTA=23CLD-EMEA-GITEX-WB&amp;TAC=23CLD-EMEA-MAINPR-CS&amp;utm_source=pr&amp;utm_medium=article&amp;utm_campaign=gitex2022\">Avaya at its stand in Zabeel Hall<\/a>, at Dubai World Trade Centre between October 10 and 14, 2022.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>GITEX Global \u2013 Dubai, United Arab Emirates \u2013 October 13, 2022\u00a0\u2013\u00a0Florius, a leading, Netherlands-based mortgage lender, has used\u00a0Avaya\u00a0(NYSE: AVYA) technology to significantly enhance the customer experience while simultaneously enabling its contact center agents to adapt to a hybrid work environment. The Automated Quality Management capabilities of Avaya OneCloudTM, integrated with Florius business applications, has empowered [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":37198,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_meta-robots-noindex":"","_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","_pr_autopilot_social_copy":"","_yoast_wpseo_opengraph_title":"","_yoast_wpseo_opengraph_description":"","_yoast_wpseo_opengraph_image":"","_yoast_wpseo_opengraph_image_id":0,"_yoast_wpseo_twitter_title":"","_yoast_wpseo_twitter_description":"","_yoast_wpseo_twitter_image":"","_yoast_wpseo_twitter_image_id":0,"_yoast_wpseo_primary_category":22,"_extra_hide_author_box":"","_extra_featured_post":"","_partner_post_id":0,"footnotes":""},"categories":[22],"tags":[],"class_list":["post-37197","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecom","et-has-post-format-content","et_post_format-et-post-format-standard"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>AI speech analytics - Transform Customer Experience | | Saudi Shopper<\/title>\n<meta name=\"description\" content=\"AI speech analytics helps Florius improve customer experience with Avaya OneCloud CCaaS, enabling quality management for hybrid contact centers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI speech analytics - Transform Customer Experience | | Saudi Shopper\" \/>\n<meta property=\"og:description\" content=\"AI speech analytics helps Florius improve customer experience with Avaya OneCloud CCaaS, enabling quality management for hybrid contact centers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/\" \/>\n<meta property=\"og:site_name\" content=\"Saudishopper\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/SaudiShopper\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-13T15:08:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-27T22:57:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"1800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Mohamed Mosaed\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ssict\" \/>\n<meta name=\"twitter:site\" content=\"@ssict\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mohamed Mosaed\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/\"},\"author\":{\"name\":\"Mohamed Mosaed\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#\\\/schema\\\/person\\\/5fe548d4036e285c8f42cdf056399432\"},\"headline\":\"Florius Uses AI-Powered Speech Analytics To Transform Customer Experience With Avaya OneCloud CCaaS\",\"datePublished\":\"2022-10-13T15:08:00+00:00\",\"dateModified\":\"2026-03-27T22:57:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/\"},\"wordCount\":498,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/wp-content\\\/uploads\\\/2022\\\/10\\\/Seif-Alhamrany_ssict_1200_1800.webp\",\"articleSection\":[\"Telecommunications\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#respond\"]}],\"copyrightYear\":\"2022\",\"copyrightHolder\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/\",\"url\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/\",\"name\":\"AI speech analytics - Transform Customer Experience | | Saudi Shopper\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/wp-content\\\/uploads\\\/2022\\\/10\\\/Seif-Alhamrany_ssict_1200_1800.webp\",\"datePublished\":\"2022-10-13T15:08:00+00:00\",\"dateModified\":\"2026-03-27T22:57:12+00:00\",\"description\":\"AI speech analytics helps Florius improve customer experience with Avaya OneCloud CCaaS, enabling quality management for hybrid contact centers.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#primaryimage\",\"url\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/wp-content\\\/uploads\\\/2022\\\/10\\\/Seif-Alhamrany_ssict_1200_1800.webp\",\"contentUrl\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/wp-content\\\/uploads\\\/2022\\\/10\\\/Seif-Alhamrany_ssict_1200_1800.webp\",\"width\":1200,\"height\":1800,\"caption\":\"Seif Alhamrany_ssict_1200_1800\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Florius Uses AI-Powered Speech Analytics To Transform Customer Experience With Avaya OneCloud CCaaS\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/\",\"name\":\"Saudishopper\",\"description\":\"Saudi ICT Shopper News\",\"publisher\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#organization\",\"name\":\"Saudi ICT News\",\"alternateName\":\"Saudi ICT Shopper News\",\"url\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/wp-content\\\/uploads\\\/2020\\\/08\\\/SSTrans.png\",\"contentUrl\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/wp-content\\\/uploads\\\/2020\\\/08\\\/SSTrans.png\",\"width\":423,\"height\":165,\"caption\":\"Saudi ICT News\"},\"image\":{\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/SaudiShopper\",\"https:\\\/\\\/x.com\\\/ssict\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/#\\\/schema\\\/person\\\/5fe548d4036e285c8f42cdf056399432\",\"name\":\"Mohamed Mosaed\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/296c85262ff2745e244f25d889d8abed1b6edd88b3406e359bb0babb74de8fdb?s=96&d=https%3A%2F%2Fsaudishopper.com.sa%2Fen%2Fwp-content%2Fuploads%2F2020%2F12%2Fcropped-ss-icon--150x150.png&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/296c85262ff2745e244f25d889d8abed1b6edd88b3406e359bb0babb74de8fdb?s=96&d=https%3A%2F%2Fsaudishopper.com.sa%2Fen%2Fwp-content%2Fuploads%2F2020%2F12%2Fcropped-ss-icon--150x150.png&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/296c85262ff2745e244f25d889d8abed1b6edd88b3406e359bb0babb74de8fdb?s=96&d=https%3A%2F%2Fsaudishopper.com.sa%2Fen%2Fwp-content%2Fuploads%2F2020%2F12%2Fcropped-ss-icon--150x150.png&r=g\",\"caption\":\"Mohamed Mosaed\"},\"url\":\"https:\\\/\\\/saudishopper.com.sa\\\/en\\\/author\\\/mmosaed\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"AI speech analytics - Transform Customer Experience | | Saudi Shopper","description":"AI speech analytics helps Florius improve customer experience with Avaya OneCloud CCaaS, enabling quality management for hybrid contact centers.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/","og_locale":"en_US","og_type":"article","og_title":"AI speech analytics - Transform Customer Experience | | Saudi Shopper","og_description":"AI speech analytics helps Florius improve customer experience with Avaya OneCloud CCaaS, enabling quality management for hybrid contact centers.","og_url":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/","og_site_name":"Saudishopper","article_publisher":"https:\/\/www.facebook.com\/SaudiShopper","article_published_time":"2022-10-13T15:08:00+00:00","article_modified_time":"2026-03-27T22:57:12+00:00","og_image":[{"width":1200,"height":1800,"url":"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp","type":"image\/webp"}],"author":"Mohamed Mosaed","twitter_card":"summary_large_image","twitter_creator":"@ssict","twitter_site":"@ssict","twitter_misc":{"Written by":"Mohamed Mosaed","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#article","isPartOf":{"@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/"},"author":{"name":"Mohamed Mosaed","@id":"https:\/\/saudishopper.com.sa\/en\/#\/schema\/person\/5fe548d4036e285c8f42cdf056399432"},"headline":"Florius Uses AI-Powered Speech Analytics To Transform Customer Experience With Avaya OneCloud CCaaS","datePublished":"2022-10-13T15:08:00+00:00","dateModified":"2026-03-27T22:57:12+00:00","mainEntityOfPage":{"@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/"},"wordCount":498,"commentCount":0,"publisher":{"@id":"https:\/\/saudishopper.com.sa\/en\/#organization"},"image":{"@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#primaryimage"},"thumbnailUrl":"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp","articleSection":["Telecommunications"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#respond"]}],"copyrightYear":"2022","copyrightHolder":{"@id":"https:\/\/saudishopper.com.sa\/en\/#organization"}},{"@type":"WebPage","@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/","url":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/","name":"AI speech analytics - Transform Customer Experience | | Saudi Shopper","isPartOf":{"@id":"https:\/\/saudishopper.com.sa\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#primaryimage"},"image":{"@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#primaryimage"},"thumbnailUrl":"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp","datePublished":"2022-10-13T15:08:00+00:00","dateModified":"2026-03-27T22:57:12+00:00","description":"AI speech analytics helps Florius improve customer experience with Avaya OneCloud CCaaS, enabling quality management for hybrid contact centers.","breadcrumb":{"@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#primaryimage","url":"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp","contentUrl":"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2022\/10\/Seif-Alhamrany_ssict_1200_1800.webp","width":1200,"height":1800,"caption":"Seif Alhamrany_ssict_1200_1800"},{"@type":"BreadcrumbList","@id":"https:\/\/saudishopper.com.sa\/en\/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/saudishopper.com.sa\/en\/"},{"@type":"ListItem","position":2,"name":"Florius Uses AI-Powered Speech Analytics To Transform Customer Experience With Avaya OneCloud CCaaS"}]},{"@type":"WebSite","@id":"https:\/\/saudishopper.com.sa\/en\/#website","url":"https:\/\/saudishopper.com.sa\/en\/","name":"Saudishopper","description":"Saudi ICT Shopper News","publisher":{"@id":"https:\/\/saudishopper.com.sa\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/saudishopper.com.sa\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/saudishopper.com.sa\/en\/#organization","name":"Saudi ICT News","alternateName":"Saudi ICT Shopper News","url":"https:\/\/saudishopper.com.sa\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/saudishopper.com.sa\/en\/#\/schema\/logo\/image\/","url":"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2020\/08\/SSTrans.png","contentUrl":"https:\/\/saudishopper.com.sa\/en\/wp-content\/uploads\/2020\/08\/SSTrans.png","width":423,"height":165,"caption":"Saudi ICT News"},"image":{"@id":"https:\/\/saudishopper.com.sa\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/SaudiShopper","https:\/\/x.com\/ssict"]},{"@type":"Person","@id":"https:\/\/saudishopper.com.sa\/en\/#\/schema\/person\/5fe548d4036e285c8f42cdf056399432","name":"Mohamed Mosaed","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/296c85262ff2745e244f25d889d8abed1b6edd88b3406e359bb0babb74de8fdb?s=96&d=https%3A%2F%2Fsaudishopper.com.sa%2Fen%2Fwp-content%2Fuploads%2F2020%2F12%2Fcropped-ss-icon--150x150.png&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/296c85262ff2745e244f25d889d8abed1b6edd88b3406e359bb0babb74de8fdb?s=96&d=https%3A%2F%2Fsaudishopper.com.sa%2Fen%2Fwp-content%2Fuploads%2F2020%2F12%2Fcropped-ss-icon--150x150.png&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/296c85262ff2745e244f25d889d8abed1b6edd88b3406e359bb0babb74de8fdb?s=96&d=https%3A%2F%2Fsaudishopper.com.sa%2Fen%2Fwp-content%2Fuploads%2F2020%2F12%2Fcropped-ss-icon--150x150.png&r=g","caption":"Mohamed Mosaed"},"url":"https:\/\/saudishopper.com.sa\/en\/author\/mmosaed\/"}]}},"_links":{"self":[{"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/posts\/37197","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/users\/10"}],"replies":[{"embeddable":true,"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/comments?post=37197"}],"version-history":[{"count":1,"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/posts\/37197\/revisions"}],"predecessor-version":[{"id":71135,"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/posts\/37197\/revisions\/71135"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/media\/37198"}],"wp:attachment":[{"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/media?parent=37197"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/categories?post=37197"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/saudishopper.com.sa\/en\/wp-json\/wp\/v2\/tags?post=37197"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}