Avaya, a worldwide leader in enterprise CX solutions, revealed its vision for the future of customer experience, orchestrated by AI.Unveiled at GITEX Global in Dubai, Avaya’s ‘Virtual Operations Manager’ concept showcases what’s possible, demonstrating how the collaboration between human intelligence and artificial intelligence can revolutionize the management of customer experience at the contact center level.
This innovation, built on the Avaya Experience Platform™, consolidates contact center data and operations to deliver centralized insights, enhancing performance with a virtual contact center operations manager that advises and acts on behalf of contact center leaders.
“As the AI revolution progresses, it’s evident that the most compelling applications are those that empower humans to achieve unprecedented outcomes. Using the Avaya Experience Platform as its foundation, this demonstration highlights how AI can not only unify data across a connected business ecosystem but also utilize analytics for complex workforce orchestration, providing contact center managers with tools to drive business growth,” said Omar Javaid, Chief Product Officer at Avaya.
The ‘Virtual Operations Manager’ concept intelligently augments the role of human operations managers by making sense of the vast data generated by CX-focused applications in contact centers. It can recommend or even automatically execute actions to enhance performance, with parameters that can be customized in a low-code/no-code environment.
Designed with large-scale contact centers in mind, the showcase demonstrates seamless integration with complex applications, strong security compliance, and scalability using a blend of on-premises and cloud-based technologies.
Avaya’s CX Innovation Continues
Avaya consistently innovates its industry-leading solutions portfolio, delivering on commitments to support large enterprises by addressing their growing business needs. Avaya’s product roadmap focuses on the customer journey, ensuring the delivery of innovative solutions like AI, automation, and analytics at a pace tailored to each enterprise’s unique requirements.
“Our customers are aiming to balance innovation with business growth and ROI, without a complete overhaul of their existing infrastructure. That’s why our ‘Innovation without Disruption’ approach is reflected in our roadmap, designed to deliver modern, customized capabilities through the Avaya Experience Platform,” Javaid stated.
Avaya’s significant presence at GITEX Global features a range of technology demonstrations seamlessly integrating AI into every aspect of customer interaction, transforming traditional contact centers into dynamic experience hubs. The solutions on display, powered by the Avaya Experience Platform, help organizations unify customer interactions across all channels, enhance the functionality of AI-based tools, optimize operations, and simplify customer journey orchestration.
