Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, announced today that Avaya Conversational Intelligence, a powerful AI solution enabling next-generation contact centers to create happier customers, has been recognized as a 2020 CUSTOMER magazine Product of the Year Award winner.

Avaya Conversational Intelligence helps enable organizations to deliver significantly improved customer experiences that can increase brand satisfaction and drive more positive engagements between agents and customers. Unlike traditional speech analytics applications that mine calls after they occur, Avaya Conversational Intelligence transcribes voice conversations into actionable outcomes in real time, when the information is most useful, to help deliver deeper, more personal and more positive customer engagement.

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Michael Baker from C3i Solutions, an HCL Technologies Company and Avaya customer, said, “At a time of rapid change, it’s our goal to be that resource our customers can rely on to meet the growing needs of their customers. It is critically important to us that we apply AI in a meaningful and intentional way, and the Avaya Conversational Intelligence solution allows us to do this. We have not only improved the overall customer experience, but also driven new efficiency gains across agents, supervisors and the QA teams in this new remote environment. The AI transcription, QA/Compliance and COVID use cases we were able to leverage has been a game-changer for us.”

Forrester expects that firms using AI effectively will see revenues increase by 5 to 10 percent.¹ Additionally, by leveraging the power of Avaya Conversational Intelligence, organizations can dramatically increase agent performance in real time, reduce after-call agent work, initiate workflow actions, enhance regulatory compliance and summarize interaction details into actionable intelligence that can be used to improve operations and customer experience.

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“Contact center AI capabilities are providing transformational customer experiences that are more personalized and lead to better outcomes, while making organizations smarter, more responsive and effective,” said Anthony Bartolo, Avaya executive vice president and Chief Product Officer. “Avaya continues add new innovations into its contact center solutions and we are pleased to be recognized by customers for the value AI is providing to create experiences that matter.”

The 2020 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.

Avaya Conversational Intelligence is available for US English speaking contact centers located in the United States. Additional languages will be added during the 2020 calendar year.