Avaya Virtual Agent Now Available as a Ready to Deploy, Configurable Service

Rhea-AI Summary

Avaya announced enhancements to its OneCloud™ Experience Platform to simplify customer interactions. The new Avaya Virtual Agent is a ready-to-deploy AI-driven service that boosts customer experience by enabling businesses to quickly implement virtual agents. Research indicates that only 1 in 3 customers recommend businesses using complex virtual agents. By leveraging pre-built solutions, Avaya aims to reduce development time, improve engagement, and enhance efficiency in customer interactions. This solution is geared towards adapting to evolving customer needs swiftly.

Positive

• Introduction of the Avaya Virtual Agent simplifies deployment of AI-driven customer interactions.
• Research indicates a demand for effective virtual agents for enhancing customer satisfaction.
• Pre-built, configurable templates allow for quick and tailored deployment.
• Supports 20 languages, expanding market reach and accessibility.

Negative

• Only 50% of customers have issues resolved with existing virtual agents, indicating potential challenges.
• Past complexity in developing virtual solutions may deter businesses from adopting new technology.

Avaya OneCloud™ Experience Platform Enables Businesses to Elevate their Customer Experience in Just a Few Minutes

RALEIGH-DURHAM, N.C.--(BUSINESS WIRE)-- Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced an enhancement to Avaya OneCloud™ to dramatically reduce the complexity associated with virtualizing customer interactions. Avaya Virtual Agent is a ready-to-deploy, configurable service that delivers the full benefits of virtual, AI-based communication experiences to businesses – immediately elevating their customer experience.

Recent Avaya research with Ipsos indicates that based on their last interaction with a virtual agent, only 1 in 3 customers would recommend that business to others. This is because only 50 percent of them had their issue or concern resolved. This lack of success is due in part to the historical complexity of developing and delivering effective virtual agent solutions.

Avaya Virtual Agent removes this complexity, enabling organizations to quickly deploy Avaya-designed, pre-built, cloud-based self-service agents instead of building them from scratch. It leverages the Avaya OneCloud™ Experience Platform, which reimagines communications composability, providing customers with the option of constructing their own workflows or subscribing to pre-built experiences. This also enables businesses to participate in the Experience Economy by elevating their customer interactions beyond just making them more efficient to also making them more engaging to capture increased customer time and attention. The Avaya Experience Builders™ community can assist businesses with getting started or with addressing more advanced deployment requirements.

“Experience is everything today, and companies need to provide an entirely new level of responsiveness that adapts to the changing needs of customers and employees, even in the moment,” said Simon Harrison, Senior Vice President and Chief Marketing Officer at Avaya. “Avaya Virtual Agent makes it easier for organizations to rapidly compose the interactions that businesses need to ensure more engaging and memorable experiences.”

"With its new Virtual Agent, Avaya is delivering a critical component to partner solutions,” said Sebastian Anthony Corriere KMP, NPS, Founder & Chief Contact Center and Customer Experience Strategist at VesuvITas. “Every business and industry is rethinking customer and employee experiences, and the Virtual Agent helps the channel community and partners like VesuvITas build the unique experiences each business wants to create for its customers. Leveraging the latest in AI technology, the Avaya Virtual Agent powers contact centers and customer engagements with next-generation solutions that are fast and easy to design and deliver.”

“The kinds of things this service can do in minutes is more than a typical company could develop and enable in weeks," said Karen Hardy, VP Product Management, Avaya. “Avaya Virtual Agent manages all the voice, telephony and speech recognition and orchestrates all the essential processes to make it easy to create natural voice, SMS or AI experiences. What this means for businesses and the development community is that in addition to immediately reducing call volumes to live agents, decreasing average call wait times, and increasing agent productivity and efficiency, they can elevate the customer experience to make their brands more engaging.”

Top Capabilities and Benefits of Avaya Virtual Agent

• Easy-to-configure use-case templates accelerate business-specific self-service design and deployment without coding.
• Single, easy-to-navigate user interface eliminates the need for scarce development resources and training.
• AI capabilities can be easily added/incorporated, enabling more human-like conversations.
• Support for 20 languages.

Additional Resources

• Learn more about Avaya Virtual Agent by speaking with an expert.
• Read our blog, The Business Case for Virtual Agents, and How to Deploy a Custom Solution Quickly

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

Source: Avaya Newsroom

View source version on businesswire.com: https://www.businesswire.com/news/home/20220426005224/en/

Alex Alias

alalias@avaya.com

Source: Avaya

FAQ

What are the main features of Avaya's Virtual Agent?

Avaya's Virtual Agent offers easy-to-configure templates, a user-friendly interface, AI capabilities for human-like interactions, and support for 20 languages.

How does Avaya's new platform improve customer experiences?

The platform simplifies the deployment of virtual agents, reducing customer wait times and enhancing overall engagement.

What does recent research say about customer satisfaction with virtual agents?

According to Avaya's research, only 1 in 3 customers would recommend a business after interacting with a virtual agent, highlighting the need for improvement.

What is the stock symbol for Avaya?

The stock symbol for Avaya is AVYA.

When was the announcement about Avaya Virtual Agent made?

The announcement regarding Avaya Virtual Agent was made on April 26, 2022.