UC solutions vendor Avaya, recently upgraded its contact centre portfolios with artificial intelligence (AI) and is making its low-cost collaboration application more robust.
Avaya IX Spaces, the company’s cost-effective cloud team collaboration application, can now scale to accommodate more users in cloud meeting “spaces” and integrate with existing Avaya hardware, as well as third-party collaboration tools, the UC giant announced at Avaya Engage 2020.
In the contact centre space, Avaya revealed a new partnership with Afiniti, an AI-based behavioural pairing technology provider. The team-up is bringing forth a new offering for the Avaya IX Contact Centre portfolio; Avaya AI Routing with Afiniti AiRo.
Avaya IX Spaces offers messaging, meeting, content sharing and task management via browser or mobile device. Avaya announced that IX Spaces is now available in over 60 countries and can support up to 500 video meeting participants. The product also now features connectivity with existing Avaya IX Collaboration Unit CU360 huddle and SIP-based video room systems and integrations with Google, Slack, Microsoft Office 365, Outlook and Teams.
Avaya IX Spaces is also now available via a monthly subscription-based pricing model, which includes upgrades to the latest releases and Avaya support. Avaya partners have access to sell via Avaya IX Spaces in subscription bundles to their customers, said Karen Hardy, vice president of product marketing.
Avaya AI Routing with Afiniti AiRoy in the call centre will help businesses improve customer interactions and employee engagement by pairing customers with the right contact centre agents using AI. The product can identify subtle patterns in human interactions in real-time, which translates to better outcomes in the contact centre space, Hardy said.
The new offering gives businesses measurable results that can be tracked via customer retention, first contact resolution, and average handle time metrics through a self-service interface. Avaya AI Routing with Afiniti AiRoy is also available in a subscription pricing model, the company said.
