Avaya wins 2018 Aragon Research Innovation Award for Artificial Intelligence (AI) in People-Centric Collaboration

Via Avaya Newsroom

Dec 7, 2018

Santa Clara, Calif. – December 7, 2018 – Avaya Holdings Corp. (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has been named a winner of the 2018 Aragon Research Innovation Award for Artificial Intelligence (AI) in People-Centric Collaboration.

For businesses to succeed in the future it is important for them to embrace digital transformation today. Artificial intelligence, powered by expanding data sets and more affordable computing resources, provides powerful technologies for advancing transformative communications experiences. Avaya’s AI portfolio helps to enable people-centric collaboration through capabilities such as:

  • Ava effortless self-service framework that improves chat interactions and can seamlessly go from chat bot to live chat with a human to greatly improve performance and customer satisfaction
  • Smart routing that can identify a customer’s characteristics and needs and match to the best agent to handle their interaction, benefiting first contact resolution, greater loyalty and higher brand recognition, or behavioral pairing that optimizes the agent – customer interaction outcome
  • Conversational Intelligence that provides Agent Assistance based on a real-time, accurate transcription and natural language understanding engine that assists in simplifying processes such as after call work, agent guidance and supervisor alerts

Avaya also includes partners in its AI strategy with the AI Connect program, that allows customers to access more use cases that work on the Avaya platform and complements Avaya’s own offers.

"This award is a reflection of our commitment to continuously bring people-first innovation to our customers and the experiences they create," said Laurent Philonenko, Senior Vice President, Innovation, of Avaya. “AI presents powerful capabilities, and harnessing that power requires a deep understanding of what a great customer experience should feel like, applied against each stage of customer engagement. That’s what Avaya’s industry-leading experience provides. We know what great should feel like, so we can enable our customers with the tools to get there.”

The Aragon award recognizes providers leveraging visionary use of technology to not only adapt as markets change, but to actively disrupt and inform how their markets will evolve. Avaya was formally presented with the award on December 6th, 2018 at Aragon Transform, the annual Aragon Research awards ceremony.

The identification of an Aragon Research award winner is not an endorsement by Aragon Research of any vendor, product, or service.

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