Avaya rolls out a turnkey virtual agent
Summary
If deployed correctly, virtual agents can significantly cut down on the time an individual needs to interact with a brand to solve a problem, have a question answered, return a product or do another task. In its media advisory, Avaya cited some data from Ipsos that found that only one in three customers would recommend that business to others based on their last interaction with a virtual agent. Since the arrival of CMO Simon Harrison, Avaya has been positioning itself as a company that enables its customers to build best-in-class experiences, and that was much of the thought process around the pre-built virtual agent. We wanted to make it simple to deploy the technology to automate interactions enabling the agent to handle more complex tasks ensuring the customer experience is better." Its been my opinion that over time, unified communications and contact center vendors will shift from being product companies to platform providers where the value is in the back end.
