Avaya Adds Virtual Agent to OneCloud

Avaya, a communications and collaboration solutions provider, has enhanced Avaya OneCloud with Avaya Virtual Agent.

Avaya Virtual Agent helps companies deploy Avaya-designed, pre-built, cloud-based self-service agents. It leverages the Avaya OneCloud Experience Platform, which lets companies build their own workflows or subscribe to pre-built experiences. The Avaya Experience Builders community can help businesses get started or address 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 of Avaya, in a statement. "Avaya Virtual Agent makes it easier for organizations to rapidly compose the interactions that businesses need to ensure more engaging and memorable experiences."

"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, vice president of product management at Avaya, in a statement. "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."

Avaya Virtual Agent also includes use-case templates for business-specific self-service design and deployment, the ability to add AI capabilities, and support for 20 languages.