Avaya Collects 600th Contact Center Patent

Avaya has been awarded its 600th contact center patent for its latest artificial intelligence technology advancement within the Avaya OneCloud CCaaS portfolio.

The U.S. Patent Office gave Avaya its 600th contact center patent for chatbot socialization technology that uses artificial intelligence to build virtual agents capable of interacting across voice, text, and chat channels to respond to customer inquiries and requests. With these AI capabilities infused into Avaya OneCloud CCaaS, organizations can provide predictive and personalized customer and employee experiences through faster access to information and programming virtual agents to pair with other interactive agents during client communications. These techniques enable continuous expansion and improvement of the knowledge base and effectiveness of AI systems and tools within the contact center.

"With over 4,400 patents across its CCaaS, UCaaS, and CPaaS portfolios, Avaya has a remarkable history of invention, innovation, and breakthrough advancements in delivering customer and employee experiences that organizations around the world can build their businesses on," said Anthony Bartolo, executive vice president and chief product officer at Avaya, in a statement. "We are committed to extending our technology leadership through investment in innovation, and by expanding our extensive ecosystem that includes partners and developers that augment our communications and collaboration platform and enable Avaya to deliver increased value to our customers."