SmartAction, providers of an artificial intelligence-powered virtual agent solution for contact centers, announced that its solutions are compliant with key contact center solutions from Avaya, a global provider of business communications software, systems, and services.
SmartAction's AI-powered virtual agents automate conversations that live agents handle today. The cloud-based service works across 14 industries and dozens of use cases, from natural language intent capture and routing to repetitive inquiries like order management, billing, roadside assistance, membership management, tech support, and much more. The solution has been compliance-tested by Avaya for compatibility with the Avaya Aura platform for contact centers 7.1 and Avaya Session Border Controller for Enterprise 7.2.
SmartAction is a Technology Partner in the Avaya DevConnect program, an initiative to develop, market, and sell third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network. As a Technology Partner, SmartAction submitted products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers developped a comprehensive test plan for each application to verify whether it is Avaya-compatible. Doing so enables businesses to add capabilities to their networks without having to replace their existing infrastructures.
"The combination of Avaya equipment and SmartAction cloud-based AI automation helps our shared clients offer exceptional customer support via the contact center. We are thrilled to successfully complete compliance testing and continue working alongside the Avaya team," said Mike Vanca, chief product officer at SmartAction, in a statement.
"Technology partners like SmartAction offer yet another proof point for Avaya's vision of the AI-enabled customer experience. The delivery of AI-powered virtual agent services allows enterprises to offer their own customers more effective and distinctive self-service options, while increasing the efficiencies in their own contact centers through automation and machine learning," said Eric Rossman, vice president of partnerships and alliances at Avaya, in a statement.