Contact Center Solutions Featured Article

AI Company Earns Avaya Compliance

November 12, 2018

Unified communications is becoming a cloud driven venture – like most things in business. As the cloud takes center stage it enables a new wave of innovation, and an expanded presence of artificial intelligence (AI).

SmartAction announced that its solutions are now compliant with a number of Avaya’s contact center solutions. The provider of AI-powered virtual agent solutions and Avaya Technology Partner and Avaya DevConnect member is proving much in the way of potential.

“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,” Mike Vanca, Chief Product Officer, SmartAction.

SmartAction already supports a number of use cases, spanning 14 industries. The AI- powered virtual agents boast natural language intent capture and routing, tech support, membership management and more, and are easily integrated with the Avaya Aura platform for contact centres 7.1 and Avaya Session Border Controller for Enterprise 7.2.

“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,” Eric Rossman, vice president, Partnerships and Alliances, Avaya.

Partnerships make the innovation required to support the digital age and this era of transformation possible. An area benefitting a great deal as a result is AI.

Edited by Maurice Nagle