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Avaya’s Oceana use cases, include
conversational IVR for biometrics integration,
sentiment-based routing of calls – allowing
customers to make inquiries and receive an
immediate considered response either on
personalised digital channels from the most
capable service agent or back office expert
via a context rich personalised experience.
With increasing numbers of millennials and
digital-natives in the workforce, businesses
www.intelligentcio.com
FEATURE: DIGITAL TRANSFORMATION
must empower these individuals to connect
and collaborate seamlessly with customers
and fellow employees via their preferred
channels, irrespective of their location,
device and communication channel.
Avaya has enriched its Equinox Unified
Communications platform by integrating
cognitive services from organisations such
as Microsoft and Google to deliver voice-
enabled virtual assistants for the enterprise.
Savio Tovar Dias, Senior Director Sales
Engineering, Avaya
INTELLIGENTCIO
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