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Avaya Launches Avaya Customer Experience Services with Focus on AI and Cloud


AI and cloud technology are deemed important for businesses, especially if they want to enhance the customer experience.

The thing is, the shortage of specialized talent and the rapid pace of AI advancements often delay their deployment or hinder success. Integrating these technologies requires skilled professionals who understand AI algorithms, data analysis and cloud infrastructure. However, the demand for such talent exceeds the supply, leading to delays in decision-making.

Enter Avaya.

This provider of customer experience solutions that enhance and simplify communications and collaboration has officialy announced its reimagined professional services:

Avaya Customer Experience Services, or ACES.

The enhanced Avaya approach leverages integrating AI, cloud and digital technologies to drive improved business outcomes to customers. By maintaining existing voice-based customizations while leveraging the power of AI and cloud capabilities, ACES guides clients through their digital transformation.

ACES is a team of global specialists committed to equipping businesses with the capability to deliver better experiences for their employees and customers. It signifies a shift in professional services from merely providing technology to driving transformative business results.

ACES augments the capabilities of Avaya channel partners and system integrators by assisting them to navigate the nexus of customer experience technology and other technologies. Incorporating ACES into their teams essentially adds a global group of customer experience specialists, augmented by unique AI-driven agile development processes and tools.

ACES also facilitates the integration of Avaya's technology partners, such as Calabrio, a customer experience intelligence company. By leveraging Calabrio's desktop and speech analytics capabilities, ACES helped Superior Propane, a Canadian propane supplier, gain insights into their processes, resulting in reduced average call handle times by 30 seconds per call and improved customer retention.

“ACES represents Avaya's unwavering dedication to its customers by delivering transformative technology through AI, cloud, and digital solutions that create personalized experiences,” said Emir Susic, Global Vice President, ACES. “By meeting customers exactly where they are in their cloud migration, Avaya reinforces its commitment to guide organizations through their digital transformation journey.”

ACES is another example of Avaya's dedication to guiding organizations through their digital transformation journey, meeting customers at every step of their cloud migration.

Edited by Alex Passett
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