Avaya Puts SmartAction Virtual Agents to the Test

In November 2018, SmartAction’s AI-powered virtual agent solution was successfully tested by Avaya in its DevConnect program, a developer community and marketplace for third-party products that interoperate with Avaya technology (read news release). Only those solutions that extend the value of Avaya’s network are featured in Avaya’s DevConnect Marketplace after successfully completing formal joint compliance testing.

This makes SmartAction the go-to 3^rd party AI automation partner for Avaya customers seeking to automate more voice and chat conversations handled by live agents today.

Why Avaya Validated the SmartAction AI Self-Service Solution

First, Avaya recognized its customers’ need for increased automation and saw SmartAction as a key provider in delivering voice automation via virtual agents powered by conversational AI. Avaya VP of Partnerships and Alliances Eric Rossman said, “Technology Partners like SmartAction [and its] AI-powered virtual agent services allow enterprises to offer their own customers more effective and distinctive self-service options.” Just as Avaya is a global leader in digital communications software, services, and devices, SmartAction is the leader in AI-enabled customer self-service solutions.

Then, SmartAction demonstrated seamless integration with the Avaya platform. SmartAction worked closely with Avaya’s DevConnect engineers to establish interoperability between Avaya’s contact center platform / telephony infrastructure and SmartAction’s cloud-based virtual agent solution. This intensive process took several months to complete utilizing SmartAction’s team of telephony and automation experts. Now finalized, this helps ensure that any Avaya contact center user will not need extensive IT resources (if any) to integrate with SmartAction’s contact center automation. The connection points are already set up and operable.

How to Take Advantage of the Avaya-SmartAction Relationship

The combination of Avaya communications software and SmartAction cloud-based AI automation helps companies offer exceptional contact center customer service and support.

If your organization uses Avaya in its contact center, you are a few easy steps away from automating many of the conversations handled by your live agents, starting in voice and scaling the same solution to chat and text.

1. Learn why industry leaders like AAA, Royal Caribbean Cruises, Office Depot, and many more use SmartAction’s call center AI automation service. SmartAction is the leader in AI-powered virtual agent automation for voice and chat. SmartAction is the only AI-powered self-service solution provider to be named Gartner Cool Vendor, the only company recognized by Frost & Sullivan as the leader in AI-enhanced Self-Service, and the most reviewed and highest rated Virtual Customer Assistant solution for contact centers on Gartner Peer Insights, among a number of other solutions like IBM Watson and IPsoft. Find out more about the solution and why organizations choose SmartAction over other automation options >>.
2. Discover what AI-powered virtual agents are automating today. Frost & Sullivan senior analysts recently published a new report specifically for contact center leaders to highlight how virtual agents are being used today. They share how leading businesses are making the transformation from live agents to AI-powered virtual agents one conversation at a time. The report includes how to overcome IVR limitations to automate more, how to scale the same solution to chat, how to ease into AI automation with minimal risk, examples of virtual agents in action, and more. Download the report >>
3. Schedule your free AI-Readiness Assessment. The AI-Readiness Assessment guides you through the process of identifying the conversations handled by your live agents that can easily be automated by virtual agents – without sacrificing an ounce of CX. Led by CX solution experts, the assessment will deliver expected completion rates, call volume deflection, reduction in live agent handle time, projected ROI, and more. Contact us >>