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Driving AI Innovation for the Future of Customer Experience, Avaya Receives 600th Contact Center Technologies Patent in its Avaya OneCloud™ CCaaS Portfolio

Across its entire range of solutions, the Company now has over 4,400 Patents1 and growing

Raleigh-Durham, NC – January 21, 2021 – Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been awarded its 600th contact center innovation patent by the U.S. Patent Office2, for its latest AI technology advancement within the Avaya OneCloud CCaaS portfolio.

With customer interactions now being predominantly mobile, online, across multiple devices and modalities, contact centers are the primary point of engagement for organizations to connect, collaborate and foster customer relationships. Avaya is delivering the future of customer experience with its Avaya OneCloud CCaaS portfolio, powered by AI, automation and machine learning.

Avaya’s 600th contact center patent was granted for “chatbot socialization” technology, which uses artificial intelligence to efficiently build virtual agents capable of interacting across voice, text and chat channels to respond to customer inquiries and requests. With these AI capabilities infused into Avaya OneCloud CCaaS, organizations can provide more seamless, predictive and personalized customer and employee experiences through faster access to relevant information and programming virtual agents to pair with other interactive agents during client communications. These techniques enable continuous expansion and improvement of the knowledge base and effectiveness of AI systems and tools within the contact center. 

“With over 4,400 patents across its CCaaS, UCaaS and CPaaS portfolios, Avaya has a remarkable history of invention, innovation and breakthrough advancements in delivering customer and employee experiences that organizations around the world can build their businesses on,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “We are committed to extending our technology leadership through investment in innovation, and by expanding our extensive ecosystem that includes partners and developers that augment our communications and collaboration platform and enable Avaya to deliver increased value to our customers.”

Avaya was named a Leader in ‘The Aragon Research Globe™ for Intelligent Contact Center 2020’ specifically recognizing the extensive AI capabilities, both native and through partnerships like its integration of Google Contact Center AI, for improving the customer experience and anticipating customer needs.

Avaya recently announced an expansion of its artificial intelligence (AI)-powered customer experience capabilities for Avaya OneCloud CCaaS customers, through an extended relationship with Amazon Web Services (AWS). As an AWS Partner offering AWS Contact Center Intelligence (CCI) solutions, Avaya can enable customers to leverage AWS AI Services and Machine Learning (ML) capabilities to drive more rewarding customer and employee experiences across both voice and digital channels through natural, conversation-driven interactions powered by AI and ML.

Google and AWS are key members of Avaya’s A.I.Connect program, an Avaya-led initiative that brings together an extensive ecosystem of vendors and developers taking an active part in building AI-driven solutions. A.I.Connect is accelerating the adoption of AI solutions in CCaaS and UCaaS portfolios, to deliver better customer engagement, drive agent productivity, and increase customer affinity.

Additional Resources

  • Read our brochure, Building a Multiexperience Contact Center, on how to deliver memorable customer experiences by synchronizing customers, employees, insights knowledge and tools across customer journeys.
  • Check out the Aragon Research Globe™ for Intelligent Contact Centers, 2020 report.

1Includes patents and pending patent applications

2 http://patft.uspto.gov/netacgi/nph-Parser?Sect1=PTO1&Sect2=HITOFF&d=PALL&p=1&u=%2Fnetahtml%2FPTO%2Fsrchnum.htm&r=1&f=G&l=50&s1=10848443.PN.&OS=PN/10848443&RS=PN/10848443

Contact

Alex Alias and
Julianne Embry

Avaya PR
corpcommsteam@avaya.com
 

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ​ambitions and ​challenges,​ ​giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

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Source: Avaya Newsroom

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