Avaya, Talkdesk gets into contact center AI technologies

We can see Artificial Intelligence tools popping up everywhere these days. It is obvious that the copious amounts of data and nonstop customer interactions, contact centers and sales teams in particular seem especially ripe to integrate AI technologies.

In this background, one longtime unified communications and contact center vendor, Avaya Inc., and a newer contact center software provider, Talkdesk Inc., introduced AI-focused services. Cisco, too, announced an AI-powered voice assistant for Cisco Spark meetings.

Avaya announced A.I.Connect, an initiative with technology partners that will work on to speed up the development and application of unified communications and contact center AI technologies for Avaya customers. Through the partnership, Avaya desires to create a broad set of AI capabilities for digitally based customer service.

The AI tools will be built on and integrated into Avaya Oceana, an omnichannel customer engagement service, and Avaya Breeze, a developer platform for building communications-enabled apps.

Contact center AI can help companies capture and use real-time customer sentiment to improve customer service. Contact center AI can also help organizations organize vast amounts of data using predictive analytics to deliver information in real time, where it can affect an ongoing customer interaction.

Reportedly, seven partners are currently in the A.I.Connect program: Afiniti, Arrow Systems Integration, Cogito, EXP360, Nuance Communications, ScoreData and Sundown AI. More companies are expected to participate in the initiative in the coming months.