Knowmail and over.ai are the newly designated A.I.Connect partners with solutions aligned to Avaya’s overall UC and collaboration strategies. They join the broader Avaya ecosystem of companies collaborating on the use of AI and machine learning technologies for unified communications and contact centre, including Verint, with whom Avaya recently expanded its partnership inclusive of additional AI-powered and cloud solutions.
Avaya’s vision for AI in Unified Communications includes strengthening workforce productivity in four key ways:
•Effortless Prioritisation – enabling employees to deal with massive amounts of content such as email, IM, messages, and calls by intelligently prioritising and responding to the most pressing items first.
•Smart Communications – leveraging presence to enable “best choice first” and anticipating optimal channels for communications with peers and workgroups.
•Streamlined Interactions – offering timely suggestions and voice activation of communication services, simplifying manual or point-and-click interfaces required by many different communications channel choices today.
•Optimised Decisions – Providing personalised visibility to complete, relevant data sets that is all too often lost from view or difficult to find.
“Avaya’s deep expertise in creating communications and collaboration experiences for enterprise workers leverages AI capabilities for natural language understanding and personal assistants. With the addition of new AI solutions from companies like Knowmail, over.ai and others, our A.I.Connect initiative continues to expand the ecosystem helping to provide optimal AI capabilities for strengthening workforce engagement across omnichannel communications,” said Eric Rossman, Avaya Vice President, Alliances and Partnerships.
“Avaya continues to aggressively position AI as a critical element of both the UC and contact centre strategies offered to their clients,” said Zeus Kerravala, Principal Analyst at ZK Research. “Building off the long-standing success of their DevConnect Program, Avaya’s A.I.Connect initiative allows them to capitalise upon the expertise of their ecosystem for a wide range of use cases, helping enterprises establish early leadership positions through the application of analytical and predictive capabilities enabled by AI and Machine Learning capabilities.”