Business process outsourcing giant transcosmos has implemented Avaya’s OneCloud contact centre as a service solution to improve its customer experience and agent productivity.
The Japanese-based firm, which is valued at over £1bn, has adopted the platform alongside Google Cloud’s Contact Centre AI to create a platform that transcosmos says is the “first of its kind” in Japan.
Avaya said that transcosmos, which has operations in 30 countries, is using the AI-infused platform with a handful of clients and plans to expand its reach over the coming months.
“These clients already leveraging the platform are taking advantage of advanced virtual agents, which deliver intuitive and natural conversational interactions, with no agent intervention required, across any touchpoint,” said Nidal Abou-Ltaif, President, Avaya International.
“This is a powerful example of leveraging Avaya’s composable platforms and advanced AI technologies to create lasting business value.”
Avaya said that the solution helps agents by giving them real-time contextual information while they’re dealing with a customer query, which also means customers do not have to frequently repeat themselves.
The partnership with transcosmos will be on display when Avaya showcases its offering at the GITEX conference in Dubai later this month. Read more about Avaya’s GITEX participation here.
