The Quest for More Intelligent, Flexible Solutions: Avaya Entends AI and Cloud Integration with Google Cloud

Avaya Holdings is a global leader in solutions to enhance and simplify communications. Their new goal is to further integrate with Google Cloud in order to enhance the capability of both AI and cloud. By doing this, they aim to strengthen the customer experience of Avaya clients, and reach new business outcomes.

Avaya is creating a more advanced customer experience by combining Google Cloud’s machine learning technology, with their communication services that power the contact center. With the addition of Google Cloud, Avaya’s services are able to provide more flexible and efficient communication and collaboration solutions.

Avaya has also chosen to participate in the Google Cloud early access program, that intends to improve the implementation of next-generation contact sellers with Google Cloud Center AI technologies. Google Cloud will now join AI innovators in the Avaya A.I. Connect ecosystem.

In addition, Avaya has adopted a cloud foundation design approach to their solution offerings. With Kubernetes, Avaya solutions will combine both microservices and containerization. This approach enables organizations to embrace hybrid cloud deployment options for their communication structure, and avoids the traditional “one size fits all” limitation offered by other providers.

Avaya has added the Google Cloud Platform as a deployment option for customers seeking alternative communication and collaboration options. This complements a number of Avaya and Google Cloud integrations including Avaya OneCloud, Avaya IX, Avaya OneCloud CPaaS and Avaya Vantage.

President & Principal Analyst of McGee-Smith Analytics, Sheila McGee-Smith, summarizes, “Avaya’s expanding partnership with Google Cloud promises exciting developments across multiple facets of Avaya’s portfolio. From a contact center perspective, new AI-driven intelligent conversation experiences will soon be available to customers who chose to remain on premises solutions, those that are transitioning to a hybrid cloud environment and those that choose to fully embrace the cloud.”

Avaya showcased its newest AI and Cloud advancements at Google Cloud Next 2019 on April 9-11, in San Francisco, CA.

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