Avaya today introduced its Virtual Operations Manager concept, demonstrating how human and artificial intelligence collaboration can fundamentally alter the way customer experience is managed in contact centers.
Built on the Avaya Experience Platform, it unifies contact center data and operations to provide centralized insights and boost performance with a virtual contact center operations manager advising and acting on behalf of contact center leaders.
The Virtual Operations Manager concept augments the role of the human operations manager to make sense of the vast amounts of data being captured by contact center applications. It can then offer, or even automatically take, actions to improve contact center performance based on parameters that can be configured in a low-code/no-code environment.
"While the AI revolution continues to unfold, it's clear that the most compelling use cases are those which put the power of AI into human hands to achieve things that were never possible. With the Avaya Experience Platform as its core platform, this demonstration shows how AI can not only unify data across a connected business ecosystem but use those analytics to perform complex workforce orchestration, giving contact center managers the tools they need to supercharge business growth," said Omar Javaid, chief product officer of Avaya, in a statement. "Our customers are seeking to balance innovation with business growth and ROI while avoiding a rip and replace of their existing infrastructure. As a result, our approach of Innovation without Disruption is embodied in our roadmap, which is designed to deliver modern, customized capabilities through the Avaya Experience Platform."