Avaya has created a showcase for a Virtual Operations Manager built on its Avaya Experience Platform (AXP).
The solution, presented at GITEX Global 2024, centralizes contact center data and operations reports to advise contact center leaders and act on their behalf.
For instance, it may isolate compliance issues, excessive wait times, schedule adherence non-conformities, etc., and recommend fixes.
Leaders may also create follow-up actions via a low-code/no-code interface to ensure insights trigger an appropriate action.
While the Virtual Operations Manager is currently a concept, Avaya could soon make such a solution more readily available to its on-premise, public cloud, and private cloud customers.
The move would follow up on the contact center stalwart’s release of two AI-heavy bundles, unveiled by CX Today earlier this month.
Yet, in presenting this latest concept, Avaya hopes to go further in highlighting how it views the future of human and AI collaboration in contact centers.
That’s the message from Omar Javaid, Chief Product Officer at Avaya, as he geared up to demo the Virtual Operations Manager solution to attendees of GITEX.
"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," he said.
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.
The showcase comes as generative AI (GenAI) and natural language processing (NLP) solutions rapidly become everyone’s best reporting friend.
Indeed, the former can do an excellent job of distilling insight from large data sets.
However, the term GenAI can elicit concern from contact center leaders, especially given the recent AI-related lawsuits and high-profile failures within the CX space.
Recognizing this, Avaya touts its "high levels of security compliance" and ability to combine on-premise and cloud-based technologies as significant differentiators.
Javaid aims to showcase these at GITEX, alongside Avaya’s ability to integrate with complex applications to increase the reach of the Virtual Operations Manager.
Avaya may also stand out at the event when presenting the concept. After all, supervisor-assist announcements normally come as an addendum to agent-assist releases. As such, team leaders may miss many of the new tools available to simplify their work.
By introducing the Virtual Operations Manager, Avaya can illuminate the possibilities and augment their work, so supervisors have more time to focus on what really matters: supporting their teams.
What Else Is Avaya Announcing at GITEX?
Avaya’s "innovation without disruption" strategy guides its roadmap. With this, the vendor strives to deliver on-premise and cloud solutions to meet enterprises where they are and evolve with them.