Avaya is deepening its integration with Google Cloud to use the AI and cloud capabilities of both companies.
The outfit is embedding Google Cloud’s machine learning technology within Avaya conversation services powering the contact centre, enabling easy integration of digital AI capabilities for consistent and intelligent customer experience.
Avaya is one of the Google Cloud partners participating in an early access program aimed at augmenting next-generation contact centres with various Google Cloud Contact Center AI technologies. Google Cloud joins a growing number of AI innovators in the Avaya A.I.Connect ecosystem.
Avaya has adopted Kubernetes to empower Avaya solutions with microservices and containerisation, taking a cloud foundation design approach in their solution offerings. This gets out of the basic hosting and virtualisation approaches used by many vendors, and enables organisations to runa hybrid cloud deployments for their communications infrastructure, delivering the benefits of cloud solutions while avoiding the one-size-fits-all limitation offered by other providers.
The outfit has added Google Cloud Platform as a deployment option for its portfolio of communication and collaboration offerings, providing cost benefits through additional customer choice for cloud deployment.
These efforts complement several other Avaya and Google Cloud integrations, including:
- Avaya OneCloud for contact centre and unified communications feature an identity engine and provisioning built natively in Google Cloud Platform and fully support single sign-on and native integration with G Suite.
- Avaya IX Collaboration meetings-as-a-service is natively built on the Google Cloud Platform and is available globally.
- Avaya OneCloud CPaaS is integrated with Google IoT Cloud and natively supports Google speech services, transcription, and storage for robust real-time messaging solutions across IoT-enabled devices and applications. This allows IoT solutions to deliver real-time event awareness over Avaya’s reliable communications framework
- Avaya Vantage desktop smartphones are Google Mobile Services (GMS) certified and offer a unified “out of the box” experience with pre-loaded Google apps, as well as the ability to obtain additional third-party apps for specific business or personal needs.
McGee-Smith Analytics. President and Principal Analyst, Sheila McGee-Smith said: “Avaya’s expanding partnership with Google Cloud promises exciting developments across multiple facets of Avaya’s portfolio. From a contact centre 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 embrace the cloud fully.”
