Sales Alert January 2021

Avaya joins AWS Contact Center Intelligence Solutions

Ecosystem

What Happened
Amazon Web Services (AWS) Announces the Global Expansion of How to Use This Document
Contact Center Intelligence Solutions Ecosystem
This document should be used
as a resource to provide key verbal speaking
Summary Details points for reactive discussions with customers and
Amazon Web Services is announcing the global expansion of AWS other external audiences.
Contact Center Intelligence (CCI) solutions powered by AWS AI Do not distribute to customers.
Services and made available through an expanded community of
AWS partners. AWS CCI solutions enable customers to leverage off-
the-shelf functionalities powered by AWS machine learning (ML) with their current contact
center provider to gain greater efficiencies and deliver increasingly tailored customer
experiences — with no machine learning expertise required. AWS CCI solutions use a
combination of AWS ML-powered services for text-to-speech, translation, enterprise search,
conversational AI, transcription, and language comprehension capabilities.

Today we are delighted to announce Avaya, as an AWS Technology Partner, has been
selected as part of the AWS CCI ecosystem. Customers who require a custom solution or
seek additional assistance with AWS CCI integrations can contact Avaya, a key AWS
Technology Partner. This addition gives Avaya customers the opportunity to benefit from
AWS ML-powered contact center intelligence capabilities to enhance self-service with
advanced Natural Language Processing (NLP) and Natural Language Understanding (NLU)
capabilities enabled by Amazon Lex.

Assessment / Impact
AWS CCI is a set of pre-configured solutions available through participating APN partners,
focused on three stages of the contact center workflow: Self-Service, Live Call Analytics and
Agent Assist, and Post-Call Analytics.

• The Self-Service solution uses ML-driven chatbots and Interactive Voice Response
(IVR) to address and deflect the most common tasks and queries so that the contact
center workforce can focus on higher value-add work, such as complex queries and
interactions requiring empathy. The Self-Service solution utilizes Amazon Lex’s
conversational interface and Amazon Polly’s text to speech voices to create a
dynamic virtual agent and supports multiple languages including English, French,
German, and Spanish. Adding Amazon Kendra can expand the bots’ ability to find
the best answer from internal knowledge bases.
• The Live Call Analytics & Agent Assist solution helps with the creation of real-time ML
capabilities to increase staff productivity and improve customer engagement. This
solution combines Amazon Transcribe to perform real-time speech transcription with
Amazon Comprehend to automatically analyze the interaction, detect call sentiment,
and identify key words and phrases in the conversation using natural language
processing (NLP). These key words can then utilized by Amazon Kendra’s intelligent

Avaya Inc. Proprietary and Confidential.

 Sales Alert January 2021

search to help agents find timely and accurate responses to resolve calls faster.
Amazon Translate can be used added to translate the conversation into an agent’s
preferred language.
• Similar to live call analytics, the Post-Call Analytics solution combines Amazon
Transcribe high-quality transcripts with Amazon Comprehend NLP capabilities and
Amazon QuickSight visualization tools to helps drive deeper quality management
insights through automatic analysis of post call data, generating actionable insights
such as product and service feedback loops that can be used to benefit the rest of
the organization, or the best performing interactions such as those ending with a
positive sentiment score.

While AWS CCI offers value in many aspects of Avaya’s AI strategy in the contact center,
today’s announcement (and the current focus of Avaya’s efforts) center specifically around
Self-Service solutions and the introduction of Amazon Lex-based chatbot capabilities in
digital and voice channels.

Talking Points
Who is the Amazon CCI customer?
Medium to large enterprise companies in any industry, currently using a Contact Center
solution other than Amazon Connect.

• Targeted personas are either Line of Business (LoB) leaders who understand the
value of enhancing customer experiences in contact centers with AI, or more
traditional IT/CC buyers (Head/Director of Customer service operations) which want
to increase efficiency/reduce costs by modernizing their existing contact center
infrastructure without replacing it.
• Amazon targets 2 main personas:
o 1) Line Of Business (LoB) owner (CEO, CMO, CXO, Chief customer officer)
across verticals, who sees potential to differentiate their business with better
CX leveraging AI, and quickly adapts to new constraints amplified by the
Pandemic (higher CC traffic, need for cost efficiencies, remote work). Our
main target is the intersection of AWS and partners with an installed base for
which CCI is a natural fit.
o 2) IT / Contact center leaders who have a mandate to enhance their CC
operations with machine learning and do more with less.

For Avaya, these customers are most likely to be existing AWS customers seeking to bring
additional workloads to their existing contractual spend commitments within AWS.

Solution messaging
AWS CCI Self Service enables customers to build powerful chatbots and AI-driven Interactive
Voice Response (IVR), customers can find answers or complete transactions without the
assistance of a live agent 24/7/365.

By partnering with AWS, we reinforce customer choice in terms of the AI capability sets the
customer wishes to utilize within our contact center frameworks (i.e. a ‘bring your own AI’
approach), and further assist them in meeting their AWS spend commitments by enabling
integration of Lex-based capabilities with our CCaaS solutions.

Avaya Inc. Proprietary and Confidential.

 Sales Alert January 2021

Resources
Read and Share the Avaya Press Release - Avaya Expanding AI-powered Contact Center
Capabilities to Improve Customer Experience, Participating with AWS Contact Center
Intelligence

Avaya Inc. Proprietary and Confidential.