NEW DELHI: Avaya Holdings today announced that it has expanded its Technology Partner alliances program through a new agreement with Koopid, the next-generation, AI-powered Customer Experience Orchestration platform, designed to enable seamless self-service customer journeys.
Avaya’s Technology Partner program is made up of strategic partnerships, formed over decades, with some of the world’s most admired technology brands. Through direct R&D engagement, deep product integration, and strong services and support relationships, these alliances deliver powerful capabilities through innovative solutions, built on the open communications platforms preferred by Avaya’s customers.
Koopid’s powerful AI and machine learning models connect siloed channels and deliver a single brand experience to customers, meeting them at their preferred channel and at their desired interaction pace. All customer interaction data is persisted and curated for analyzing context, automation opportunities, personalizing customer interactions and increasing agent productivity.
Koopid’s technologies can now be integrated into Avaya’s market-leading contact center solutions, enabling seamless transitions from AI-driven customer self-service to live human assistance on chat or voice, while providing agents with conversational context with a record of current and historical interactions. This delivers an improved customer experience as well as operational benefits across both digital and voice channels.
“Customers today demand well-informed and intelligent conversations and companies are constantly looking at newer ways to enhance services while improving time to resolution and reducing cost. Koopid is a valued Avaya partner and the decision to enter into this partnership strengthens our focus to provide a seamless end-to-end customer experience management and our ability to grow together and service customers better. With this partnership, agents can interact with customers simultaneously on voice and digital channels and leverage virtual agents to complete transactions. We are hopeful that this association, we will be able to define the future of hyper-personalized customer journeys, and result in significant improvements in time to resolution, cost of resolution and NPS,” said Vishal Agrawal, Managing Director, Avaya, India & SAARC.
“Avaya is recognized as a global leader for providing solutions that enhance and simplify communications and this partnership bolsters our capability to meet and exceed the evolving needs of customers, while also speeding up the agent’s workflow and time to customer resolution. Koopid’s out-of-the box integrations with Avaya call handling, routing as well as agent desktop software is enabling agents to provide efficient and informed service through delivering context of current and historical interaction and intelligent agent suggestions.” said Venkatesh Krishnaswamy, CEO, Koopid.
“Our customers have deployed solutions in domains like citizen services, IT services, advisory services, travel, hospitality, healthcare and boutique retail. We hope that this relationship will further extend the significant lead that Avaya enjoys in the communication space, while also expanding the Koopid footprint in the market,” added Krishnaswamy.
Avaya and Koopid recently collaborated on an AI-powered chatbot designed to transform legacy resident-city interactions for several smart city projects in UP and Haryana. The chatbot can address residents’ queries with great accuracy, pulling instantaneously from a vast database of knowledge. Moreover, the chatbot can relay this information quickly, eliminating the need for long queues and waiting times.
Citizens can interact with the bot for complex form submission services as well. It allows citizens to type their question into the chat window, receive an instant response from a virtual digital assistant and even fill out online forms. If citizen enquiries cannot be handled by the bot, the chat can be escalated to a human agent, along with the chat history, so that the issue can be addressed without needing to recap previous interactions.
Koopid’s entry into the Avaya Technology Partner program will also benefit Avaya’s channel partners, who will be able to propose advanced, integrated solutions – like the AI-powered chatbot developed for these smart city projects – to their customers and deploy them with ease.
Bharti Airtel appoints Naval Seth as head of investor relations
NEW DELHI: Bharti Airtel, India’s leading communications solutions provider, today announced the appointment of Naval Seth as the Head of Investor Relations. In this role, Naval will spearhead Airtel’s representation amongst investors, lenders, equity partners, & financial institutions and will report to Soumen Ray, Chief Financial Officer.
Welcoming Naval to the role, Soumen Ray, Chief Financial Officer, Bharti Airtel said: “We are delighted to have Naval with us. His deep relationships with the investment community, strong subject knowledge in Equity Research and Capital Markets will add immense value to the company as we steer ahead in our growth journey. I wish Naval the very best”
Naval joins Airtel from Emkay Global Financial Services Limited where he was Deputy Head of Research. Prior to that, he had worked with ICICI Securities Limited. Naval brings with him over 14 years of experience in Equity Research and Capital Markets. He has a deep research experience across both B2B and B2C facing businesses along with a trusted relationship with the investment community.
Over the years, Naval has been recognized for in-depth and differentiated research across the sectors- Telecom, Media and Consumer Discretionary. He has also been consistently voted by institutional investors and also ranked in Asia Money polls.
Asus India hires Tribhuwan Joshi
NEW DELHI: Taiwanese tech giant – ASUS, today, announced the appointment of Tribhuwan Joshi as Lead – Corporate Communications, PR and CSR, Consumer and ROG PC Business, ASUS India. He will oversee communications and brand reputation practice for ASUS’ consumer, lifestyle, and gaming device segments in the Indian market.
Commenting on the appointment, Paramjeet Singh Mehta, Marketing Head Consumer PC & Gaming, Systems Group at Asus India, said “As we continue to invest in talent, we are focused on identifying and providing opportunities to people where they can have the greatest impact on our business. Tribhuwan is a welcome addition to our team. His rich experience and in-depth understanding will help us in elevating the amazing work that we have been doing across the country.”
Tribhuwan will be driving Integrated Communications Strategy, Reputation Management, Brand Communications CSR Initiatives, Influencer & KOL Management for corporate & consumer campaigns, and drive market-specific campaigns for ASUS India. He has over 15 years of cross-functional experience across corporate and agencies. He has looked after communications strategy for some renowned organizations including Fujifilm India, HTC India, Panasonic India, Anchor by Panasonic, MSL Group India, and Team Orange PR.
On the announcement, Tribhuwan Joshi, Head – Corporate communications, PR and CSR, Consumer and ROG PC Business, ASUS India said, “It has been an absolute delight to have been associated with a robust brand like ASUS, which has been one of the leaders in the technology space. I am thrilled and ecstatic to embark upon this new journey and responsibility. I keenly look forward to working with the leadership team in strengthening the brand and its communications approach, while being devoted to exploring the best for the company’s growth.”
Elon Musk ropes in Sriram Krishnan as Twitter’s technology executive
NEW YORK: Sriram Krishnan, an Indian-American technology executive, is helping out Twitter’s new owner Elon Musk as he revamps the social media giant following its acquisition by the billionaire entrepreneur.
Krishnan is a general partner at Silicon Valley venture capital firm Andreessen Horowitz (a16z).
Now that the word is out: I’m helping out @elonmusk with Twitter temporarily with some other great people. I (and a16z) believe this is a hugely important company and can have a great impact on the world and Elon is the person to make it happen, Krishnan tweeted.
Krishnan added that he is still very much in my day job at @a16zcrypto. If you’re a crypto founder, you know how to find me!.
According to his profile on Andreessen Horowitz’s website, Krishnan invests in early-stage consumer startups and serves on the boards of companies Bitski, Hopin, and Polywork.
Prior to joining a16z, Chennai-born Krishnan held numerous senior product roles and most recently, he led core consumer teams at Twitter where he was responsible for products including the home timeline, new user experience, search, discovery, and audience growth, his profile said.
Previously, he created and oversaw various mobile ad products for Snap and Facebook, including Snap’s Direct Response ads business and the Facebook Audience Network, one of the largest networks in display advertising, his profile said. Krishnan started his career at Microsoft where he touched numerous projects related to Windows Azure.
Author of “Programming Windows Azure” published by O’Reilly, he also co-hosts with his wife Aarthi Ramamurthy The Good Time Show’ on Clubhouse, a nightly show through which they interview innovators around tech and culture.
He is an alumnus of SRM Engineering College, Anna University where he did his Bachelor of Technology (B.Tech) in Information Technology, according to his LinkedIn profile.
Last week, Musk completed the USD 44 billion acquisition of Twitter and ousted chief executive Parag Agrawal, legal executive Vijaya Gadde, Chief Financial Officer Ned Segal and General Counsel Sean Edgett.
Musk, according to reports, plans to rethink the company’s content moderation policies and permanent bans for users who previously violated the platform’s policies, including former President Donald Trump, although he said over the weekend that no major decisions have been made yet. He also is reported to be planning large layoffs at the company.
Musk has said the process of gaining a prestigious “blue tick” will be revised. Reports said the firm could start charging USD 20 per month to be verified. Many of Twitter’s most prominent verified users said they would leave if it tried to implement the plan.
Stephen King, an American author, tweeted: “USD 20 a month to keep my blue check? F that, they should pay me. If that gets instituted, I’m gone like Enron.
Hours later, Musk replied to King: We need to pay the bills somehow! Twitter cannot rely entirely on advertisers. How about USD 8?
A blue tick is currently free and a way of signalling an account is authentic. While there has been no official confirmation of the plan, on Monday Musk appeared to acknowledge the speculation in a new tweet which said: “On no, all our diabolical plans have been revealed!!”
In a separate development, Musk has denied a New York Times report that he plans to lay off Twitter workers before the start of next month to avoid having to make payouts.
The New York Times reported that Musk had ordered major job cuts across Twitter’s workforce.
Citing people with knowledge of the situation, the report said that some managers were being asked to “draw up lists of employees to cut.
The newspaper said the layoffs would take place before November 1, when workers were due to receive grants of shares in the company as a major part of their pay deals. But replying to a Twitter user asking about the report, he said: “This is false.”
The takeover has prompted discussion among Twitter users over what the platform will look like under Musk’s ownership, the BBC said.
Some have voiced concerns that more lenient free speech policies would mean people banned for hate speech or disinformation may be allowed back to the platform.
Source: Press TRust of India
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