Avaya Connects Physical AI, Digital Channels and Human Care, Podcast

“The physical and the virtual can come together to deliver a consistent experience across everything the enterprise does.” In this Technology Reseller News podcast, Doug Green speaks with Tony Lama, Senior Vice President and General Manager of Avaya Software, about how Avaya is extending customer experience beyond the traditional contact center. The discussion focuses on Avaya’s work with avatarin, whose AI-powered robots can be deployed in airports, retail locations and other physical environments. Using Avaya Infinity, organizations can connect those interactions with virtual assistants, contact center agents and back-office teams. The goal is to preserve context as customers move between physical, digital and human interactions. A robot may handle a routine request, for example, before seamlessly transferring a more complex or sensitive issue to a live person. “We are not in the world of building robots,” Lama says. “We are building platforms that can be used for enterprise-wide orchestration.” Lama also explains Avaya’s open approach to AI. Rather than locking customers into a single AI provider, Infinity allows enterprises and partners to connect their preferred models, applications and data platforms. The platform can be deployed in the cloud, on premises or in a hybrid environment, giving organizations a path to modernization without sacrificing security, data sovereignty or existing Avaya investments. For enterprises, MSPs and channel partners, Avaya’s message is clear: start with the customer experience, then connect the technologies needed to deliver it. Listen to the podcast to learn more about Avaya Infinity, physical AI, agentic AI and enterprise customer-experience orchestration. Learn more at Avaya.com. The post Avaya Connects Physical AI, Digital Channels and Human Care, Podcast appeared first on Telecom Reseller / Technology Reseller News.