avaya.

com

Avaya Centrum

Chatbot
Instant, automated and effective service

Offer instant, 24x7, When engaging with brands on social media, customers
agentless response expect lightning quick responses. But round-the-clock
to enquiries management of social platforms and digital channels by
human agents can cause operational costs to skyrocket. If
received on your
you want to deliver support that is always instantly
company's website available, you need to turn to intelligent automation.
and main social
media channels.
Optimize your
Enable Self-Service Via Social Media
helpdesk, while
Introducing Chatbot, part of the Avaya Centrum Partner Program, which enables
reducing the instant, automated service for incoming request on your organization’s key social
workload on your media platforms.

customer service In its base form, this solution can be setup to automatically respond to requests and
agents. answer frequently asked questions posed by visitors to your company’s website,
Facebook or Twitter pages. When required, the Chatbot can seamlessly handover to
human agents, while providing detailed context of the engagement until that point.

Building on this functionality, the Chatbot can be extended to serve customers via
WhatsApp, and even customized to enable them to execute transactions via this
channel.

In-built support for all industry-leading AI-engines means you can further augment
the intelligence of this solution.

While the Chatbot can be implemented as a stand-alone solution, its full potential is
unlocked by integrating it into your Avaya Contact Center platform, enabling
advanced features such as intelligent routing and powerful reporting.

© 2020 Avaya Inc. All Rights Reserved. 1

Fact Sheet / Chatbot avaya.com

Business Benefits
What Our Customers Say
The Chatbot enables you to enhance customers' perception of your support
“Over half of the service by offering intuitive, user-friendly self-service and instant responses,

service request
around-the-clock.

we receive on By efficient answering FAQs, this solution reduces the workload on your contact
Facebook are for center, optimizing helpdesk efficiency and enabling agents to focus on more

simple enquiries
complex requests.

such as our store Information For Partners

locations and As with all Avaya Centrum modules, implementation of the Chatbot, is expertly
timings, product managed by Avaya’s qualified Service Delivery Partner, enabling our partners to
focus on the sale and customer relationship.
ranges, warranty
policies and so Technical specifications:
on. These are all
• Hardware Requirements: Processor (Minimum 2.4 GHz), Minimum 16 GB RAM,
efficiently Disk Space: 200 GB available disk
handled by the • Virtualized Platforms (VMware, Hyper-V) are supported

chatbot - keeping • Microsoft Windows Server 2016 (64-bit) with Microsoft SQL Server 2016
•
our customers
Client workstation: Microsoft Internet Explorer, Firefox browser or Google
Chrome
happy, without • Avaya Contact Center Select R7+, Multi-Channel Agent licenses

overworking • Hosting of Chatbot Widget on customer’s website (to be managed by

agents.”
– The IT Director at a leading
electronics retailer
customer’s website provider)
• Public IPs, SSL Certificates, Domain Names, and API approval from Facebook to
be provided by the customer
• Public access to Chatbot server
• Customer to provide detailed overview of business work-flow and pre-defined
FAQs with answers

Licensing:
The Avaya Chatbot Enables:
Chatbot is available in three variants with licenses for a) popular social media
English language customer platforms and website support; b) popular social media platforms, website and
support. WhatsApp support; c) and popular social media platforms, website and WhatsApp
support with Avaya Contact Center integration.
Instant self-service via Facebook
Messenger, Facebook comments,
Twitter Direct Messages and
WhatsApp – depending on scope How to buy:
of customer’s requirements.
Chatbot can be ordered through authorized Avaya Distributors or by contacting
Convenient Q&A development our Sales team
and maintenance via web-portal.

Escalation to live agent with

seamless handover and chat
transcript.

Professional Services driven

customization to enable
management of customer
transactions via WhatsApp.

© 2020 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States
and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks,
respectively,of Avaya Inc. 01/20 2