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Avaya Infinity Platform review
Abeer ELADAWY
Abeer ELADAWY
Deputy Senior Manager, Customer Interaction Management at a energy/utilities company with 5,001-10,000 employees
Provides omnichannel AI features and has good routing capabilities
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if...

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