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with manufacturers on features allowing Potter said, in contrast to voice calls, Roark agreed on flexibility being superior
consumers to report text as junk when which are more tightly regulated and to regulation, although the Commission
deleting messages, which Potter said has required FCC intervention for providers is moving forward with its proceeding on
provided extra data to tune spam filters. to block. “I’m concerned about that being more expansive text authentication rules.
“We start from a standpoint of maximum taken away, or perhaps regulation being The proposed rules include requiring more
flexibility when it comes to messaging,” something of a distraction,” she said. providers on the traffic chain to block texts
from numbers flagged as scammers by
the FCC and requiring measurers to verify
the identity of texters, similar to the STIR/
SHAKEN system for caller authentication.
The FCC is also taking comments on how
AI factors into robocalls and robotexts,
both how it’s used to perpetrate them and
how the Commission might use AI tools
to combat them. At a House oversight
hearing in November, FCC Chairwoman
Jessica Rosenworcel asked Congress
for the authority to collect the fines the
Commission imposes – a job currently left
to the DOJ – and access to more financial
information to help the agency’s robocall
prevention efforts.

Avaya is Named to the Aragon Research Globe™
for Intelligent Contact Centers (ICC) Report Fifth
Consecutive Year

Avaya, a global leader in customer expe- social messaging –delivering effortless agents can now leverage advanced func-
rience solutions, announced it has been experiences for customers and employees tionalities including a personalized unified
named for the fifth consecutive year as a at every touchpoint – bringing together WebRTC desktop. They can embrace digital
Leader in The Aragon Research Globe™ for teams, resources, and insights to maximize channels from the cloud, giving their cus-
Intelligent Contact Centers (ICC) 2024, for contact center performance and experi- tomers a channel of choice to contact them
the Avaya Experience Platform™ with AI ences. AI is increasingly being leveraged in – all without altering existing call flows –
transforming the contact center powering the contact center with GenAI being used and can easily add the technologies they
virtual agents and enhancing the custom- to build virtual agents, some of whom are need to drive better business outcomes.
er experience. According to the report, au- working alongside human agents to pro- “Avaya’s multi-cloud approach, reinvigorat-
thored by Aragon Research CEO and Lead vide call assistance. “Avaya’s API-first strat- ed leadership team, and refreshed prod-
Analyst Jim Lundy, while demand for the egy enables us to bolster connectivity with ucts make the company one to watch,"
modern contact center is here, the race third-party applications such as those used said Jim Lundy, CEO and Founder, Aragon
has only just begun for intelligence within to build virtual agents while paving the way Research. The Aragon Research Globe is
it. “Contact centers have become not only for a more integrated and flexible ecosys- a market evaluation tool that graphically
cost centers but experience centers with tem and delivering an enhanced customer depicts Aragon Research’s evaluation of
AI becoming one of the primary technolo- experience,” said Jay Patel, Global Vice a specific market and its component ven-
gies to enable better experiences through President of Product Management, Avaya. dors. Aragon Research examined 15 major
the use of GenAI,” said Lundy. Avaya Ex- Avaya innovation supports organizations’ providers in a market that focuses on all
perience Platform enables an intelligent existing infrastructure and journey to the forms of collaboration and communication
contact center for organizations to quickly cloud. With Avaya, organizations can trans- based on its three dimensions that enable
and easily layer-on innovative cloud tech- form their on-premises communications comparative evaluation of the participants
nologies delivering an experience that pro- and contact center capabilities through hy- in a given market. “Leaders” are noted as
vides their end-users with more options, brid cloud deployments so they can expe- having comprehensive strategies that align
faster responses, and a more personalized rience technology innovation without busi- with industry direction and market demand
approach. This AI-powered solution allows ness disruption. Organizations can quickly and perform effectively against those strat-
organizations to interact with customers improve both customer and employee ex- egies.
on channels of their choice – chat, email, periences, as Avaya Call Center Elite voice

30 JANUARY-MARCH 2024