transcosmos Composes Effortless Experiences with Avaya OneCloud CCaaS Enhanced by Conversational AI

Avaya announced that transcosmos inc., a Japan-based business process outsourcing giant with a presence in 30 countries and regions is now able to deliver effortless customer experiences on behalf of its clients after implementing the Avaya OneCloudTM CCaaS platform with conversational AI.

Avaya OneCloud™ CCaaS, with Google Cloud™ Contact Centre AI, is the first of its kind to be implemented in Japan and delivers new levels of self-service that both improve the customer experience and increase agent productivity.

Pilot projects using the AI-infused platform are already underway with several transcosmos clients, with the company expecting a significant expansion of the service in the coming year.

The clients already leveraging the platform are taking advantage of advanced virtual agents, which deliver intuitive and natural conversational interactions, with no agent intervention required, across any touchpoint. These self-service options will help transcosmos’s contact centres to improve response times and reduce call volumes.

The solution also aids human agents by providing them with in-the-moment, contextual knowledge on live customer conversations. This removes a significant burden from users, who are no longer required to repeat their issues, while enabling agents to resolve problems more quickly, as they enter every conversation with details on the enquiry.

transcosmos will also use the solution’s built-in sentiment analysis features, powered by natural language processing technology, as a primary source of insights and analytics to drive higher CSAT scores and operational efficiencies.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 168 bases across 30 countries/regions with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients’ excellent products and services to consumers in 48 countries/regions around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever-changing business environment.

Visit us here

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter.

Learn more at