The release of new platform integrations and capabilities, as well as expanded partnerships with Google Cloud and Alcatel-Lucent Enterprise, signal the beginning of a growth phase at Avaya.
Avaya has “significant financial resources” with which to drive growth, according to CEO Alan Masarek. Upon exiting Chapter 11 last week, the company claimed to have $650 million available to fund Masarek’s growth projects.
As it emerges from Chapter 11 bankruptcy, Masarek has been busy setting his new CCaaS-centred, “innovation without disruption” vision in place, as well as adding three new hires to its C-Suite.
Avaya Experience Platform
Avaya has added multiple hybrid Avaya Experience Platform services and Avaya Experience Platform Connect.
Platform Connect allows organisations to use their current on-premises infrastructure for voice routing, call handling, and more.
Call Center Elite voice agents can leverage advanced functionalities like WebRTC voice, AI Noise Removal, and unified agent desktops via Avaya Experience Platform Workspaces.
Customers can also improve agent and customer experiences by connecting digital touchpoints to the entire customer journey, expanding agent capacity for voice and digital channels, adding new channels to agents, and leveraging complete and unified views of customer journeys and analytics across all comms channels.
Ahmed Helmy, Global Vice President and General Manager of Avaya Experience Platform at Avaya, said:
“Avaya’s innovation without disruption strategy sets it apart from competitors because it gives organizations the freedom to embrace the cloud journey at their own pace while protecting their existing investments and not disturbing their proprietary voice implementations.
“By seamlessly integrating cloud innovations with Avaya Experience Platform, Avaya enables customers to embark on their cloud journey confidently and effortlessly.
“Unlike ‘pure cloud’ vendors, Avaya allows customers to seamlessly layer innovative cloud capabilities onto their existing infrastructure to enhance customer and employee experiences while avoiding significant risks associated with typical ‘rip and replace’ approaches.”
The Avaya Experience Platform provides tools to create experiences for customers.
Key benefits include more than 130 languages available to the Automation DialogFlow, context data and streamlined CRM integration, upgraded reporting, improved orchestration and self-service, and Released Customer Journey APIs and enhanced self-service APIs.
Expanded Partnerships: Google and ALE
Through its collaboration with Google Cloud, a new generation of contact centre AI solutions has been born, which use Avaya’s contact centre technology alongside Google Cloud’s AI and machine learning capabilities.
Avaya Experience Platform has also been certified for contact centre under the Chrome Enterprise Recommended program for Chrome OS.
ChromeOS and Avaya Experience Platform enhance agent productivity and improve security, according to Avaya.
Its partnership with ALE is also helping its customers to meet their digital transformation goals.
Rukmini Glanard, Chief Business Officer, Alcatel-Lucent Enterprise, said: “Our partnership with Avaya helps both our companies accelerate our customers’ transformation to the cloud by delivering differentiated end-user experiences, particularly in mission-critical situations.
“Avaya Experience Platform is a powerful portfolio that can help businesses of all sizes transform their communications.
“Avaya Experience Platform and Alcatel-Lucent Enterprise Digital Age Networking combine our complementary world-class enterprise solutions to support our customers’ digital transformation. “We believe that this partnership will really help our customers to succeed in the digital age.”
Avaya ENGAGE is currently in progress in Orlando Florida, hosting around 3,000 Avaya customers, partners, and associates.
There will be 90 keynote speeches, and breakout sessions will be given on building great CX and discussing upcoming CX technologies.
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