Avaya Expanding AI-powered Contact Center Capabilities to Improve Customer Experience, Participating with AWS Contact Center Intelligence

Rhea-AI Summary

Avaya (NYSE: AVYA) expands its customer experience capabilities by partnering with Amazon Web Services (AWS). This collaboration enhances Avaya OneCloud CCaaS solutions, integrating AWS AI and ML technologies. The partnership allows Avaya's customers to improve self-service options, real-time call analytics, and post-call insights. As a result, Avaya aims to evolve contact centers into centers of customer experience, ultimately boosting customer satisfaction and brand loyalty. With an installed base of approximately six million seats, Avaya continues to leverage AI innovation.

Positive

• Partnership with AWS strengthens customer experience capabilities.
• Integration of AWS AI and ML enhances self-service and real-time analytics.
• Expands Avaya OneCloud CCaaS offerings to improve operational efficiency.
• Potential for increased customer satisfaction and brand loyalty.

Negative

• None.

Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced an expansion of its artificial intelligence (AI)-powered customer experience capabilities for Avaya OneCloud^TM CCaaS customers, through an extended relationship with Amazon Web Services (AWS). As an AWS Partner offering AWS Contact Center Intelligence (CCI) solutions, Avaya can enable customers to leverage AWS AI Services and Machine Learning (ML) capabilities to drive more rewarding customer and employee experiences across both voice and digital channels through natural, conversation-driven interactions powered by AI and ML.

Avaya’s integration with AWS CCI strengthens its portfolio of contact center solutions delivering enhanced customer engagement through better, faster, and more relevant insights and actions, building brand preference while also improving operational efficiency. Avaya OneCloud CCaaS customers can benefit from AWS ML-powered intelligence to improve self-service, analyze calls in real time to assist agents, and learn from each contact center interaction with post-call analytics, giving customers and customer-facing employees better, faster, and more rewarding interactions.

“As a leading contact center solution provider with an installed base of approximately six million seats globally, Avaya continues to expand AI capabilities that are evolving the contact center into what is now the customer experience center,” said Eric Rossman, Avaya VP, Technology Partners and Alliances. “With real-time insights and fuller context for each customer at your fingertips, brands can meet and exceed their customers’ expectations with each interaction, leading to greater satisfaction and brand loyalty. With AWS, Avaya delivers new AI and machine learning innovation that improves the performance and efficiency of customer experience teams, but more importantly, enables deeper and more meaningful human connections between organizations and their customers.”

Avaya announced that they have joined the AWS Partner Network (APN) as an AWS Select Technology Partner. The integration with AWS CCI extends Avaya’s AWS-based cloud efforts and furthers Avaya’s vision for AI in the contact center. AWS is also a key member of A.I.Connect, an Avaya-led initiative that brings together an ecosystem of vendors and developers taking an active part in building AI-driven solutions. A.I.Connect is accelerating the adoption of AI solutions in CCaaS and UCaaS portfolios, to deliver better customer engagement, drive agent productivity, and increase customer affinity.

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 http://www.avaya.com

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

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Source: Avaya Newsroom

View source version on businesswire.com: https://www.businesswire.com/news/home/20210112005233/en/

FAQ

What is Avaya's latest partnership announcement?

Avaya announced a partnership with Amazon Web Services to enhance its customer experience capabilities through AI and machine learning.

How does the AWS partnership affect Avaya OneCloud CCaaS customers?

The partnership allows Avaya OneCloud CCaaS customers to leverage AWS AI services for better customer interactions and operational efficiency.

What are the benefits of Avaya's integration with AWS AI solutions?

Benefits include improved self-service options, real-time call analytics, enhanced customer engagement, and increased brand loyalty.

How many seats does Avaya have installed globally?

Avaya has an installed base of approximately six million seats worldwide.