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

Raleigh-Durham, NC – January 12, 2021 – 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 OneCloudTM 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 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.

Contact

Alex Alias and
Julianne Embry

Avaya PR
corpcommsteam@avaya.com
 

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ​ambitions and ​challenges,​ ​giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://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

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