Avaya Adds “Significant” Enhancements to its Experience Platform – Staking its Claim for the Enterprise CX Throne

The new capabilities are part of Avaya’s plans to shape the “future of Enterprise CX.”

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Published: May 15, 2024

Rhys Fisher

Avaya has announced a slew of fresh capabilities for its customer experience platform, as the company looks to cement its position as a “leader” in the Enterprise CX space.

Unveiled at Avaya Engage – the organization’s premier CX event – the Avaya Experience Platform (AXP) will benefit from several AI-powered enhancements, including a new “Bring Your Own Bots” framework that enables businesses to select and integrate their chosen digital assistant, ensuring intelligent engagement with consumers across digital channels.

AXP users will also be able to access Avaya Agent Assist as a packaged solution – allowing them to accelerate their AI adoption and implement tools that Avaya claims will reduce agent stress and improve customer interactions.

Moreover, the enhanced CX platform will now include Avaya Ada, the company’s generative AI (GenAI) customer care solution. The virtual assistant is “trained on all things Avaya” and will provide customers and partners with a superior level of support.

Additional features include a simplification of data and analytics management to sophisticate customer journey orchestration, and integrations with Calabrio and Verint to improve AXP’s workforce engagement capabilities.

Soren Abildgaard, EVP and CTO of Avaya, outlined the significance of the company’s fresh capabilities:

The new enhancements to the Avaya Experience Platform reflect a pivotal leap forward in customer and employee experience.

“Leveraging cutting-edge AI and our comprehensive journey orchestration capabilities, our focus is to empower organizations to create personalized, proactive, and fluid experiences that not only build customer loyalty but also drive business growth. ”

While these new enhancements are the latest major announcement from Avaya’s Engage Event, there has also been recent news concerning acquisitions and partnerships – but how will these impact the Avaya Experience Platform?

The Future of Enterprise CX

These new enhancements are part of what Avaya describes as its “unwavering dedication to shaping the future of Enterprise CX” – a point accentuated by the company’s recent acquisition of CCaaS, CPaaS, and UCaaS platform provider, Edify.

Edify provides AI-powered self-service options but is best known for its flagship Edify CX platform that combining CCaaS and CPaaS capabilities.

And its tools and infrastructure have already played a part in enhancing AXP, with Avaya leveraging Edify’s AI capabilities to integrate extra workflow features to enrich the entire customer journey.

Avaya’s recently announced partnership with AI specialist LivePerson has also impacted AXP’s digital engagement and analytics offering.

With the two companies combining to provide a “unified, omnichannel suite,” Avaya detailed how the integration of LivePerson’s solutions will provide users with enhanced interactions across preferred channels and comprehensive conversational insights.

While the enhancements discussed so far have/will all be available to any Experience Platform user, Avaya also announced a new solution specifically designed to target the needs of its largest AXP On-Prem customers.

The company claims that the AXP Private Cloud – Extended Scale tool will boost performance and capacity, leading to streamlined infrastructure management with reduced footprint.

It also ensures call survivability across distributed sites and offers a unified agent pool and system architecture for efficient operations and cost savings.

In addition, the solution simplifies migration while maintaining existing capabilities and integrations, all while prioritizing security and data residency.

Omar Javaid, SVP and Chief Product Officer at Avaya, also gave his thoughts on the overall improvements to AXP and the company’s future plans for implementing AI:

“At Avaya, we understand that the true power of AI lies in its ability to orchestrate complex customer journeys. That’s why we’re excited about the acquisition of Edify and the enhancements to the Avaya Experience Platform.

Together, with our organic development efforts, this represents significant progress in our strategic plan to use AI to deliver seamless, intuitive experiences across every touchpoint

“Our ‘Open and Integrated’ approach means that we’re not just working within our own extensive suite of technologies but also collaborating with leading AI innovators to ensure that our customers have access to the most advanced, cohesive solutions available.”

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