Avaya and LivePerson Partner to Provide a “Unified Omnichannel Suite”

The partnership allows businesses to leverage capabilities from both CX providers

Contact CentreLatest News

Published: May 13, 2024

James Stephen

Avaya and LivePerson have announced a partnership that enables enterprises to combine their digital, voice, and AI technologies.

Indeed, Avaya customers may soon pull capabilities from LivePerson’s Conversational Cloud platform into their contact center platforms.

No matter if those customers are on-prem, in the cloud, or in a hybrid environment, they may leverage a “unified, omnichannel suite”.

According to LivePerson, this will lead to more connected and personalized customer experiences and act as a digital transformation catalyst for enterprises.

Sharing more, Josh Mueller, CMO and General Manager of Hardware at Avaya, explained:

“Today’s enterprises want to use analytics, digital channels, automation, and AI to deliver better outcomes for customers while attaining new levels of operational efficiency and minimizing disruption to existing core systems.

Partnering with LivePerson brings ‘innovation without disruption’ to our customers and partners by enabling them to bring market-leading digital and AI capabilities, along with world-class analytics, seamlessly into their existing operations.

The move marks the second significant partner announcement of the day, with Avaya also strengthening its partnership with RingCentral.

Bringing LivePerson to Avaya Customers

To help customers leverage LivePerson’s tools as part of the “unified, omnichannel suite”, Avaya has put together two new offerings.

1. Advanced Digital Capabilities

The Advanced Digital Capabilities offering includes a long list of Avaya’s digital channels alongside its unified agent desktop.

Those channelsSMS, WhatsApp, Apple Messages for Business, Google RCS, Line, Facebook Messenger, in-app messaging, KakaoTalk, and more.

They also come augmented with LivePerson’s AI, messaging, and conversation orchestration solutions.

In addition, the offering includes native support for third-party channels, bots, and large language models (LLMs) – including those offered by Microsoft, Amazon, and Google.

The LLMs will power generative AI capabilities like conversation summaries and various other agent-assist tools.

As noted previously, the offering is available for premises-based, private cloud, and public cloud deployments.

2. Unified Insights Capabilities

The Unified Insights Capabilities allow businesses to collect voice of the customer data and agent performance data from every communication channel.

From there, businesses can apply native capabilities from LivePerson’s conversational intelligence suite, which includes its Analytics Studio.

In doing so, they can improve business processes, research and development, and strategy using a combination of near real-time and post-conversation insights.

A Word from the CEO of LivePerson

John Sabino, CEO of LivePerson, believes the partnership will make it easier for businesses to access its cloud contact center capabilities.

“With Avaya, we’re creating an entirely new path for enterprises to achieve the true ROI of digital transformation and AI right now — without locking that value behind a years-long CCaaS migration journey.

“Our strategic partnership not only provides a faster path to better outcomes, but will also power a best-of-breed omni-channel suite like nothing else in the market today.”

A breakout session will provide further insights about the joint solution at Avaya ENGAGE on May 14th, as well as at demo stations in both Avaya and LivePerson’s booths at the event.

LivePerson will also be conducting a virtual product launch event, ‘Spark’, on May 23rd.




Brands mentioned in this article.


Share This Post