Avaya has released two new bundles for its on-premise Avaya Experience Platform (AXP) customers.
The bundles aim to give those customers new AI and public cloud capabilities while allowing them to keep their core contact center platforms on-premise.
In releasing the packages, Avaya is again delivering on its “innovation without disruption” strategy.
After all, customers can choose the best-fit bundle and layer it over their existing infrastructure.
The first package is AXP Essentials. It offers a starting point for Avaya customers to build on what they already have, with noise removal, real-time transcription, and agent-assist capabilities.
Also available within the bundle is a unified desktop, “advanced” workflow integrations, and connectors to CRM systems, including Salesforce, ServiceNow, and Microsoft Dynamics.
Avaya also mentions journey orchestration tools, which likely stem from its recent Edify roll-up, and an open framework to integrate a third-party virtual agent into the Avaya environment.
The second bundle is AXP Advanced. It offers everything Essentials does, alongside additional digital channels and an “omnichannel experience”.
AXP Essentials is available for USD 119 per user per month, while AXP Advanced costs USD 169.
Avaya shared the news with CX Today ahead of the upcoming GITEX 2024 event, where attendees may deep dive on the company’s latest offerings.
Ahead of the event, Omar Javaid, Chief Product Officer at Avaya, told CX Today: “Our latest solution packages – AXP Essentials and AXP Advanced – offer a simple yet powerful new way for our AXP On-Prem customers to unlock innovation by layering advanced CX capabilities on top of their existing investments.
They are designed to meet specific customer demands, enabling businesses to amp up experiences through AI and other cloud capabilities using existing investments – without disrupting their business.
While the bundles may contain everything an enterprise contact center requires, Avaya customers can overlay a series of add-ons.
These add-ons include a unified communications platform, proactive outreach solution, conversational analytics capabilities, and workforce engagement management tools.
Avaya also boasts a broad third-party integration ecosystem, which has expanded significantly in recent months. That follows the announcement of several close partnerships with the likes of Afiniti, LivePerson, and Zoom.
Meanwhile, Avaya has also bolstered its long-term RingCentral partnership, with the two enterprise communications stalwarts now sharing 500,000 seats.
However, this latest announcement is perhaps Avaya’s most significant in 2024 as it focuses its AI muscle on on-premise operations and swims against the industry tide.
Liz Miller, VP & Principal Analyst at Constellation Research, made this observation before stating: “This continues Avaya’s strategy to empower existing on-prem customers to leverage public cloud resources over the top of their existing investments and customizations that so many loathe to walk away from… especially with business, revenue, and operations critical processes and dependencies.
It also could prove to be a winning migration strategy of customer-driven and dictated migration as opposed to racing towards a forced deprecation date.
Several of Avaya’s traditional rivals have taken some flack for announcing such depreciation dates, with Genesys the prime example when it announced that it would limit all its innovation to the cloud last year.
Elsewhere, CX Today shared the news on Monday that Nuance will stop “sustaining support” for its on-premise contact center IVR technology in June 2026.
Given such announcements, Avaya can reassure on-premise contact centers of its continued support, which its “innovation without disruption” mantra emphasizes.
Over time, these customers will leverage hybrid architectures, which more cautiously utilize the benefits of cloud contact center technology.
