Avaya and Verint are teaming up to provide users with fresh AI product integrations that will help to “drive customer experience innovation.”
The “deepened partnership” will see Verint’s 50+ AI-powered bots now available directly within Avaya’s Experience Platform via the Verint Open Platform.
The integration of these two technologies will provide customers with greater flexibility and the capacity to tailor and personalize their contact center offerings, both on-premise and/or in the cloud.
For Avaya, the extended collaboration is an example of the vendor’s ‘Innovation Without Disruption’ strategy, as it will enable customers to seamlessly leverage Verint’s bots to make improvements and introduce new features without unsettling day-to-day business operations.
This point was discussed in further detail by Eric Rossman, Global Vice President of Partnerships and Alliances at Avaya, who commented:
“Our long-standing partnership with Verint is built on a mutual dedication to empower organizations globally with innovative customer experience solutions.
Avaya’s continued alignment with Verint allows us to give our joint customers the latest AI features to innovate their contact centers, underscoring our commitment to ‘Innovation Without Disruption.
“By leveraging our strong partnership ecosystem, we are uniquely positioned to help brands pursue innovation at their pace without the business disruptions that often get in the way.”
So, let’s take a closer look at some of the bots that Avaya customers will now have access to.
An Army of Bots
In November, Verint announced plans to release 50 specialized bots by January 2024, with an additional 50-100 bots expected before 2025.
These bots, designed to automate tasks and integrate into contact centers, are powered by Verint’s Da Vinci AI architecture, which supports new large language models (LLMs).
The main goal, according to David Singer, Verint’s Global Vice President of Go-to-Market Strategy, is to help customers avoid the complexities of selecting the right LLM and managing issues like prompt engineering, hallucinations, and drift.
While Verint has released a steady stream of bots in the last 11 months – with the full list available on the company’s website – its most recent innovation was announced just last week at the Verint Engage 24 event.
As part of Verint’s Agent Copilot Bots, the Knowledge Automation Bot is designed to search various enterprise sources, including data stores and knowledge bases, to find answers to customer questions.
Using generative AI (GenAI) technology, the tool generates concise responses to be shared with customers, eliminating the need for lengthy content migrations or extensive knowledge management revisions.
During the event, the company also teased a new “Genie Bot” designed to analyze call and voice data, and deliver AI-driven insights and business analytics in the form of a PowerPoint report for leadership.
In addition, the bot addresses time and resource challenges in contact center analytics, enabling quicker access to data without delays caused by backlogged analyst teams.
In discussing the benefits of making the bots available to Avaya customers, John Bourne, Senior Vice President of Global Channels and Alliances at Verint, commented:
“For more than 20 years, Avaya and Verint have worked together to build and grow a customer base that leverages the successful integration of their enterprise CX solutions.
We are excited to further strengthen our partnership and assist our customers in achieving AI business outcomes, now.
More News from Avaya and Verint
In more breaking Avaya news, earlier today the company confirmed the introduction of two new bundles for its on-premise Avaya Experience Platform (AXP) customers.
The company believes that the new offerings will provide users with enhanced AI and public cloud capabilities while maintaining their existing contact center infrastructure.
The first bundle, AXP Essentials, provides noise removal, real-time transcription, agent-assist tools, a unified desktop, workflow integrations, and CRM connectors for platforms like Salesforce and Microsoft Dynamics.
It also includes journey orchestration tools and support for third-party virtual agents.
The second bundle, AXP Advanced, adds more digital channels and offers a full omnichannel experience.
AXP Essentials is priced at $119 per user per month, while AXP Advanced costs $169.
Elsewhere, Verint recently announced another partnership expansion with Five9, via the launch of a new Native Cloud-to-Cloud Platform Integration.
This allows customers to combine solutions from both companies for greater customization of their contact center technology.
Previously, their partnership focused on workforce optimization (WFO), with Five9 offering Verint’s WFO tools. Now, Five9 customers will have access to more Verint solutions, such as Da Vinci bots, knowledge management, and voice of the customer tools.
Verint customers can also integrate Five9’s tech offerings, including voice, Genius AI, and workflow automation.
Both companies plan to enhance their joint services to ensure seamless customer support.
