Cognigy and Avaya Form Conversational AI Alliance

The extended partnership serves Avaya’s contact center customers

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Published: April 4, 2023

James Stephen

Cognigy and Avaya have extended their partnership to form a conversational AI alliance that serves Avaya’s contact centre customers.

Describing itself as the “market leader in conversational AI”, Cognigy announced its expanded partnership with Avaya at the leading enterprise communications conference and exhibition, Enterprise Connect 2023, which took place in Orlando, Florida, between 27-30 March.

Cognigy’s conversational AI and generative AI solutions are being integrated with the Avaya Experience Platform, allowing Avaya’s customers to create next-generation customer experiences and increase efficiency and employee engagement.

Hardy Myers, SVP Business Development and Strategy at Cognigy, said:

Our partnership with Avaya marks a new era of AI-powered customer service for enterprises.

By combining Avaya’s expertise in communication and collaboration with Cognigy’s innovative Enterprise Conversational AI technology, enhanced with Generative AI, we will transform the way businesses interact with their customers, providing unparalleled personalized and efficient experiences that exceed expectations.”

Cognigy’s Enterprise Conversational AI platform, called ‘Cognigy.AI’, provides personalized service experiences over voice and chat.

The intelligent service can run 24/7 and be scaled to fit the size of the business.

By implementing the Generative AI technology of Cognigy.AI, contact centers gain the empathetic, human-like large language models, as well as the control, reliability, and integrations of enterprise conversational AI.

The Avaya Experience Platform is designed to power customer voice and digital interactions, including text, email, and social, while providing employees with the necessary tools and information to bolster customer loyalty and performance.

Emir Susic, Vice President of Professional Services, Avaya, said: “Avaya’s partnership with Cognigy creates a harmonious balance between our world-class contact center solutions with their industry-leading Conversational AI platform to deliver transformative customer experiences at scale.

“By leveraging our global service organization and Cognigy solutions, we can accelerate our customers’ time to value.”

The partnership aligns with Avaya’s strategy to deliver its customers AI capabilities that can integrate with Avaya management tools.

The solution will provide an elevated and automated customer experience, according to Cognigy, while equipping contact center agents with the means to perform better in a complex and changing environment.

Avaya and Cognigy will be at Avaya Engage in Orlando, Florida, on 18-21 June, where they will be available to discuss their latest partnership and the underlying technology.

Avaya has been on a financial rollercoaster for the last year and a half. It appears the end may be in sight for the cloud communications and collaboration services provider as, in late March this year, the company gained approval for its Chapter 11 bankruptcy. $2.6 billion of debt will be wiped off, the courts decided, paving the way for Avaya to return to a fresh start and financial independence once more.

Cognigy specializes in conversational AI automation. Its Cognigy.AI platform, which can be deployed for SaaS and on-premises setups, enables enterprises to offer natural language conversations with their users on all channels and in every language.

The platform’s intelligent voice and chatbots go beyond FAQ to provide accurate and useful information, which saves contact centers time and money.

Cognigy’s customer portfolio includes Bosch, Lufthansa, Daimler, Salzburg AG, and more.

The conversational AI company hit the top-right corner of the Garner Magic Quadrant for Enterprise Conversational AI Platforms this year, making it an official leader in the industry.



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