Avaya And Verint To Deliver Advanced AI Solutions

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Avaya, a global provider of enterprise CX, announced a deepened partnership with, Verint, The CX Automation Company™. Avaya and Verint’s ongoing commitment to leveraging their decades-long partnership has helped solidify their industry standing as enterprise CX leaders, empowering their joint customers to innovate and to deliver enhanced customer experiences.

The partnership provides businesses with Verint’s solutions and AI-powered bots seamlessly integrated into the Avaya Experience Platform™. These integrations offer flexibility for their customers, allowing the contact centre environment to be tailored to meet specific needs, whether on-premise or in the cloud. True to Avaya’s ‘Innovation Without Disruption’ strategy, the partnership with Verint further enables brands to innovate and add new features across different deployment methods without risking major business disruption.

Avaya customers have access to 50+ AI-powered bots via the Verint Open Platform. These AI- and GenAI-powered capabilities are currently available to Avaya customers on-prem or in the cloud, and many are already delivering AI business outcomes for a variety of Avaya customers.

Verint recently announced new bots to complement its rapidly expanding offering:

• Verint Agent Copilot Bots automate specific contact centre tasks and can double agent capacity.
• Verint Knowledge Automation Bot uses genAI to search across multiple enterprise content sources and summarise results into a single, easily digestible and quick response to customer questions.

Verint also expanded its contact centre suite of business analytics solutions for business leaders, business analysts and IT, adding Verint Genie Bot. The new bot is embedded in Verint’s market-leading Speech Analytics and leverages customer interaction data to inform business decisions in the contact centre and beyond, delivering insights in days, rather than weeks or months.

“Our long-standing partnership with Verint is built on a mutual dedication to empower organisations globally with innovative customer experience solutions,” says Eric Rossman, GVP of Partnerships and Alliances, Avaya. “Avaya’s continued alignment with Verint allows us to give our joint customers the latest AI features to innovate their contact centres, 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.”