Communications giant Avaya recently announced that it has deepened its partnership with customer experience (CX) automation company Verint as a way of offering shared users more flexibility when it comes to contact center automation.
In the announcement, the companies noted that their enhanced partnership "aims to provide businesses with Verint’s solutions and AI-powered bots seamlessly integrated into the Avaya Experience Platform." These integrations reportedly allow the contact center environment to be tailored to meet specific needs, whether on-premise or in the cloud. Following Avaya’s “Innovation Without Disruption” strategy, the partnership with Verint is expected to further enable brands to innovate and add new features across different deployment methods without risking major business disruption.
Moreover, Avaya customers will 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, said the companies in the announcement.
From a call center perspective, some of Verint’s most compelling bots include its Agent Copilot Bots (which are designed automate specific contact center tasks to essentially double agent capacity), and its Verint Knowledge Automation Bot (which uses generative AI to search across multiple enterprise content sources and summarize results into a single, easily digestible and quick response to customer questions). Verint also expanded its contact center suite of business analytics solutions for business leaders, business analysts and IT, adding Verint Genie Bot. The new bot is embedded in Verint’s Speech Analytics and leverages customer interaction data to inform business decisions in the contact center and beyond.
“Our long-standing partnership with Verint is built on a mutual dedication to empower organizations globally with innovative customer experience solutions,” said Eric Rossman, GVP of Partnerships and Alliances for Avaya. “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.’”
Edited by
Alex Passett
