Avaya, Verint expand AI partnership for customer experience
NEW JERSEY, UNITED STATES — Avaya and Verint, two customer experience (CX) solutions providers, have announced an expansion of their long-standing partnership to deliver advanced artificial intelligence (AI) capabilities for enterprise CX innovation.
This collaboration aims to provide businesses with seamlessly integrated AI-powered solutions to enhance their contact center environments.
Enhanced integration and flexibility
The partnership integrates Verint’s solutions and AI-powered bots into the Avaya Experience Platform, offering customers flexibility to tailor their contact center environment to specific needs, whether on-premise or in the cloud.
This aligns with Avaya’s ‘Innovation Without Disruption’ strategy, enabling brands to add new features across different deployment methods without risking major business disruption.
“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, 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.’”
Exciting update! We've strengthened our longstanding partnership with @Verint to further enhance customer experiences. Learn more about this collaboration: https://t.co/DX4QcgtE3q #CX #AI
— Avaya (@Avaya) October 1, 2024
Cutting-edge AI-powered capabilities
Avaya customers now have access to over 50 AI-powered bots via the Verint Open Platform, with many already delivering AI business outcomes for various Avaya clients.
Verint has recently introduced several new bots to complement its expanding offering:
- Verint Agent Copilot Bots: These bots automate specific contact center tasks and can potentially double agent capacity.
- Verint Knowledge Automation Bot: Utilizing generative AI, this bot searches across multiple enterprise content sources and summarizes results for quick customer responses.
- Verint Genie Bot: Embedded in Verint’s Speech Analytics, this bot leverages customer interaction data to inform business decisions, delivering insights in days rather than weeks or months.
Award-winning partnership between Avaya and Verint
The strength of this collaboration was recently recognized at Verint Engage 2024, where Avaya received two partner awards: ‘Global Partner of the Year’ and ‘Most Verint Certification Badges.’ This achievement underscores Avaya’s leadership in empowering businesses with CX solutions.
John Bourne, Verint’s Senior Vice President of Global Channels and Alliances, congratulated Avaya, saying, “For more than 20 years, Avaya and Verint have worked together to build 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.”
Avaya, with a revenue of $2.5 billion, provides contact center and communications solutions that power immersive, personalized customer experiences. The company operates in numerous countries worldwide, serving millions of customers daily.
Verint, known as The CX Automation Company, offers a wide range of AI-powered solutions for customer engagement optimization. Its revenue for the three months ended July 31, 2024 was $210 million.
Industry impact and future outlook
This partnership between Avaya and Verint represents a significant step forward in the CX industry, combining Avaya’s expertise in contact center and communications solutions with Verint’s AI-powered CX automation capabilities.
As businesses continue to prioritize customer experience, the integration of advanced AI technologies into CX solutions is expected to drive innovation and improve customer satisfaction across various industries.
