Avaya and Verint Unite for Enhanced AI-Driven Customer Experiences
Strengthening the Partnership Between Avaya and Verint
In a significant development for customer experience (CX) solutions, Avaya has announced a deepened collaboration with Verint, a recognized leader in CX automation. This partnership reflects a long-standing relationship that aims to empower businesses to enhance customer experiences through advanced technologies. By joining forces, Avaya and Verint are set to deliver innovative solutions that will streamline operations and optimize customer engagement across various channels.
Integrating Powerful AI Solutions
This enhanced partnership enables businesses to utilize Verint's AI-powered bots, fully integrated into the Avaya Experience Platform™. These bots not only facilitate flexibility for clients but also adapt to their unique operational requirements, whether they operate on-premise or in a cloud environment. By adhering to Avaya’s ‘Innovation Without Disruption’ strategy, this collaboration provides businesses with the tools to innovate without fearful interruptions in their operations.
AI Bots Revolutionizing Contact Centers
Avaya customers can now access a robust array of over 50 AI-powered bots through the Verint Open Platform. Businesses deploying these AI and Gen AI capabilities are already witnessing tangible results, reaping the benefits of streamlined processes and improved operational efficiency. The newly introduced bots are particularly significant.
Highlighting New AI Offerings from Verint
Verint has recently expanded its lineup of bots, including:
- Verint Agent Copilot Bots, which automate specific tasks in the contact center, effectively doubling agent capacity.
- Verint Knowledge Automation Bot that applies generative AI to sift through vast enterprise content sources, summarizing findings for quick and effective customer responses.
These advancements underline the firms’ commitment to delivering tailored and intelligent solutions that manifest immediate benefits for users.
Analytics and Insights to Empower Decision-Making
Continuing its trajectory of enhancement, Verint has upgraded its suite of business analytics solutions. The introduction of Verint Genie Bot within their Speech Analytics platform helps teams leverage customer interaction data, providing actionable insights much quicker than before. This means organizations can make data-informed decisions effectively in a matter of days instead of weeks or longer.
Recognition of Partnership Achievements
The strong alliance between Avaya and Verint has not gone unnoticed. Recently, Avaya was honored at the Verint Engage 2024, The CX Automation Conference, where it received two prestigious partner awards: ‘Global Partner of the Year’ and ‘Most Verint Certification Badges.’ This accolade highlights Avaya's exceptional commitment to its partnership with Verint, evidenced by tangible outcomes for its customers.
Eric Rossman, GVP of partnerships and alliances at Avaya, expressed gratitude for this recognition, stating, “Our long-standing partnership with Verint is built on a mutual dedication to empower organizations globally with innovative customer experience solutions. We bring the latest AI features to our joint customers, providing them with the opportunity to innovate their contact centers while minimizing disruption.”
Committed to Continued Innovation
John Bourne, senior vice president of Global Channels and Alliances at Verint, congratulated Avaya on its achievements, acknowledging the pivotal role the two companies have played in shaping the customer experience landscape over more than two decades. Both companies look forward to strengthening this partnership and enhancing their offerings to better meet customer needs.
Through thoughtful integration and a shared vision of improving customer interactions with technology, Avaya and Verint are poised to continue making significant strides in the field of customer experience.
Frequently Asked Questions
What is the purpose of the Avaya and Verint partnership?
The partnership aims to enhance customer experience solutions through advanced AI and automation technologies, benefiting various organizations.
How many AI bots are available for Avaya customers?
Avaya customers have access to over 50 AI-powered bots via the Verint Open Platform, enhancing their operational efficiencies.
What kind of insights does the new Verint Genie Bot provide?
Verint Genie Bot allows businesses to quickly glean insights from customer interaction data, aiding in informed decision-making.
What awards has Avaya received related to its partnership with Verint?
Avaya was awarded ‘Global Partner of the Year’ and ‘Most Verint Certification Badges’ at Verint Engage 2024.
What is Avaya’s strategy regarding innovation?
Avaya’s ‘Innovation Without Disruption’ strategy emphasizes delivering new solutions while minimizing risk to operations.
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