Avaya, a global leader in enterprise customer experience (CX), has deepened its partnership with Verint, known as The CX Automation Company™. This long-standing collaboration has solidified their position as industry leaders, empowering joint customers to innovate and deliver exceptional customer experiences through advanced technology solutions.

Partnership Overview

The renewed partnership between Avaya and Verint integrates Verint’s solutions and AI-powered bots into the Avaya Experience Platform™, offering businesses flexible options tailored to their contact center needs, whether on-premise or cloud-based. Avaya’s strategy of “Innovation Without Disruption” is further enhanced by this collaboration, enabling brands to innovate without major disruptions to their operations.

Key Features of the Partnership

1. AI-Powered Bot Access

   • Avaya customers gain access to over 50 AI-powered bots via the Verint Open Platform.
   • These bots are designed to deliver significant business outcomes and improve operational efficiency within the contact center.

2. New Bot Introductions

   • Verint Agent Copilot Bots: Automate specific contact center tasks, effectively doubling agent capacity.
   • Verint Knowledge Automation Bot: Utilizes generative AI to search multiple enterprise content sources, summarizing responses to customer inquiries in an easily digestible format.
   • Verint Genie Bot: Part of the contact center suite, it leverages customer interaction data to deliver timely insights for business decisions, significantly reducing analysis time from weeks to days.

Leadership Insights

Eric Rossman, GVP of partnerships and alliances at Avaya, remarked:

"Our long-standing partnership with Verint is built on a mutual dedication to empower organizations globally with innovative customer experience solutions. Avaya’s continued alignment with Verint allows us to provide our joint customers with the latest AI features to innovate their contact centers, reinforcing our commitment to ‘Innovation Without Disruption.’"

Verint’s John Bourne, senior vice president of Global Channels and Alliances, congratulated Avaya on their recent recognition:

"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."

Recognition and Awards

Avaya's successful partnership with Verint was acknowledged with two partner awards at Verint Engage 2024, The CX Automation Conference:

• Global Partner of the Year
• Most Verint Certification Badges

As the only partner to receive two awards this year, Avaya continues to demonstrate the depth of its collaboration with Verint, solidifying its leadership in providing innovative CX solutions.

The enhanced partnership between Avaya and Verint signifies a pivotal moment for businesses aiming to improve their customer experience strategies. By leveraging AI technologies and integrating advanced solutions into the Avaya Experience Platform™, both companies are well-positioned to help brands innovate while maintaining operational continuity. This partnership not only underscores their commitment to enhancing customer experiences but also highlights the importance of collaboration in driving industry advancements.