Avaya Unveils Major Enhancements to Avaya Experience Platform at ENGAGE 2024 | Martech Edge | Best News on Marketing and Technology
Avaya Unveils Major Enhancements to Avaya Experience Platform at ENGAGE 2024

customer experience management technology

Avaya Unveils Major Enhancements to Avaya Experience Platform at ENGAGE 2024

Avaya Unveils Major Enhancements to Avaya Experience Platform at ENGAGE 2024

Business Wire

Published on : May 15, 2024

Avaya presents significant enhancements to its Avaya Experience Platform at ENGAGE 2024, reinforcing its position as a leader in Enterprise CX solutions. The updates underscore Avaya's dedication to driving innovation without disruption, empowering businesses to deliver exceptional customer experiences across all touchpoints.

  1. Flexible Innovation Paths:

    • AXP offers flexible deployment options, including on-premises, private cloud, public cloud, or hybrid models.
    • Avaya facilitates seamless integration with third-party solutions through APIs and SDKs, empowering businesses to innovate and customize their CX.
  2. AI-Driven Customer Journeys:

    • Avaya leverages AI and analytics to orchestrate exceptional customer journeys, optimizing interactions and driving efficiency.
    • The platform streamlines experiences by harnessing data from multiple touchpoints and applications, ensuring superior outcomes.
  3. Unified Employee Experience:

    • Avaya enhances the employee experience by unifying on-premises capabilities with cloud-powered innovations into a modern agent desktop.
    • The streamlined interface integrates voice, digital, and AI-enabled interactions, empowering agents to deliver superior customer experiences efficiently.
  4. Strategic Acquisitions and Integrations:

    • Avaya solidifies its AI strategy with the acquisition of Edify, enhancing AXP's workflow capabilities for enriched customer journeys.
    • Integrations with leading solutions like LivePerson, Calabrio, and Verint Bots further augment AXP's capabilities, driving efficiency and effectiveness.
  5. Comprehensive Platform Capabilities:

    • AXP introduces seamless digital access, AI self-service, assisted service, customer journey orchestration, analytics, and workforce engagement features.
    • New connected employee experiences for healthcare professionals optimize workflows, enhancing patient services and coordination.
  6. AXP Private Cloud - Extended Scale:

    • Avaya introduces AXP Private Cloud - Extended Scale, offering enhanced performance, capacity, and infrastructure consolidation for large-scale deployments.
    • The solution ensures 100% call survivability, streamlines orchestration, simplifies migration, and reduces operational costs.

Avaya's enhancements to the Avaya Experience Platform at ENGAGE 2024 signify a significant leap forward in CX innovation. Guided by customer insights and AI-driven capabilities, Avaya empowers organizations to deliver personalized, proactive, and efficient experiences that drive business growth. With a focus on seamless integration and superior outcomes, Avaya continues to set new benchmarks in the industry, shaping the future of Enterprise CX.