NEW JERSEY, UNITED STATES — Avaya and Verint, both providers of customer experience (CX) solutions, have announced they are expanding their long-standing partnership to deliver advanced artificial intelligence (AI) capabilities for enterprise customer experience (CX) innovation.
This move aims to offer businesses seamlessly integrated AI-powered solutions to improve their contact center environments.
Seamless integration for flexible contact centers
The integration of Avaya and Verint technologies will provide customers with greater flexibility to tailor and personalize their contact center offerings, whether on-premise or in the cloud.
This collaboration aligns with Avaya’s “Innovation Without Disruption” strategy, enabling customers to use Verint’s bots to enhance features without disrupting daily operations.
Eric Rossman, Global Vice President of Partnerships and Alliances at Avaya, stated: “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 give our joint customers the latest AI features to innovate their contact centers, underscoring our commitment to ‘Innovation Without Disruption.’ By leveraging our strong partnership ecosystem, we are uniquely positioned to help brands pursue innovation at their pace without the business disruptions that often get in the way.”
Introducing new AI-powered bots
Avaya customers now have access to over 50 AI-powered bots through the Verint Open Platform, many of which are already delivering results for various clients. Verint has recently added several new bots to its offerings, including the Verint Agent Copilot Bots that automate specific contact center tasks and can potentially double agent capacity; the Verint Knowledge Automation Bot, which uses generative AI to search multiple enterprise content sources and summarize results for quick customer responses; and the Verint Genie Bot, embedded in
Recognition of a strong partnership
Highlighting their successful collaboration, Avaya received two partner awards at Verint Engage 2024: “Global Partner of the Year” and “Most Verint Certification Badges.”
“Congratulations to Avaya for being named a winner of two Verint Engage Partner Awards,” said John Bourne, Senior Vice President of Global Channels and Alliances at Verint. “For more than 20 years, Avaya and Verint have worked together to build and grow a customer base that leverages the successful integration of their enterprise CX solutions.”
Avaya, with a revenue of $2.5 billion, provides contact center and communications solutions that power immersive, personalized customer experiences in numerous countries worldwide. Verint, known as The CX Automation Company, offers a wide range of AI-powered solutions for customer engagement optimization, with revenues of $210 million for the three months ended July 31, 2024.
