Avaya hosted its flagship ENGAGE event last week, with thousands of partners and customers descending on Denver, Colorado.
The conference did not disappoint, with Avaya making a host of announcements across three days.
Here are UC Today's top takeaways from Denver.
Avaya’s RingCentral Relationship is Tighter Than Ever
Avaya and RingCentral announced a new hybrid solution at Avaya Engage, combining RingCentral’s AI-powered cloud communications with Avaya’s Aura on-premises platform.
This solution allows Avaya Aura and Avaya Cloud Office (ACO) users to collaborate seamlessly and choose their preferred call control functionality. It also integrates Avaya's existing solutions with RingCentral’s video calling, messaging, and RingSense AI features, enhancing productivity and collaboration.
Key advancements include increased availability of RingSense AI for Avaya Aura customers, offering features like live transcriptions and video summaries to improve efficiency.
Additionally, the partnership will enhance ACO phone capabilities within Microsoft Teams by June 2024, providing seamless integration with RingCentral’s cloud PBX features.
The Avaya Experience Platform (AXP) public cloud contact centre will also be integrated within ACO, promoting unified communications and contact centre operations.
Avaya CEO Alan Masarek and RingCentral CEO Vlad Shmunis emphasised the partnership’s goal of simplifying business communications while offering reliable, enterprise-grade cloud solutions.
Avaya Experience Platform Continues to Grow
Avaya revealed enhancements for its Avaya Experience Platform (AXP) to strengthen its position in the Enterprise Customer Experience space.
The new features include several AI-powered upgrades, such as a "Bring Your Own Bots" framework allowing businesses to integrate their preferred digital assistants.
The platform now offers Avaya Agent Assist as a packaged solution to accelerate AI adoption, reduce agent stress, and improve customer interactions. Additionally, Avaya Ada, a generative AI virtual assistant, has been introduced to provide superior customer support.
The platform's data and analytics management has been simplified to enhance customer journey orchestration, with integrations from Calabrio and Verint boosting workforce engagement capabilities.
A new solution, AXP Private Cloud – Extended Scale, targets the needs of large on-premises customers by improving performance, capacity, infrastructure management, and call survivability.
Avaya executives highlighted the company's commitment to using AI to create personalised, proactive customer experiences and foster business growth through strategic innovation and partnerships.
