The release of new platform integrations and capabilities, as well as expanded partnerships with Google Cloud and Alcatel-Lucent Enterprise, signal the beginning of a growth phase at Avaya.
Avaya has “significant financial resources” with which to drive growth, according to CEO Alan Masarek. Upon exiting Chapter 11 last week, the company claimed to have $650 million available to fund Masarek’s growth projects.
As it emerges from Chapter 11 bankruptcy, Masarek has been busy setting his new CCaaS-centred, “innovation without disruption” vision in place, as well as adding three new hires to its C-Suite.
Avaya Experience Platform
Avaya has added multiple hybrid Avaya Experience Platform services and Avaya Experience Platform Connect.
Platform Connect allows organisations to use their current on-premises infrastructure for voice routing, call handling, and more.
Call Center Elite voice agents can leverage advanced functionalities like WebRTC voice, AI Noise Removal, and unified agent desktops via Avaya Experience Platform Workspaces.
Customers can also improve agent and customer experiences by connecting digital touchpoints to the entire customer journey, expanding agent capacity for voice and digital channels, adding new channels to agents, and leveraging complete and unified views of customer journeys and analytics across all comms channels.
Ahmed Helmy, Global Vice President and General Manager of Avaya Experience Platform at Avaya, said:
“Avaya’s innovation without disruption strategy sets it apart from competitors because it gives organizations the freedom to embrace the cloud journey at their own pace while protecting their existing investments and not disturbing their proprietary voice implementations.
“By seamlessly integrating cloud innovations with Avaya Experience Platform, Avaya enables customers to embark on their cloud journey confidently and effortlessly.
“Unlike ‘pure cloud’ vendors, Avaya allows customers to seamlessly layer innovative cloud capabilities onto their existing infrastructure to enhance customer and employee experiences while avoiding significant risks associated with typical ‘rip and replace’ approaches.”
The Avaya Experience Platform provides tools to create experiences for customers.
Key benefits include more than 130 languages available to the Automation DialogFlow, context data and streamlined CRM integration, upgraded reporting, improved orchestration and self-service, and Released Customer Journey APIs and enhanced self-service APIs.
