Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation.
The partnership allows enterprises to enhance their existing Avaya solutions with digital, automation, AI, and analytics capabilities without the need for migration, resulting in faster transformative outcomes with lower costs and reduced operational risks.
The new offerings will provide various digital channels and AI solutions integrated with Avaya’s contact center solutions, and Unified Insights Capabilities, enabling enterprises to extract valuable customer data from all channels for improved processes and strategy.
The collaboration aims to deliver innovation without disruption, offering enterprises a faster path to better outcomes and a best-of-breed omnichannel suite. It will provide interoperability between platforms, support for multiple digital channels, embedded Conversational AI, and a comprehensive omnichannel conversational intelligence suite.
“Today’s enterprises want to use analytics, digital channels, automation, and AI to deliver better outcomes for customers, while attaining new levels of operational efficiency and minimizing disruption to existing core systems,” said Josh Mueller, CMO and General Manager of Hardware, Avaya. “Partnering with LivePerson brings ‘innovation without disruption’ to our customers and partners by enabling them to bring market-leading digital and AI capabilities, along with world-class analytics, seamlessly into their existing operations.”
“With Avaya, we’re creating an entirely new path for enterprises to achieve the true ROI of digital transformation and AI right now — without locking that value behind a years-long CCaaS migration journey,” said John Sabino, CEO of LivePerson. “Our strategic partnership not only provides a faster path to better outcomes, but will also power a best-of-breed omni-channel suite like nothing else in the market today.”
Enterprises will have access to generative AI capabilities such as conversation summaries, agent assist tools, specialized AI agents, and insights from the omnichannel intelligence suite.
More information about the joint solution will be shared at Avaya ENGAGE on May 14th and at LivePerson’s Spark virtual product launch event on May 23, 2024.
