Avaya and Verint Strengthen Their Award-Winning Partnership for Cutting-Edge AI Solutions

On September 30, 2024, Avaya, a global leader in enterprise customer experience (CX), announced an enhanced partnership with Verint, known as The CX Automation Company™. Their enduring collaboration has reinforced their positions as industry leaders in enterprise CX, empowering mutual customers to innovate and enhance customer experiences.

This partnership integrates Verint’s solutions and AI-powered bots into the Avaya Experience Platform™, providing businesses with the flexibility to customize their contact center environments, whether on-premise or in the cloud. In line with Avaya’s ‘Innovation Without Disruption’ strategy, the collaboration with Verint enables brands to introduce new features across various deployment methods without causing significant business interruptions.

Avaya customers now have access to over 50 AI-powered bots through the Verint Open Platform. These capabilities, powered by AI and generative AI, are available to Avaya customers both on-premise and in the cloud, and many are already achieving tangible AI business outcomes across a range of applications.

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Verint has also announced new bots to enhance its rapidly growing offerings:

• Verint Agent Copilot Bots: These bots automate specific tasks in the contact center and can effectively double the capacity of agents.
• Verint Knowledge Automation Bot: This bot uses generative AI to search multiple enterprise content sources and condense the information into a single, easily digestible response for customer inquiries.
• Verint Genie Bot: Recently added to the contact center suite, this bot is embedded in Verint’s leading Speech Analytics and uses customer interaction data to inform business decisions quickly, delivering insights in days rather than weeks or months.

“Our long-standing partnership with Verint reflects our shared commitment to empowering organizations worldwide with innovative customer experience solutions,” said Eric Rossman, GVP of partnerships and alliances at Avaya. “By continuing to align with Verint, we provide our joint customers with the latest AI features to transform their contact centers, demonstrating our dedication to ‘Innovation Without Disruption.’ Leveraging our robust partnership ecosystem, we are uniquely positioned to help brands pursue innovation at their own pace without the disruptions that often hinder progress.”

In recognition of their successful partnership, Avaya recently received two prestigious partner awards at Verint Engage 2024, The CX Automation Conference: ‘Global Partner of the Year’ and ‘Most Verint Certification Badges.’ As the only partner to receive two awards this year, Avaya exemplifies the value and depth of its synchronized partnership with Verint, highlighting its leadership in delivering CX solutions to businesses.

“Congratulations to Avaya for winning two Verint Engage Partner Awards,” said John Bourne, Senior Vice President of Global Channels and Alliances at Verint. “For over 20 years, Avaya and Verint have collaborated to build a customer base that benefits from the successful integration of our enterprise CX solutions. We look forward to further strengthening our partnership and helping our customers achieve AI business outcomes.”