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Avaya Announces Enhancements to Avaya Experience Platform

By Tracey E. Schelmetic May 17, 2024

Exceptional customer journeys in the contact center today require expanded connectivity to data to support all interactions, regardless of channel. AI and analytics can be used to intelligently gather data from interactions across customer touchpoints and applications, essentially making customer interactions “smarter.”

Customer experience solutions provider Avaya recently unveiled a series of important enhancements to its Avaya Experience Platform (AXP) to further the company’s leadership in enterprise CX. Avaya’s experience platform was designed to help companies maintain their core capabilities while evolving through flexible innovation paths, including on-premises, private cloud, public cloud, or hybrid deployment models.

By offering flexible integration options and enabling customers to leverage third-party solutions through APIs and SDKs, Avaya delivers improved outcomes while providing customers the freedom to innovate and customize their experience, building on top of what already works for them.

The enhancements were designed to enable AI and analytics to orchestrate better customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency and deliver improved outcomes.

Avaya announced that it is also simplifying and elevating the employee experience by unifying existing on-premises capabilities with new cloud-powered innovations into a single, modern agent desktop. This streamlined interface blends voice, digital, and AI-enabled interactions, empowering agents to deliver superior customer experiences more efficiently.

The developments, according to Avaya, were guided by customer insights and serve to enrich the entire spectrum of the customer journey. The goal was to empower businesses to provide more personalized customer and employee experiences, drive business growth and set new benchmarks in the industry.

"The new enhancements to the Avaya Experience Platform reflect a pivotal leap forward in customer and employee experience," said Soren Abildgaard, EVP and CTO of Avaya. "Leveraging cutting-edge AI and our comprehensive journey orchestration capabilities, our focus is to empower organizations to create personalized, proactive, and fluid experiences that not only build customer loyalty but also drive business growth. "

Edited by Greg Tavarez
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