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Avaya and LivePerson Partner for 'Innovation Without Disruption'

By Tracey E. Schelmetic May 20, 2024

One of the ways companies are embracing digital transformation today is through the unification of voice, digital and AI capabilities. In this sense, “unification” means they need to be available in the context of a single omnichannel solution that allows agents to deliver connected, personalized customer experiences.

So, Avaya and LivePerson recently announced a new partnership designed to unify voice, digital and AI capabilities into a single omnichannel solution that delivers connected, personalized customer experiences and accelerates enterprise digital transformation. The goal of the partnership is to enable enterprises to augment their existing investments in Avaya cloud and premises-based solutions by deploying digital, automation, AI and analytics capabilities in an integrated experience — no rip-and-replace or migration required — enabling transformative outcomes faster with lower cost and substantially less risk to operations, said the companies.

Under the terms of the new partnership, Avaya will integrate LivePerson's Conversational Cloud platform for digital customer conversations and conversational intelligence to power two new offerings. The first, Advanced Digital Capabilities, leverages LivePerson's messaging, AI, and conversation orchestration solutions, and natively supports third-party channels, bots and large language models (LLMs). It will be fully integrated with Avaya Experience Platform premises-based, private cloud and public cloud contact center solutions, creating a connected employee experience with Avaya's unified agent desktop.

The second offering, Unified Insights Capabilities, was created to bring voice of the customer data from all channels so enterprises can measure outcomes through both near real-time and post-conversation insights. This suite takes data from customer interactions and makes it available for the rest of the business to improve processes and drive strategy. The new solution leverages LivePerson's conversational intelligence suite, including Analytics Studio.

"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."

Edited by Alex Passett
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