Customer experience (CX) technologies are reaching new levels of innovation, enabling businesses to create deeper customer connections and new pathways to business growth. This innovation transforms the modern contact center into dynamic experience centers, capable of improving customer interactions across text, email, chat and voice channels – through automation, analytics and of course, the revolutionary ultimate, AI.

Avaya has built a solid foundation for lead CX innovation by integrating advanced capabilities and AI into every facet of customer interaction. This foundation – Avaya Experience Platform (AXP) – helps the world’s largest companies establish a CX strategy designed for success by introducing next-generation technologies at the pace that best meets their needs. Whether opting for an on-premises, cloud, or hybrid solution, businesses using AXP can benefit from a range of enhanced AI-driven capabilities, including orchestration, data analytics, and journey tools customer, without interruption.

An extensive CX ecosystem

But success doesn’t exist in isolation, and Avaya brings another key element essential to CX innovation: A vast ecosystem of partners. By collaborating with a broad range of premier technology partners and AI leaders, Avaya helps businesses benefit from the most advanced range of innovations and CX capabilities available.

This thriving ecosystem of leading customer experience and employee experience (EX) alliance partners helps businesses achieve the precise results they want, with less risk and faster results. A robust ecosystem complements the Avaya platform, so businesses can integrate best-in-class capabilities into a rock-solid infrastructure. It’s a concept Avaya calls “better together.”

Made up of hundreds of partners, The Avaya ecosystem supports a strategy to help organizations innovate without disruption. This includes introducing AI capabilities from top tech players – from Google to Microsoft to Zoom – so customers can integrate AI “on top” of their existing solutions.

Our ecosystem plays a key role in Avaya’s approach to CX innovation, based on key guiding principles:

• Customer journey to the cloud: High-impact CX capabilities are now cloud-based, meaning companies must decide how to implement the cloud while avoiding major disruption to their business. Avaya’s CX approach is to facilitate the transition to the cloud by giving businesses the choice of using an on-premises, cloud, or hybrid strategy. Supported by a “Who’s Who” of technology partners who can deliver new capabilities with speed and simplicity, the Avaya ecosystem enables customers to accelerate their journey with greater precision.

• Open technology: Open systems and APIs are essential to enable rapid and flexible deployments, and Avaya offers deep expertise in this approach. Recognizing that every business has its own preferred environment, AXP was designed as an open platform to easily interface with the capabilities of certified partners, allowing businesses to quickly add advanced technologies as needed. Avaya has conducted compliance testing with hundreds of partner solutions, fostering an open ecosystem that accelerates innovation and deployment, with numerous technology options for customers.

• Retain existing investments: More and more businesses are concerned that the “rip and replace” approach to cloud deployment involves taking several steps backwards before moving forward. Instead, they seek a less disruptive path. In fact, we have customers who first embarked on a cloud replacement journey with others, only to turn to Avaya for a smoother, more personalized approach that leverages existing investments and customizations. Alliance partners play a critical role in delivering advanced solutions that incorporate enhancements such as AI-based virtual agents and automation, while leveraging what still works well.

Advancing AI solutions
The partnership between Avaya and Verint is a great example of our open ecosystem in action. The companies enhanced the customer experience for their joint customers by combining the strengths of Verint’s AI-powered intelligent virtual agents, which provide real-time agent assistance with AXP. Verint adheres to Avaya’s approach to non-disruptive innovation, enabling brands to add new features across different deployment methods while minimizing risk.

The open Verint platform can be integrated with AXP, giving Avaya customers access to over fifty different AI-powered virtual agents, providing advanced automation and CX analytics capabilities. Recently, companies announcement a deepening of their partnership, including access to two new Verint virtual agents that leverage automation and use GenAI to simplify and accelerate customer service.

Conclusion: expand the possibilities

With deep expertise in CX and EX open innovation, Avaya and its alliance ecosystem partners help businesses benefit from a broader range of capabilities, expanding what is possible. New AI-powered service levels lead to happier customers – and business growth. As the Avaya ecosystem grows, you can expect more opportunities to unlock the full potential of an AI-powered platform supported by a wide range of partners.

Learn more on how to leverage the power of Avaya solutions, the AXP platform, and our strategic partnership program, or contact us at [email protected] to discuss your specific needs.