Avaya has announced a slew of fresh capabilities for its customer experience platform, as the company looks to cement its position as a “leader” in the Enterprise CX space.
Unveiled at Avaya Engage – the organization’s premier CX event – the Avaya Experience Platform (AXP) will benefit from several AI-powered enhancements, including a new "Bring Your Own Bots" framework that enables businesses to select and integrate their chosen digital assistant, ensuring intelligent engagement with consumers across digital channels.
AXP users will also be able to access Avaya Agent Assist as a packaged solution – allowing them to accelerate their AI adoption and implement tools that Avaya claims will reduce agent stress and improve customer interactions.
Moreover, the enhanced CX platform will now include Avaya Ada, the company’s generative AI (GenAI) customer care solution. The virtual assistant is “trained on all things Avaya” and will provide customers and partners with a superior level of support.
Additional features include a simplification of data and analytics management to sophisticate customer journey orchestration, and integrations with Calabrio and Verint to improve AXP’s workforce engagement capabilities.
Soren Abildgaard, EVP and CTO of Avaya, outlined the significance of the company’s fresh capabilities:
The new enhancements to the Avaya Experience Platform reflect a pivotal leap forward in customer and employee experience.
"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. "
While these new enhancements are the latest major announcement from Avaya’s Engage Event, there has also been recent news concerning acquisitions and partnerships – but how will these impact the Avaya Experience Platform?
The Future of Enterprise CX
These new enhancements are part of what Avaya describes as its “unwavering dedication to shaping the future of Enterprise CX” – a point accentuated by the company’s recent acquisition of CCaaS, CPaaS, and UCaaS platform provider, Edify.
Edify provides AI-powered self-service options but is best known for its flagship Edify CX platform that combining CCaaS and CPaaS capabilities.
And its tools and infrastructure have already played a part in enhancing AXP, with Avaya leveraging Edify's AI capabilities to integrate extra workflow features to enrich the entire customer journey.
