Avaya and LivePerson have announced a partnership that enables enterprises to combine their digital, voice, and AI technologies.
Indeed, Avaya customers may soon pull capabilities from LivePerson’s Conversational Cloud platform into their contact center platforms.
No matter if those customers are on-prem, in the cloud, or in a hybrid environment, they may leverage a "unified, omnichannel suite".
According to LivePerson, this will lead to more connected and personalized customer experiences and act as a digital transformation catalyst for enterprises.
Sharing more, Josh Mueller, CMO and General Manager of Hardware at Avaya, explained:
"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.
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.
The move marks the second significant partner announcement of the day, with Avaya also strengthening its partnership with RingCentral.
Bringing LivePerson to Avaya Customers
To help customers leverage LivePerson's tools as part of the "unified, omnichannel suite", Avaya has put together two new offerings.
1. Advanced Digital Capabilities
The Advanced Digital Capabilities offering includes a long list of Avaya's digital channels alongside its unified agent desktop.
Those channelsSMS, WhatsApp, Apple Messages for Business, Google RCS, Line, Facebook Messenger, in-app messaging, KakaoTalk, and more.
They also come augmented with LivePerson’s AI, messaging, and conversation orchestration solutions.
In addition, the offering includes native support for third-party channels, bots, and large language models (LLMs) - including those offered by Microsoft, Amazon, and Google.