NewsCX Intelligence13 Oct 2022 · 2 min read

Uniphore Adds Depth to the Avaya's OneCloud CCaaS Solution

Uniphore has announced a partnership with Avaya to increase its presence across the Middle East and Africa (MEA). The agreement also adds depth to the Avaya ...

Rebekah Brace

Uniphore has announced a partnership with Avaya to increase its presence across the Middle East and Africa (MEA).

The agreement also adds depth to the Avaya OneCloud CCaaS platform, as customers can now access Uniphore’s pioneering AI and Automation from within the offering.

How Will Avaya Customers Benefit from the Partnership

The partnership provides Avaya with access to Uniphore’s comprehensive "X platform". This integrated conversational AI and automation offering combines automatic speech recognition with RPA, natural language processing, emotion AI, and knowledge AI.

Such capabilities will allow OneCloud users to track, measure, and optimize the contact center journey with in-depth insights.

The Uniphore solution will also bring enhanced self-service capabilities to the OneCloud CCaaS environment alongside real-time agent assistance tools.

By offering agents real-time guidance via in-call alerts and next-best-action suggestions, operations may boost employee productivity.

Meanwhile, call summarization will help automate wrap-time processes, reducing handling times further and enhancing contact center efficiency,

Finally, Avaya customers can unlock new opportunities in quality automation, real-time customer analytics, and bot development.

Bringing Conversational Intelligence to the Contact Centre

Uniphore has rapidly gained attention across the UC and contact center spaces in recent years, thanks to their innovative focus on "Conversational Automation".

The vendor believes that organizations with the best ability to understand their customers and respond according to their specific needs will lead the CX market in the years to come.

Such a focus has captured the attention of Zeus Kerravala, Founder and Principal Analyst at ZK Research. Talking to UC Today, he said:

They’re a very interesting company because they’ve treated conversational AI as a platform. They start with looking at data; then they build voice, and – a few years ago – they bought a company called Emotion Research Labs – which does motion detection and facial recognition – ready for when that becomes more contact center integrated… I like that partnership.

Moreover, these partnerships offer a lot of value for Avaya. After all, while it is a vendor of significant size, it is not a web-scale giant. So, to keep pace with these tech leaders, it perhaps needs partnerships like these to bring in best-of-breed opportunities.

Looking Ahead to a New Age of CX

According to Kennedy Pereira, VP of CCaaS Ecosystem, Partnerships, and Global Alliances at Uniphore, consumers in today’s uncertain world need brands to address their needs quickly and efficiently.

Building on this point, he said:

We are excited to partner with Avaya to enhance CX, better understand customer insights to achieve superior business outcomes, improve employee performances, and lower customer costs.

Ahmad Dorra, the Customer Experience Solutions Sales Leader at Avaya, echoed this sentiment, excited by the possibility of Uniphore magnifying the existing benefits of OneCloud CCaaS.

Indeed, Avaya is striving to build momentum around its CCaaS solution, going full throttle into the space at Gitex 2022.

For more on Avaya’s CCaaS mission and its new metaverse innovation, check out our exclusive interview with Dorra from the event.

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