Avaya & Verint Announce New Integration

In enterprise technology, 15 years is a lifetime. In the past 15 years, we’ve seen the contact center migrate from rows of agents, to a combination of at home agents and chatbots, manual and automated tasks, and modern omnichannel customer service operations. Today, we saw partners of 15 years deepen ties to continue to drive the space.

As Avaya (News - Alert) moves to simplify communications and collaboration, it announced a deeper partnership with Verint, integrating Verint Knowledge Management with Avaya OneCloud CCaaS.

“Avaya and Verint are committed to improving the experiences of both customers and employees by delivering deep technology integration across our SaaS (News - Alert) offerings,” said Anthony Bartolo, executive vice president, and chief product officer, Avaya.

With Verint (News - Alert) Knowledge Management integrated, agent performance is enhanced via “zero-click knowledge.” The Verint patented AI technology ensures consumer patience isn’t tested, delivering accurate information to address more complex customer service requests and empower agents to drive better results.

“Cloud solutions support a faster path to return on investment, which continues to be a strong focus of our product strategy. Verint’s AI-infused knowledge management capabilities surface relevant information in a cognitive and contextual manner to help employees be more responsive to customer needs.”

The Customer Engagement Company recognizes the job of customer service is simply never good enough. Every interaction introduces the opportunity to steer customer experience, and Avaya is further extending exceptional cloud contact center capability for its users.

What’s in your contact center?

Edited by Maurice Nagle