Customer experience solutions provider Avaya announced platform integrations and strengthened alliances with Google and Alcatel-Lucent (News - Alert) Enterprise as part of its strategy to help enterprises embrace the cloud at their own pace - without disrupting existing investments in voice technology. The new enhancements redefine the cloud journey for customers by providing immediate access to cloud capabilities while preserving their on-premise environments.
“By seamlessly integrating cloud innovations with Avaya (News - Alert) Experience Platform, Avaya enables customers to embark on their cloud journey confidently and effortlessly. Unlike ‘pure cloud’ vendors, Avaya allows customers to seamlessly layer innovative cloud capabilities onto their existing infrastructure to enhance customer and employee experiences while avoiding significant risks associated with typical ‘rip and replace’ approaches,” said Ahmed Helmy, Global Vice President and General Manager of Avaya Experience Platform, Avaya.
When on-premise and cloud-based solutions seamlessly co-exist, there are less disruptions and this is key for large and complex setups, like critical care hospitals, financial institutions, and government agencies. The strategy ensures seamless compatibility, even in highly sensitive and regulated environments.
With Avaya Experience Platform Connect, organizations can still use their existing on-premises infrastructure for voice routing, call handling, and more and make use of omnichannel voice and digital channels from the cloud.
Avaya has also strengthened alliances with Google (News - Alert) Cloud, resulting in advanced contact center AI solutions. Their Avaya Experience Platform is now validated for Chrome Enterprise, enhancing agent productivity and security in web and cloud-based work environments.
They’ve also continued to invest in their partnership with Alcatel-Lucent Enterprise to support global customers in achieving their digital transformation goals by combining Avaya's powerful Experience Platform with Alcatel-Lucent Enterprise's Digital Age Networking solutions.
“When growth is reliant on experiences, businesses can’t afford to keep riding the roller-coaster of rip, replace and wait,” said Liz Miller, Vice President and Principal Analyst, Constellation Research, Inc. “Revenue is on the line; rolling the dice isn’t a strategy. This is why Avaya has doubled down on a commitment to their customers: Avaya will keep delivering innovation, but no customer gets left behind as the market continues to navigate the journey to the cloud. Avaya’s approach centers around respecting the pace of change and reducing the amount of investment required for organizations to add best-in-cloud technologies onto their Avaya contact center platform and into their larger customer experience processes to drive better business outcomes and enterprise-wide value.”
Edited by
Greg Tavarez
