News : Avaya and Verint Extend Workforce Engagement Management for Cloud
Austin, TX & Melville, NY, USA, -- Avaya Holdings Corp. (NYSE: AVYA) and Verint Systems Inc., a Customer Engagement Company ™, (NASDAQ: VRNT) announced an expansion of their partnership to introduce cloud deployments for Avaya Workforce Engagement Management, improving customer experience through operational intelligence in the contact center. Avaya‘s suite of workforce engagement capabilities can be deployed in any manner from on-premises to cloud services supporting public, private or hybrid deployment models.
Verint and Avaya, strategic partners for nearly 15 years, currently provide omnichannel and voice contact center and WEM solutions to customers worldwide, ranging from small-to-medium businesses (SMB) to large enterprises with thousands of seats. Avaya and Verint expect that their current offering will continue to satisfy a wide range of customer requirements, and ongoing co-development will further expand WEM capabilities.
Avaya IX Workforce Engagement is a new offering introduced as part of the Avaya Intelligent Xperiences - or Avaya IX - solution naming architecture unveiled this week at the company’s annual ENGAGE user group conference. Based on input from customers and partners, the new naming will streamline Avaya’s portfolio of solutions and reflect the wealth of experience Avaya brings to bear for customers as they transform digitally and move their solutions into the cloud.
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"Avaya and Verint coming together in the cloud to provide a full range of consumption options without sacrificing capabilities or addressability is a headline moment for their joint customers and for future cloud contact center projects," said Nancy Jamison, Principal Analyst Customer Contact, Frost & Sullivan. "This is a compelling cloud contact center offer with strong WFO/WEM capabilities, and a significant leap forward to meet the needs of a growing market opportunity."
"The cloud consumption availability of Avaya IX Workforce Engagement helps our customers become vastly more agile than ever before in effecting and realizing outcomes from the customer experience transformation," said Chris McGugan, Avaya Senior Vice President, Solutions and Technologies. "Avaya IX Workforce Engagement enables organizations to generate a faster ROI and easily add new capabilities to bolster workforce engagement and productivity that enhances their customer experience."
"Today’s announcement further extends the long and successful partnership between Verint and Avaya, and our customers can benefit from the deeper integration and joint R&D efforts to strengthen the consumption of Avaya IX Workforce Engagement alongside Avaya platforms anywhere," said John Bourne, Senior Vice President, Global Channels and Alliances, Verint. "Avaya IX Workforce Engagement offers a full-featured, unified solution for both cloud and on premise contact centers to meet organizations’ unique needs and budget in a true consumption-based pricing model, suitable for large, multinational enterprises and small to midsize businesses."
Innogy, a large energy company based in Germany with more than 38,000 employees, recently chose the new Avaya IX Workforce Engagement offering for its contact center. "We were faced with an imminent sustainability decision for our on-premise telephony solution with unique and complex requirements from our business to meet the needs of the customer," said Andy Parkinson, Programme Manager, Innogy Business Services UK. "We embarked on an extensive internal review and tender of our Contact Center Technologies and chose Avaya and Verint for their functionality, proven experience and their availability of key skills and the capabilities of their platforms. In partnership with one of their Cloud Partners, 4Net Technologies, they helped us deliver our Cloud Transformation Program over a 12-month period. We have been in production with around 3,000 agents for over 12 months and we feel validated in our choice of going cloud and consuming Avaya and Verint’s Contact Center Avaya IX Workforce Engagement platform."
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Published: Wednesday, January 23, 2019
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