Avaya brings ENGAGE 2019 User Conference with intelligent cloud solutions

Avaya Holdings Corp. has opened its annual Avaya ENGAGE Conference, January 20-23, for the community of contact center and unified communications users, and has introduced new innovations to simplify and enhance converged business communications. Among the announcements, the company is unveiling a simplified branding architecture for its solutions portfolio, based on input from customers and partners that reflects the wealth of experience Avaya brings to bear for customers as they transform digitally and move their communications to the cloud.

Avaya Intelligent Xperiences or Avaya IX encompasses the entire portfolio of solutions for Contact Center, Unified Communications and Collaboration, and conveys the convergence of business communications to an intelligent platform underpinned by customer-led innovation. The product families within the Avaya IX portfolio include -

Avaya IX Digital Workplace -

* Calling

* Meetings

* Collaboration

* Devices

Avaya IX Digital Contact Center -

* Voice

* Omnichannel

* Desktop

* Workforce Engagement

* Avaya IX Mobility

* Call deflection to digital

* Identity management

Artificial intelligence (AI) innovation spans the Avaya IX portfolio, including bots for virtual assistance, conversational intelligence enabling real-time transcription and intent detection, and intelligent pairing for greater customer and agent optimization.

Additionally, the Avaya IX portfolio of communications solutions is available across multiple UCaaS and CCaaS cloud deployment options, including public, private and hybrid as part of the Avaya OneCloud platform. Avaya OneCloud provides organizations of all sizes the full elasticity, security and reliability they need for an easy migration to cloud communications that meets their specific requirements at their own pace.

The company is also introducing a new private cloud delivery model of its Avaya OneCloud solutions for Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), providing enterprise organizations with a convenient, seamless path to the benefits of cloud communication; plus a cloud offering for workforce engagement enabling employees to drive extraordinary customer and business outcomes. 

“We are committed to a customer-led approach to innovation that enables Avaya users to provide experiences that matter for customer and workforce engagement, and this includes our comprehensive cloud communications portfolio across all business segments,” CEO Jim Chirico told the 2,500 customers, partners and industry influencers in attendance at the conference. “We’ve heard from you the need for flexibility and options for solutions delivered via public, private or hybrid cloud. Our customers have told us they are looking for simple, comprehensive solutions for contact center, unified communications and collaboration from a single, trusted partner.”

As a leader in the convergence of business communications, the company is also addressing one of the biggest opportunities for improved collaboration by expanding its cloud-native application ecosystem with the availability of an integrated Slack app for Avaya communication platforms. Avaya’s open and agile ecosystem continues to extend the innovation and application integration available to its customers from a wide range of technology leaders sharing Avaya’s vision.

The company has announced new customers implementing its Avaya IX Mobility solution to accelerate the digital transformation of their contact centers, enhance smartphone interactions, drive down costs, and deliver better customer experiences. Avaya IX Mobility is a consumption-based cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact center, and enables selected calls to be deflected to the mobile web for a mobile application-enriching digital customer service experience.

Another highlight at Engage 2019 is Avaya’s Loyalty2gether program. Designed to help customers migrate to a digital platform, the Loyalty2gether program makes it easy and cost-effective to upgrade to the latest Avaya unified communication solutions with flexible options for cloud, premise, and hybrid installations.

Additionally, the company is announcing unprecedented, life-saving device location reporting capabilities that are now available as parts of Avaya communications solutions for emergency response management, providing real-time information that can help make the difference in life or death situations.