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SANTA CLARA, Calif.--(company WIRE)--Avaya Holdings Corp. (NYSE:AVYA), the area’s leading provider of contact seat options, and Afiniti, the area’s leading company of AI-primarily based behavioral pairing options, nowadays introduced a strategic partnership to ameliorate commercial enterprise consumer adventure and discourse to middle efficiency via a separate integration of synthetic intelligence into contact middle routing technology.
this primary-of-its-type collaboration will natively combine Afiniti enterprise Behavioral Pairing™ with the market-main, Avaya Contact core platform on which traffic purchasers everywhere reckon for reliability at scale.
Afiniti enterprise Behavioral Pairing discovers and predicts patterns of interpersonal habits to optimally pair valued clientele with agents. With over ninety patents, Afiniti’s know-how examines information and commercially accessible assistance tied to customer id to determine patterns of a success behavioral interactions and applies these patterns in trusty time to force improvements in fitness, traffic profitability, and client pride.
“each commercial enterprise is looking to score more out of their contact core, and AI is the next most notable shift within the means contact facilities operate,” said Jim Chirico, Avaya President and CEO. “Working with Afiniti provides a unique, proven AI providing, and is one more illustration of Avaya investing in transformative technologies to carry unparalleled contact middle efficiency to agencies world wide.”
“This partnership highlights the shift within the communications and collaboration marketplaces against synthetic intelligence and desktop learning technologies as a transformational device for colossal organizations,” stated Zia Chishti, Afiniti CEO and Founder. “nowadays, Afiniti’s AI is assisting to retailer lives and delivering billions of dollars in profitability to their international purchasers. Their new partnership and native integration with Avaya will precipitate up the pace at which their joint purchasers will power exactly measurable cost to their shareholders and clients.”
Watch the video of Jim Chirico, Avaya and Zia Chishti, Afiniti birthright here.
Optimizing interactions between shoppers and brokers results in stronger delight and loyalty, improved distinguished of life, and superior income and profitability. IDC estimates that the worldwide value of income and value transactions flowing during the contact core in 2018 will be about
$5 trillion, reflecting alternatives in healthcare, telecommunications, travel, hospitality, utility, coverage, banking, among different industries with large, buyer-dealing with operations. Avaya and Afiniti are partnering to optimize this market probability.*
“The native integration between Avaya and Afiniti will allow contact seat consumers to quite simply set up synthetic intelligence expertise to achieve measurably greater company consequences,” noted Dr. E. Brent Kelly, foremost Analyst, KelCor, Inc. “This solution can likewise be utilized to a big number of contact middle enterprise metrics together with enhancing revenue, lowering prices and increasing client pride and is primarily attractive as Afiniti reduces customer random by using an influence based mostly pricing mannequin.”
Integrating the Afiniti traffic Behavioral Pairing technology into Avaya’s market-leading outbound and inbound voice routing options, Avaya air of mystery® Contact core Elite, Avaya Proactive Outreach manager and Avaya Oceana®, extends the cost of purchasers’ present Avaya funding whereas including enormously impactful AI capabilities.
study more about the Avaya and Afiniti strategic partnership in the blog birthright here.
This partnership will convey an AI version of Avaya air of secrecy muster seat Elite in the third quarter this yr, enabling agencies to improvement from Behavioral Pairing for each on-premises and cloud deployments. Following this might be integration with Avaya Proactive Outreach manager and Avaya Oceana.
Afiniti remains a charter member of the A.I.connect, an Avaya-led initiative that brings collectively an ecosystem of carriers and developers taking an lively fraction in building AI-pushed options. A.I.connect is accelerating the adoption of AI solutions in contact core and unified communications solutions.
*IDC analysis commissioned via Afiniti, and Afinti analysis
Avaya is a worldwide chief in digital communications application, functions and devices for agencies of utter sizes. Their open, clever and customizable solutions for contact facilities and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intellectual connections and creates seamless communique experiences for their customers, and their purchasers. Their skilled planning, animate and management functions teams animate optimize solutions, for particularly official and efficient deployments. Avaya Holdings Corp. is traded on the NYSE beneath the ticker AVYA. For greater suggestions, tickle talk over with www.avaya.com
Afiniti commercial enterprise Behavioral Pairing™ uses synthetic intelligence to establish refined and valuable patterns of human interaction so as to pair people on the basis of conduct, resulting in more a success interactions and measurable increases in traffic profitability. Afiniti operates utter the artery through the world, and has measurably pushed billions of greenbacks in incremental cost to its consumers.
Afiniti has over 150 deployments in primary companies throughout a number sectors, together with telecommunications, insurance, pecuniary capabilities, hospitality and healthcare, and has optimized greater than 600,000 brokers and seven hundred million shoppers. Afiniti’s technology perpetually learns and improves, analyzing 1.3 million interactions daily to refine its pairings. For extra information, tickle consult with http://www.afiniti.com
Cautionary be awake regarding ahead-searching Statements
This doc consists of certain "ahead-searching statements." utter statements other than statements of ancient truth are "ahead-searching" statements for applications of the U.S. federal and condition securities laws. These statements can be recognized by the exhaust of forward searching terminology akin to "expect," "trust," "proceed," "may," "estimate," "predict," "intend," "may also," "might," "our vision," "plan," "advantage," "preliminary," "predict," "may still," "will," or "would" or the negative thereof or different variations thereof or comparable terminology and consist of, however are not restricted to, anticipated characteristic releases, statements about future products, anticipated cash savings and statements about growth, alternate checklist and improved operational metrics. The company has based mostly these forward-looking statements on its current expectations, assumptions, estimates and projections. whereas the traffic believes these expectations, assumptions, estimates and projections are comparatively cheap, such forward-looking statements are only predictions and contain intimate and unknown dangers and uncertainties, many of that are beyond its manage. The components are mentioned in the business's Registration remark on configuration 10 filed with the Securities and alternate commission, can cause its actual consequences, performance or achievements to vary materially from any future results, performance or achievements expressed or implied by using these forward-searching statements. For an additional checklist and profile of such risks and uncertainties, tickle debate with the company's filings with the SEC that can be institute at www.sec.gov. The enterprise cautions you that the record of crucial components protected within the company's SEC filings may additionally now not involve utter the material elements which are captious to you. additionally, in mild of these dangers and uncertainties, the concerns referred to within the forward-looking statements contained during this report may not basically happen. The enterprise undertakes no responsibility to publicly supplant or revise any forward-looking observation on account of new advice, future routine or otherwise, apart from as in any other case required by using legislations.
supply: Avaya Newsroom
Avaya launched Avaya charisma Contact center, a multimedia labor assignment application for mid-sized contact facilities that connects consumers, agents, and experts. The utility makes exhaust of voice, video, email, or net chat to animate organizations control consumer journey, agent productiveness, and cost-rate reductions inside contact facilities.
Avaya air of secrecy Contact middle seeks to enhance client journey with Session Initiation Protocol (SIP)-primarily based communications. This "more requirements-based mostly strategy to IP infrastructure helps with interoperability across the enterprise,” says Sheila McGee-Smith, president and main analyst at McGee-Smith Analytics, LLC. “Over an SIP network, the exhaust of SIP trunking, they then forward that appellation to the most advantageous accessible resource whether that be someone in Chicago…or an authority in Paris. [SIP creates a truly virtual contact middle across an commercial enterprise.”
In a statement to the clicking, Drew Kraus, analysis vice president of Gartner, spoke of, "[SIP] makes multimodal client service extensively available, as a substitute of restrained to simply large-budget contact centers. With endured adoption of multi-modal contact facilities, and an evolving convivial media space, SIP is a becoming area of interest for organizations."
by using incorporating SIP, as well as a customer's previous background, Avaya aura Contact middle hopes to create collaborative classes in customer care. In making a extra holistic customer event, Avaya seeks to enhance first-name resolution and increase client satisfaction. Avaya air of secrecy Contact middle's unified laptop allows agents to simultaneously manage one voice and 5 non-voice interactions.
within chat, Avaya charisma Contact middle can additionally realize context-sensitive key words that are matched with automatic responses, speeding up agent interaction. Avaya charisma Contact middle can likewise create a listing of consultants who can be reached by the exhaust of voice or IM, thereby cutting back search time for agents.
Avaya has additionally lately released and upgraded several key products. air of mystery personnel Optimization (WFO) allows for Avaya consumers to record and monitor agent audio and panoply undertaking. Proactive Outreach manager (POM) is designed to permit clients to location utter multimedia interactions on a separate platform to increase outbound notification. Avaya has these days upgraded its Avaya IQ retort and adjustments had been made to the air of mystery appellation core Elite applicaiton; Avaya IQ 5.1 enables for an extended capability of 900 clients and air of mystery appellation middle Elite 6.0 offers more suitable faculty for massive firms, as well as adaptive, predictive routing capabilities.
You may likewise depart a public remark involving this text by using clicking on "comments" under.
Avaya muster core 5.0 facets New Capabilities
21 Jan 2008
The telecommunications powerhouse guarantees the new liberate will aid groups ameliorate the overall consumer adventure -- and reduce fees.
01 Jun 2006
VoIP protocol SIP's edge within the contact seat comes with each advantages and caveats.
Avaya Takes a SIP
31 Mar 2009
To streamline and increase customer service, Avaya unveils new contact middle options designed across the architecture of the session initiation protocol.
Avaya Takes a fresh look to be on the Midmarket
11 Jun 2009
industry pundits jabber the newest initiatives will animate the company play catch-up.
Avaya Scales for petite organizations
03 Oct 2009
Pundits and traffic executives disagree with that the brand new IP workplace 5 expands functionality whereas enhancing simplicity -- two factors deemed must haves for success during this sector.
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MINNEAPOLIS, May 28, 2014 (GLOBE NEWSWIRE) -- via PRWEB - Calabrio, a leading provider of contact seat workforce optimization (WFO) and analytics software, today announced continued expansion of its award-winning Calabrio ONE Workforce Optimization Suite in the Avaya marketplace by directly integrating its software with the Avaya Aura Contact seat (AACC), including the Communications Server 1000 platform.
Calabrio's latest direct integration extends the flexibility, functionality and long-term benefits of its user-centric WFO software to new and existing Avaya Aura Contact seat users, without forcing infrastructure upgrades, fancy automatic muster distributor (ACD) hardware.
"We are committed to the Avaya community, and believe companies should believe a preference in both hardware and software. Their direct software integration with AACC puts customers in control," said Tom Goodmanson, president and chief executive officer of Calabrio. "We pride ourselves on creating WFO software with a springy and modern architecture that allows us to seamlessly integrate with any ACD."
Calabrio's direct software integration with the Avaya Aura Contact seat adds to its list of integrations offered, which involve the Avaya Aura muster seat Elite on the Communications Manager platform.
Named a Visionary Vendor for the second consecutive year by Gartner*, Calabrio's integrated WFO suite provides the contact seat with a modern, reliable and springy software platform. Calabrio ONE offers users with a consistent sustain and interface across muster recording, property management, workforce management; and speech, text and desktop analytics solutions.
Calabrio is a gold member of the Avaya DevConnect program; fraction of the Avaya program since 2008. The Avaya DevConnect program enables businesses to confidently add best-in-class capabilities to their network, precipitate deployment of new applications and reduce both network complexity and implementation costs.
A complete list of product announcements, industry accolades and other company tidings is available in Calabrio's Media Center.
For more information about Calabrio and Calabrio ONE, visit http://www.calabrio.com.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact seat workforce optimization software that's easy to implement, exhaust and maintain. Calabrio ONE includes muster recording, property assurance, workforce management, speech analytics, desktop analytics and performance-based dashboards and reporting. Calabrio ONE is springy – providing product bundles and add-ons that build it easy for customers to originate with the birthright set of applications and features for their traffic today, then build on their success with new applications and features as their traffic matures and their needs evolve. Calabrio ONE is built on a modern architecture that allows the contact seat to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers and executives. Calabrio is a gold member of the Avaya DevConnect program. Find tidings and information at http://www.calabrio.com.
Follow Calabrio on Twitter at: http://www.twitter.com/calabrio
Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. utter other trademarks mentioned in this document are the property of their respective owners.
*Gartner, Inc., Magic Quadrant for Contact seat Workforce Optimization, Jim Davies, November 20, 2013. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims utter warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
This article was originally distributed on PRWeb. For the original version including any supplementary images or video, visit http://www.prweb.com/releases/2014/05/prweb11888967.htmHaberman for Calabrio Tim Nelson +1 612-436-5543
Avaya, a global provider of traffic collaboration and communications solutions and services, today announced an agreement with TeleTech Holdings, Inc TTEC, -1.31% a leading global provider of analytics-driven, technology-enabled customer rendezvous solutions, to launch a new cloud offering based on Avaya's Customer sustain Management (CEM) solution.
The agreement enables TeleTech to host Avaya applications in its US-based data centers, allowing the company and its subsidiaries to deliver sophisticated Contact seat as a Service (CCaaS) solutions to their cease customers. The new model is expected to significantly broaden TeleTech's industry-leading focus on customer sustain management solutions for businesses with new highly springy options for enterprise and SME clients.
TeleTech will leverage the virtualized capabilities of the Avaya Aura(R) platform to deliver private, public and hybrid cloud offerings to its clients. The Avaya Aura platform includes Communication Manager, Contact seat Elite, Avaya muster Recording and Elite multi-channel applications. TeleTech will be able to extend this robust contact seat feature set of tools, applications and services to its clients in a simple, pay-as-you-use monthly utility pricing model. The shift to a operating expense model will offer TeleTech clients greater flexibility to scale up and down with traffic needs and better manage pecuniary impacts.
As fraction of the Avaya solution, the Avaya Control Manager (ACM) will provide TeleTech with granular multi-tenant administration through roles-based access management that includes provisioning, license usage tracking, profile usage for output to billing, and historical cradle-to-grave contact seat reporting.
Quotes "Clients are seeking ways to ameliorate their customer sustain with sophisticated new capabilities, but likewise reduce complexities and costs by transforming their operational and pecuniary traffic models. They believe the TeleTech cloud powered by Avaya is an ideal solution for their clients, providing the liberty to select the services, tools and applications they require on their terms and on their timelines in order for their businesses to flourish." Brian Shepherd, executive vice president, TeleTech Customer Technology Services
"Cloud service providers believe a growing scope of technologies and a variety of requirements to accommodate on behalf of their traffic clients. This means clients and service providers requisite flexibility in applications and cloud delivery models, scalability and financing. Avaya's colleague hosted CEM solution provides that flexibility, helping service providers fancy TeleTech to build profitable, long-term relationships with their clients and cease customers." Joe Manuele, vice president, Global Service Providers, System Integrators and Cloud, Avaya
Tags Avaya, contact center, contact seat as a service, CCaaS, CEM, customer service, customer sustain management, collaborative cloud, TeleTech, TSG.
About TeleTech TeleTech, founded in 1982, is a leading global provider of analytics-driven, technology-enabled services that puts customer rendezvous at the core of traffic success. The Company offers an integrated platform that combines analytics, strategy, process, systems integration, technology and operations to simplify the delivery of the customer sustain for Global 1000 clients and their customers. This holistic multichannel approach improves customer satisfaction, increases customer loyalty and drives long-term profitability and growth. From strategic consulting to operational execution, TeleTech's over 40,000 employees speaking over 50 languages deliver results for clients in the automotive, communications and media, pecuniary services, government, healthcare, technology, transportation and retail industries. Through the TeleTech Community Foundation, the Company leverages its innovative leadership to ensure that students in underserved communities around the globe believe access to the tools and support they requisite to maximize their educational outcomes. For additional information, tickle visit www.teletech.com and www.4tsg.com.
About Avaya Avaya is a global provider of traffic collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of utter sizes around the world. For more information, tickle visit www.avaya.com.
"Certain statements contained in this press release are forward-looking statements. These statements may be identified by the exhaust of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. They believe based these forward-looking statements on their current expectations, assumptions, estimates and projections. While they believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond their control. These and other notable factors may cause their actual results, performance or achievements to vary materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, tickle mention to Avaya's and TeleTech's filings with the SEC that are available at www.sec.gov. Avaya and TeleTech disclaim any goal or responsibility to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise."
Follow Avaya on Twitter, Facebook, YouTube, LinkedIn, Flickr, and the Avaya Connected BlogAvaya Media Contact Deb Kline Avaya P: +1 908.953.6179 E: email@example.com TeleTech Media Contact Jeanna Blatt TeleTech P: +1 303.397.8507 E: firstname.lastname@example.org
SOURCE: Avaya Inc.
(C) 2014 Marketwire L.P. utter rights reserved.
(pictured above: Spoken Communications President & CEO Mohamad Afshar, left, with Avaya President & CEO Jim Chirico)
**Editor’s Note: tickle click here for a recap of the biggest channel-impacting merger and acquisition tidings from November and December.**
AVAYA ENGAGE — Fresh out of chapter 11 bankruptcy, Avaya opened its annual Engage conference Monday in New Orleans by announcing it is acquiring Spoken Communications, a provider of enterprise contact-center-as-a-service (CCaaS) offerings.
The conference, Avaya’s biggest Engage ever, has drawn more than 3,000 partners and customers to the expansive Easy. Jim Chirico, Avaya’s president and CEO, told attendees the “rumors of Avaya’s death believe been greatly exaggerated.”
“We’re back and stronger than ever,” he said. “When someone knocks you down, it’s how you score up and how you carry yourself that matters. It’s a new day, it’s a new team, it’s a new company. We’re at the dawn of the journey, and they gawk forward to helping steer you on yours.”
Last month, Avaya emerged from chapter 11 bankruptcy with about $350 million in cash and a limited less than half of the debt it had when it filed last January. And earlier this month, Avaya officially became a publicly traded company on the New York Stock Exchange (NYSE).
Chirico said the following are among Avaya’s key focus areas: transforming the company to drive revenue growth; developing compelling plans for taking immediate action; edifice a “world-class organization that attracts the best talent”; innovating so it can provide partners and customers with a competitive advantage; and being “customer-led in everything they do.”
Avaya will spend more on R&D, people and processes, and possibly more M&A, he said.
“We’re playing to win,” Chirico said. “We’re going to be aggressive.”
The Spoken acquisition, which includes more than 170 patents and patent applications, will be funded by cash on hand. It follows on the heels of a co-development partnership formed by Avaya and Spoken final year to provide CCaaS offerings to Avaya’s traffic process outsourcing customers.
Terms of the deal, which is expected to immediate this quarter, were not disclosed.
Spoken Conversation Center, Spoken’s CCaaS, provides a set of synthetic intelligence (AI)-enabled conversational services from a globally available cloud-first platform that contact centers exhaust to analyze, learn from and respond to customer conversations. Spoken’s cloud-native, multitenant architecture is integrated with Avaya Aura and Elite technologies. As a result, it likewise provides an architecture for both Avaya’s omnichannel offerings, such as Oceana, and it’s UCaaS.
Chirico said the Spoken deal is a “game-changer and certainly differentiates us from the past.”
“This marriage enables you, their customers and partners, to really evolve to the cloud at the pace that you want with the latest technologies to leapfrog everyone else and attain distinguished things,” said Mohamad Afshar, Spoken’s president and CEO. “Our successful partnership has demonstrated that working together, Avaya and Spoken can deliver a compelling, cloud-native CCaaS portfolio for Avaya customers that offers every customer, from petite and midmarket businesses to global enterprises, a seamless path to …
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