Cloud-based deployments bring new operational
intelligence capabilities to more contact centers to transform
customer experience
Avaya ENGAGE® 2019-- Avaya Holdings Corp.
(NYSE: AVYA) and Verint Systems Inc., The Customer Engagement
Company ™, (NASDAQ: VRNT) today 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 tens of thousands of 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.
“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.”
Avaya IX Workforce Engagement delivers the full spectrum of WEM
functionality including voice call and screen compliance recording
with full encryption, quality monitoring, performance management,
workforce management, speech analytics, customer feedback and
desktop process analytics. It includes pause and resume controls to
assist with adherence to information security compliance
frameworks. Customers can apply these cloud services as a
stand-alone Avaya IX Workforce Engagement solution enabling
existing installations of Avaya contact center technologies.
Alternately, call center workloads can be migrated or implemented
in the Avaya cloud alongside Avaya IX Workforce Engagement.
“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.”
Key benefits of Avaya IX Workforce Engagement include:
Generate Fast Return on Investment
- Pay only for what is needed; choose a
service package that meets your specific business requirements
- Minimize upfront investment and take
advantage of usage-based pricing
- Quickly add new functionality as it is
needed
Improve Customer Engagement and Productivity
- Securely capture, analyze and store
customer and agent interactions to pinpoint areas of excellence and
guide improvements
- Help every agent become a superstar
through interaction evaluations
Simplify Operating Environment
- Choose from private, public, hybrid or
mixed cloud deployment
- Secure, available and flexible
environment
- Dynamic elastic scaling and rapid
provisioning
- Secure and compliant multi-tenant
architecture within public cloud deployments
- Get automatic software updates and
upgrades at no additional cost or effort with no disruption to
business
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.”
Additional Resources
- Click to here to connect with an Avaya
sales representative
- Learn more about Avaya’s Performance
Management portfolio
- Read the sales brochure
- Check out the “Is Your Contact Center
Ready for a Workforce Optimization Solution” infographic
- Read the “Using Workforce Optimization
to Enhance Your Customer Experience Strategy” white paper
- Download the “Optimizing the Agent
Journey to Perfect the Customer Journey” white paper
About Verint Systems Inc.
Verint® (Nasdaq: VRNT) is a global leader in Actionable
Intelligence® solutions with a focus on customer engagement
optimization, security intelligence, and fraud, risk and
compliance. Today, over 10,000 organizations in more than 180
countries—including over 85 percent of the Fortune 100—count on
intelligence from Verint solutions to make more informed, effective
and timely decisions. Learn more about how we’re creating A Smarter
World with Actionable Intelligence® at www.verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2018, our Quarterly
Report on Form 10-Q for the quarter ended October 31, 2018, and
other filings we make with the SEC. The forward-looking statements
contained in this press release are made as of the date of this
press release and, except as required by law, Verint assumes no
obligation to update or revise them or to provide reasons why
actual results may differ.
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications
experiences for customers and employees. Avaya builds open,
converged and innovative solutions to enhance and simplify
communications and collaboration – in the cloud, on-premise or a
hybrid of both. To grow your business, we’re committed to
innovation, partnership, and a relentless focus on what’s next.
We’re the technology company you trust to help you deliver
Experiences that Matter. Visit us at www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology and include, but
are not limited to expected feature releases and statements about
future products, expected cash savings and statements about growth,
exchange listing and improved operational metrics. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
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 its control. The factors are discussed in the
Company’s Registration Statement on Form 10 filed with the
Securities and Exchange Commission, may cause its actual results,
performance or achievements to differ materially from any future
results, performance or achievements expressed or implied by these
forward-looking statements. For a further list and description of
such risks and uncertainties, please refer to the Company’s filings
with the SEC that are available at www.sec.gov. The Company
cautions you that the list of important factors included in the
Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, considering these risks and
uncertainties, the matters referred to in the forward-looking
statements contained in this report may not in fact occur. The
Company undertakes no obligation to publicly update or revise any
forward-looking statement as a result of new information, future
events or otherwise, except as otherwise required by law.
Source: Avaya Newsroom
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version on businesswire.com: https://www.businesswire.com/news/home/20190122005279/en/
Alex Alias, Avayaalalias@avaya.com
Amy Curry, Verintamy.curry@verint.com
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