CX leaders to integrate product, go-to-market,
and services to provide a unified, omnichannel suite with
faster time-to-value and accelerated, derisked path to new
innovation for customers with on premises, hybrid, or cloud
contact centers
MORRISTOWN, N.J. and NEW YORK, May 13, 2024
/PRNewswire/ -- Avaya, a global leader in enterprise customer
experience solutions, and LivePerson (Nasdaq: LPSN), the enterprise
leader in digital customer conversations, today announced a new
partnership designed to unify voice, digital, and AI capabilities
into a single omnichannel solution that delivers connected,
personalized customer experiences and accelerates enterprise
digital transformation.
The Avaya and LivePerson partnership enables enterprises to
augment their existing investments in Avaya cloud and
premises-based solutions by deploying market-leading digital,
automation, AI, and analytics capabilities in an integrated
experience — no rip-and-replace or migration required — enabling
transformative outcomes faster with lower cost and substantially
less risk to operations.
As part of the new partnership, Avaya will integrate
LivePerson's award-winning Conversational Cloud platform for
digital customer conversations and conversational intelligence to
power two new, innovative offerings:
- Advanced Digital Capabilities offers dozens of
digital channels, leverages LivePerson's best-in-class messaging,
AI, and conversation orchestration solutions, and natively supports
third-party channels, bots, and LLMs. It will be fully
integrated with Avaya Experience Platform™ premises-based, private
cloud, and public cloud contact center solutions, creating a
connected employee experience with Avaya's unified agent
desktop.
- Unified Insights Capabilities unlocks voice of the
customer data from all channels so enterprises can measure outcomes
through both near real-time and post-conversation insights. This
suite of capabilities takes invaluable data from customer
interactions and makes it available for the rest of the business to
improve processes, inform R&D,and drive strategy. The new
solution leverages LivePerson's conversational intelligence suite,
including Analytics Studio.
"Today's enterprises want to use analytics, digital channels,
automation, and AI to deliver better outcomes for customers, while
attaining new levels of operational efficiency and minimizing
disruption to existing core systems," said Josh Mueller, CMO and General Manager of
Hardware, Avaya. "Partnering with LivePerson brings 'innovation
without disruption' to our customers and partners by enabling them
to bring market-leading digital and AI capabilities, along with
world-class analytics, seamlessly into their existing
operations."
"With Avaya, we're creating an entirely new path for enterprises
to achieve the true ROI of digital transformation and AI right now
— without locking that value behind a years-long CCaaS migration
journey," said John Sabino, CEO of
LivePerson. "Our strategic partnership not only provides a faster
path to better outcomes, but will also power a best-of-breed
omni-channel suite like nothing else in the market today."
Advanced Digital Capabilities and Unified Insight Capabilities
will drive accelerated time-to-value — and reduce the risks of
using AI for customer experience — by bringing together the
capabilities, services and client success motions of both Avaya and
LivePerson, including:
- Interoperability between platforms with a unified workspace,
analytics, and orchestration layer spanning all channels — all
deployable without disrupting investments in existing
customizations, workflows, or infrastructure from either
platform.
- A complete digital suite supporting dozens of channels,
including web, in-app messaging, SMS, WhatsApp, Google RCS, Apple
Messages for Business, Line, Facebook Messenger, KakaoTalk and
more.
- Embedded Conversational AI with native capabilities — as well
as support for third-party bots and LLMs from leading
providers including Microsoft, Amazon, and Google.
- A fully integrated, omnichannel conversational
intelligence suite to unify all voice of the customer and agent
performance data across any voice or digital vendor, all in one
place.
- Access to enterprise-safe generative AI capabilities including
conversation summaries, agent assist tools, specialized AI agents
for routing and data collection, and LLM-powered insights from the
omnichannel intelligence suite.
Additional details around the joint solution will be shared in a
breakout session at Avaya ENGAGE on May
14th at 11:45 AM, at demo
stations in both the LivePerson and Avaya booths during ENGAGE, and
at LivePerson's Spark virtual product launch event on
May 23, 2024.
About Avaya
Businesses are built by the experiences they provide, and every
day, millions of those experiences are delivered by Avaya.
Organizations trust Avaya to provide innovative solutions for some
of their most important ambitions and challenges, giving them the
freedom to engage their customers and employees in ways that
deliver the greatest business benefits. Avaya contact center and
communications solutions power immersive, personalized, and
unforgettable customer experiences that drive business momentum.
With the freedom to choose their journey, there's no limit to the
experiences Avaya customers can create. Learn more at
https://www.avaya.com.
About LivePerson
LivePerson (NASDAQ: LPSN) is the enterprise leader in digital
customer conversations. The world's leading brands — including
HSBC, Chipotle, and Virgin Media — use our award-winning
Conversational Cloud platform to connect with millions of
consumers. We power nearly a billion conversational interactions
every month, providing a uniquely rich data set and AI-powered
solutions to accelerate contact center transformation, supercharge
agent productivity, and deliver more personalized customer
experiences. Fast Company named us the #1 Most Innovative AI
Company in the world. To talk with us or our AI, please visit
liveperson.com.
Forward-Looking Statements
Avaya
Certain statements discussed in this release as well as in other
reports, materials and oral statements that the Company releases
from time to time to the public constitute "forward-looking
statements" within the meaning of the Private Securities Litigation
Reform Act of 1995 (the "PSLRA"). Generally, words such as
"anticipate," "estimate," "expect," "could," "intend," "believe,"
"plan," "target," "forecast" and similar expressions or the
negative thereof are intended to identify forward-looking
statements. Such forward-looking statements reflect management's
current expectations, strategic objectives, business prospects,
anticipated economic performance and financial condition and other
similar matters. Forward-looking statements are inherently
uncertain and subject to a variety of assumptions, risks and
uncertainties that could cause actual results to differ materially
from those anticipated or expected by the management of the
Company. These statements are not guarantees of future performance
and actual events or results may differ significantly from these
statements. Actual events or results are subject to significant
known and unknown risks, uncertainties and other factors, many of
which are beyond the Company's control. It should be understood
that it is not possible to predict or identify all such factors.
Given these risks, investors and analysts should not place undue
reliance on forward-looking statements. Forward-looking statements
speak only as of the date of the document in which they are made.
The Company disclaims any obligation or undertaking to provide any
updates or revisions to any forward-looking statement as a result
of new information, future events or otherwise, except as required
by law. These statements constitute the Company's cautionary
statements under the PSLRA.
LivePerson
Statements in this press release regarding
LivePerson that are not historical facts are forward-looking
statements and are being made pursuant to the safe harbor
provisions of the Private Securities Litigation Reform Act of 1995.
Forward-looking statements are subject to risks and uncertainties,
and actual events or results may differ materially from our
expectations. Some of the factors that could cause events or
results to differ from our expectations include, without
limitation, our ability to execute on and deliver our current
business and product plans and goals, and the other factors
described in the "Risk Factors" sections of our Annual Report on
Form 10-K for the year ended December 31,
2023, filed with the SEC on March 4,
2024 and our Quarterly Report on Form 10-Q for the quarter
ended March 31, 2024, filed with the
SEC on May 10, 2024. Readers are
cautioned not to place undue reliance on these forward-looking
statements, which speak only as of their dates.
Avaya PR
corpcommsteam@avaya.com
LivePerson PR
pr@liveperson.com
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SOURCE LivePerson, Inc.