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Avaya Pairs AI Technology With Its CCaaS via Afiniti Partnership

Avaya has announced a new partnership with Afiniti: Avaya AI Routing with Afiniti AiRo. The partnership will bring AI technology to Avaya’s contact center as a service (CCaaS) platform, due to be released in mid-2020. This platform will form a major part of the Avaya Cloud portfolio, Avaya’s effort to restructure its offerings to focus on cloud-based services.

Key benefits of this partnership for Avaya’s CCaaS include:

  • Metrics that track customer retention, first contact resolution, and average handle times
  • Skill-based routing
  • Sentiment analysis

Source: Avaya Investor Presentation. Accessed October 9, 2019

Our Take

There is no doubt that contact center services are moving into the cloud and will likely become the preferred solution for end users. Avaya, in its effort to restructure its offerings to be future-focused, has clearly seen this trend and is following suit – leveraging its current customer base and moving its on-premises systems into the cloud.

In doing so, Avaya will join other major vendors in the telephony space that are supporting their own CCaaS solution. Cisco, for instance, announced in January that new additions to its Webex Contact Center Portfolio will be released from February 2020.

However, as with Cisco and other key CCaaS providers, Avaya is pursuing a subscription-based model for its solution. It remains unclear how this pricing model will fare against Amazon Connect’s unique pay-per-use model. If each vendor’s CCaaS offers essentially the same capabilities, the pricing model will become a weightier decision factor.

Source: SoftwareReviews Avaya Unified Communications Scorecard. Accessed September 9, 2019


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