Avaya Expands AI Connect Ecosystem

Avaya has expanded its A.I.Connect ecosystem with new partners and partner offers, including an increased focus on new artificial intelligence (AI) capabilities into its unified communications (UC) solutions. Knowmail and over.ai are the newest A.I.Connect partners. They join the broader Avaya ecosystem of companies collaborating on AI and machine learning for unified communications and contact center. Avaya recently expanded its partnership with Verint Systems to incorporate additional AI-powered and cloud solutions.

Avaya's vision for AI in unified communications includes strengthening workforce productivity in the following ways:

  • Enabling employees to deal with massive amounts of content, such as email, IM, messages, and calls, by intelligently prioritizing and responding to the most pressing items first.
  • Leveraging presence to enable best choice first and anticipating optimal channels for communications with peers and workgroups.
  • Offering timely suggestions and voice activation of communication services, simplifying manual or point-and-click interfaces required by many communications channels.
  • Providing personalized visibility to complete, relevant data sets.

"Avaya's deep expertise in creating communications and collaboration experiences for enterprise workers leverages AI capabilities for natural language understanding and personal assistants. With the addition of new AI solutions from companies like Knowmail, over.ai and others, our A.I.Connect initiative continues to expand the ecosystem, helping to provide optimal AI capabilities for strengthening workforce engagement across omnichannel communications," said Eric Rossman, Avaya's vice president of alliances and partnerships, in a statement.

Knowmail brings a highly secure, personalized AI email productivity capability to Avaya's unified communications clients, offering a choice of visual, voice, or mixed experiences.

"We're excited to be part of Avaya's A.I.Connect ecosystem and to bring the power of personalized communications to the Avaya customer base," said Haim Senior, CEO of Knowmail, in a statement. "Through our relationship, Knowmail and Avaya are capable of delivering a wholly new productivity experience, offering email prioritization by urgency, along with predicted next-best-actions, to increase focus, quickly get things done, save time, and stay organized, all within the Avaya Vantage desktop smart phone. This allows professionals more focus and flexibility in their workday, completing urgent tasks even before they can boot and login to their computer in the morning."

over.ai is an AI-enabled voice platform that tackles complex tasks by embracing natural language processing technology. over.ai will bring voice-enabled AI that streamlines communications tasks on Avaya platforms through listening, understanding, and learning from its own environment in real time.

"Enabling organizations to enhance their user experience across every channel will have an enormous impact on productivity and communication," said Noam Fine, over.ai's CEO, in a statement. "We're excited to be able to link over.ai's Voice AI Cognitive Services with Avaya solutions and make this a reality."

In addition, Avaya continues to deepen its overall AI and cloud strategy for the contact center with an expanded resale agreement with Verint. Through this broader arrangement, Avaya customers can now obtain AI-enabled solutions that deliver actionable insights across text and speech channels, plus key knowledge management, feedback, and online community capabilities directly through Avaya and authorized Avaya channel partners.

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Posted January 22, 2019