MELVILLE, NY and RALEIGH-DURHAM, NC—Verint has expanded its partnership with Avaya to integrate Verint Knowledge Management with Avaya OneCloud CCaaS.

Verint Knowledge Management uses patented, artificial intelligence (AI)-infused search technology to create a more automated, natural, and innovative way to connect people to knowledge. It is an easy-to-use solution that works out of the box, helping provide immediate benefits with a rapid cloud deployment.

Avaya OneCloud CCaaS is a browser-based desktop that consolidates relevant customer details, including customer journey touchpoints, and frequently used applications into a consolidated view. It increases customer responsiveness, eliminates screen switching, and personalizes customer interactions.

Through this deep technology integration between Verint and Avaya, enterprises will be able to empower employees with zero-click knowledge on their desktops to provide instant, accurate, and contextual advice to ensure customer success, fuel agent performance, and maximize employee productivity.

This latest announcement is an expansion of the 15-year-plus Verint and Avaya partnership. Avaya currently incorporates a broad set of Verint solutions on-premise and in the cloud, including recently added Verint SaaS solutions for engagement management, adaptive fraud, and experience management.

“Avaya and Verint are committed to improving the experiences of both customers and employees by delivering deep technology integration across our SaaS [software as a service] offerings,” said Anthony Bartolo, executive vice president and chief product officer, Avaya. “Cloud solutions support a faster path to return on investment, which continues to be a strong focus of our product strategy. Verint’s AI-infused knowledge management [KM] capabilities surface relevant information in a cognitive and contextual manner to help employees be more responsive to customer needs.”

“We continue to build on our strong partnership with Avaya, and this latest integration extends our relationship with SaaS solutions targeted at the contact center and back office for the enterprise and SMB [small midsized business] markets,” said Verint’s John Bourne, senior vice president, global channels and alliances. “This underpins Verint’s commitment to supporting customer success in the cloud and expanding our global partner ecosystem. We are uniquely positioned with AI-based solutions to improve customer and workforce experiences while balancing operational efficiency.”

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