Avaya ENGAGE is Over, But We’re Only Just Getting Started

I’ve worked a lot of events over the years at Avaya, but I have to say none of them compare to what I’ve seen this week at ENGAGE 2018. Fresh off momentum from the historic milestone of going public, the enthusiasm and excitement were unreal. Over 3,000 Avaya customers, partners and executives from around the world joined together in one of our most cultured and creative cities—New Orleans—to collaborate, discover and learn about the future of communication and its impact on digital transformation.

Several exciting announcements cemented the New Avaya and its commitment to moving at cloud-speed. Perhaps most notable was Avaya’s acquisition of Spoken Communications, a leading innovator in Contact Center as-a-Service (CCaaS) solutions and a provider of transformative, real-time customer experience management applications built on conversational artificial intelligence (AI). Spoken’s capabilities will extend our industry-leading offerings to enable a clear cloud migration path for global contact center customers, no matter where they are on their cloud journey. Customers can get exactly what they need—multitenant capabilities, rapid change management, on-demand options—on the same Avaya products they know and trust. We look forward to strengthening Spoken’s technical resources and bringing them into the Avaya family.

This week, Avaya also announced its most compelling migration program to date: the new technology program that offers Communication Service 1000 (CS1000) customers flexible upgrade options with Avaya Aura® or Avaya IP Office™ in cloud, premise or hybrid deployments. The program empowers organizations to rethink the communication and collaboration solutions that drive their business, while helping to reduce costs and optimize resources. The program fuels our focus of putting customers at the forefront of everything we do.

In the mix were also several highly-anticipated product reveals, including the announcement of new advancements made to our cloud-based AI solution: Avaya Ava. An all-new AI architecture including natural language processing, machine learning, and innovative analytics now enables effortless customer engagement across social and messaging platforms. This seamless integration of AI into the contact center is designed to target stubborn pain points that hinder the end-to-end customer journey.

Speaking of AI, we also announced that our A.I.Connect initiative—designed to bring together vendors and options to deliver AI capabilities into the contact center and UC industry—has expanded with the addition of three new partners: Salesforce, eGain and Sabio. These partners are now offering or integrating third-party AI solutions for this initiative.

In so many ways, ENGAGE 2018 projected the New Avaya. This event was just a glimpse of what is in store from Avaya.

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