07-16-2019

Avaya partners with Koopid to deliver AI-powered seamless customer journeys

New Delhi, 16th July, 2019 - Avaya Holdings Corp. (NYSE: AVYA) today announced that it has expanded its Technology Partner alliances program through a new agreement with Koopid, the next-generation, AI-powered Customer Experience Orchestration platform, designed to enable seamless self-service customer journeys.

Avaya’s Technology Partner program is made up of strategic partnerships, formed over decades, with some of the world’s most admired technology brands. Through direct R&D engagement, deep product integration, and strong services and support relationships, these alliances deliver powerful capabilities through innovative solutions, built on the open communications platforms preferred by Avaya’s customers.

Koopid’s powerful AI and machine learning models connect siloed channels and deliver a single brand experience to customers, meeting them at their preferred channel and at their desired interaction pace. All customer interaction data is persisted and curated for analyzing context, automation opportunities, personalizing customer interactions and increasing agent productivity.

Koopid’s technologies can now be integrated into Avaya's market-leading contact center solutions, enabling seamless transitions from AI-driven customer self-service to live human assistance on chat or voice, while providing agents with conversational context with a record of current and historical interactions. This delivers an improved customer experience as well as operational benefits across both digital and voice channels.

“Customers today demand well-informed and intelligent conversations and companies are constantly looking at newer ways to enhance services while improving time to resolution and reducing cost. Koopid is a valued Avaya partner and the decision to enter into this partnership strengthens our focus to provide a seamless end-to-end customer experience management and our ability to grow together and service customers better. With this partnership, agents can interact with customers simultaneously on voice and digital channels and leverage virtual agents to complete transactions. We are hopeful  that this association, we will be able to define the future of hyper-personalized customer journeys, and result in significant improvements in time to resolution, cost of resolution and NPS,” said Vishal Agrawal, Managing Director, Avaya, India & SAARC.

“Avaya is recognized as a global leader for providing solutions that enhance and simplify communications and this partnership bolsters our capability to meet and exceed the evolving needs of customers, while also speeding up the agent’s workflow and time to customer resolution. Koopid’s out-of-the box integrations with Avaya call handling, routing as well as agent desktop software is enabling agents to provide efficient and informed service through delivering context of current and historical interaction and intelligent agent suggestions.” said Venkatesh Krishnaswamy, CEO, Koopid.

“Our customers have deployed solutions in domains like citizen services, IT services, advisory services, travel, hospitality, healthcare and boutique retail. We hope that this relationship will further extend the significant lead that Avaya enjoys in the communication space, while also expanding the Koopid footprint in the market,” added Krishnaswamy.

Avaya and Koopid recently collaborated on an AI-powered chatbot designed to transform legacy resident-city interactions for several smart city projects in UP and Haryana. The chatbot can address residents’ queries with great accuracy, pulling instantaneously from a vast database of knowledge. Moreover, the chatbot can relay this information quickly, eliminating the need for long queues and waiting times.

Citizens can interact with the bot for complex form submission services as well. It allows citizens to type their question into the chat window, receive an instant response from a virtual digital assistant and even fill out online forms. If citizen enquiries cannot be handled by the bot, the chat can be escalated to a human agent, along with the chat history, so that the issue can be addressed without needing to recap previous interactions.

Koopid’s entry into the Avaya Technology Partner program will also benefit Avaya’s channel partners, who will be able to propose advanced, integrated solutions – like the AI-powered chatbot developed for these smart city projects – to their customers, and deploy them with ease.

About Koopid

Koopid’s Multimode Virtual Assistant enables dynamic self-service journeys that incorporate natural language and visually rich user interactions, leveraging the full spectrum of today’s smartphone and web interfaces. Using Koopid’s xDesigner - a drag and drop service creation tool - a customer self-service journey template can be created in minutes with no programming required. These digital journey templates can be invoked from a number of channels: web portal, mobile app, mobile browser, SMS, email or consumer messaging. Each journey is instantiated as a cross-channel persistent conversation - therefore a customer can start on one channel (such as web portal), transition to a different channel (such as a mobile app) and simply continue the journey. At the core of Koopid is a powerful data platform that curates interaction context and conversation data in-line. As a result, customer journeys are continually optimized using AI and machine learning algorithms, personalizing the experience in real–time.

About Avaya

Businesses are built on the experiences they provide, and everyday millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to expected feature releases and statements about future products, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

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Alex Alias

Corporate Communications, Avaya

alalias@avaya.com

Saba Gupta

9654122432

saba.gupta@archetype.co

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