Avaya Engages Its Customers With Intelligence Xperiences

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Over the past several years, Avaya has faced a number of challenges, including filing for bankruptcy protection in 2017.

2019, however, is very much a new dawn and a new era for Avaya, with the company holding its Engage user conference from Jan. 20-23 in Austin, Texas, to show off its latest innovations and announce new technologies and partnerships.

“Our innovation efforts are directed and informed by what customers are telling us they need to advance their digital transformation initiatives,” Avaya CEO Jim Chirico stated. “We are successfully bringing many new AI solutions to market today because they are tangibly improving productivity, creating new revenue and transforming the customer experience.”

Avaya Intelligent Xperiences

Avaya’s renewal for 2019 includes a rebranding of the company’s portfolio to help make it easier to understand. Avaya technologies for Unified Communications (UC), Contact Center and Collaboration are all now under the new Avaya Intelligent Xperiences (Avaya IX) product branding.

The core products under the IX banner are now Avaya IX Digital Workplace for UC, IX Digital Contact Center, and IX Mobility. All of the IX products are available in multiple deployment models, including on-premises as well as both private and public cloud.

Avaya OneCloud

The company has also introduced the new Avaya OneCloud for Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS). Avaya OneCloud ReadyNow is a private cloud offering that provides standardized bundles pre-configured for both UCaaS and CCaaS.

Avaya OneCloud is operated out of a network of data centers in the U.S., Germany and Singapore.


While Avaya has long had various flavors of its own enterprise collaboration tools over the years, in recent years, enterprises have increasingly been moving to Slack. It’s a trend that Avaya has now recognized and is integrating with its solution set.

Avaya’s Virtual Assistant for Slack integrates Slack connectivity inside of Avaya IX, enabling users to stay within a single application for collaboration.

“Our directives for team collaboration tools insist that they deliver persistent, immersive experiences for the digital workplace, and Slack’s millions of users around the world demonstrate just how much value they are bringing,” Chris McGugan, Avaya Senior Vice President of Solutions and Technology, wrote in a media advisory. “Today’s announcement with Slack is a continuation of our open approach to support cloud-native apps with AI capabilities for customizable and robust communications and collaboration.”

Avaya IX Workforce Engagement

At Engage, Avaya also announced its new Avaya IX Workforce Engagement technology for the cloud as an evolution of the company’s Avaya Workforce Engagement Management (WEM) platform.

WEM is a joint effort from Avaya and Verint providing voice, collaboration and customer engagement capabilities.

“Avaya IX Workforce Engagement offers a full-featured, unified solution for both cloud and on-premise contact centers to meet organizations’ unique needs and budget in a true consumption-based pricing model, suitable for large, multinational enterprises and small to midsize businesses,” John Bourne, Senior Vice President, Global Channels and Alliances at Verint, stated.

Sean Michael Kerner is a senior editor at EnterpriseNetworkingPlanet and InternetNews.com. Follow him on Twitter @TechJournalist.

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