Avaya is expanding its AI Connect ecosystem, which aims to incorporate AI capabilities into unified communications.
The expansion includes new partners and new partner offerings to the program
The program is focused on four areas where AI can used in communications, including how AI can be used to prioritise responses to large volumes of communications; using AI to ensure the use of optimal channel for communications between peers and workgroups; streamlining communications with more voice activation and automated suggestions; and optimized decision making with personalized visibility to complete, relevant data sets that is all too often lost from view or difficult to find.
Among the new partners joining the program is over.ai, which has been designated as AI Connect partner, providing solutions aligned to Avaya's overall UC and collaboration strategies.
over.ai is an AI-enabled voice platform that tackles complex tasks by embracing natural language processing technology and allowing end users to engage naturally, to create a fundamental shift in human-computer interactions. Evolving from point-and-click to listen-and-enable interactions, 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.
Over.ai joins the broader Avaya ecosystem of companies collaborating on the use of AI and machine learning technologies for Unified Communications and Contact Center, including Verint, with whom Avaya recently expanded its partnership inclusive of additional AI-powered and Cloud solutions.
"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 over.ai and others, our AI Connect initiative continues to expand the ecosystem helping to provide optimal AI capabilities for strengthening workforce engagement across omnichannel communications," said Eric Rossman, Avaya Vice President, Alliances and Partnerships.
"Enabling organisations to enhance their user experience across every channel will have an enormous impact on productivity and communication," said Noam Fine, over.ai CEO. "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 centre with an expanded resale agreement with existing AI Connect partner Verint. Through this broader arrangement, Avaya customers are now able to obtain powerful 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.