Unlock key strategies to mastering AI compliance on June 25th 🔓

Register now

In the News

Avaya and LivePerson announce new partnership to deliver a best-in-class omnichannel solution

May 13, 2024

Avaya + LivePerson logos, signifying their omnichannel solution partnership

Avaya, a global leader in enterprise customer experience solutions, and LivePerson (Nasdaq: LPSN), the enterprise leader in digital customer conversations, today announced a new partnership designed to unify voice, digital, and AI capabilities into a single omnichannel solution that delivers a connected, personalized customer experience and accelerates enterprise digital transformation.

The Avaya and LivePerson partnership enables enterprises to augment their existing investments in Avaya cloud and premises-based solutions by deploying market-leading digital, automation, AI, and analytics capabilities in integrated seamless experiences — no rip-and-replace or migration required. This approach to enhanced omnichannel customer service enables transformative outcomes faster with lower cost and substantially less risk to operations.

“Partnering with LivePerson brings ‘innovation without disruption’ to our customers and partners by enabling them to bring market-leading digital and AI capabilities, along with world-class analytics, seamlessly into their existing operations.”

~ Josh Mueller, CMO and General Manager of Hardware, Avaya

“With Avaya, we’re creating an entirely new path for enterprises to achieve the true ROI of digital transformation and AI right now — without locking that value behind a years-long CCaaS migration journey. Our strategic partnership not only provides a faster path to better outcomes, but also diminishes the risks of AI and automation.”

~ John Sabino, CEO of LivePerson

Strengthen your omnichannel strategy with these offerings

As part of the new omnichannel solution partnership, Avaya will integrate LivePerson’s award-winning Conversational Cloud® platform for customer engagement and conversational intelligence to power two new, innovative offerings to improve customer service: 

  • Advanced Digital Capabilities will support multiple channels and digital customer touchpoints, leverage LivePerson’s best-in-class messaging, AI, and conversation orchestration solutions, and natively support third-party channels, bots, and LLMs. It is fully integrated with Avaya Experience Platform™ premises-based, private cloud, and public cloud contact center solutions, creating a connected employee experience with Avaya’s unified agent desktop.
  • Unified Insights Capabilities unlocks voice of the customer data from all channels so enterprises can measure outcomes of the omnichannel solution through both near real-time and post-conversation insights. This suite of capabilities takes invaluable data from customer interactions and makes it available for the rest of the business to improve processes, inform R&D, and drive strategy. The new solution leverages LivePerson’s conversational intelligence suite, including Analytics Studio. 

How the new omnichannel solution offerings can help brands

These omnichannel solutions drive faster time-to-value — and reduce the risks of using AI throughout the customer journey — by bringing together the capabilities, services and client success motions of both Avaya and LivePerson.

  • More connected customer experiences, thanks to the interoperability between platforms with a unified workspace, analytics, and orchestration layer spanning all channels — all deployable without disrupting investments in existing customizations, workflows, or infrastructure from either platform.
  • More customer satisfaction with a complete digital suite that supports conversations across multiple channels for a more consistent customer experience.
  • More AI scalability with embedded Conversational AI and AI chatbot support, including support for third-party bots from leading providers.
  • A more complete picture of customer expectations and needs, thanks to a fully integrated, omnichannel conversational intelligence suite that analyzes all voice of the customer and agent performance data.
  • More efficiency and agent productivity with access to enterprise-safe generative AI capabilities including conversation summaries, agent assist tools, specialized AI agents for routing and data collection, and LLM-powered insights from the omnichannel intelligence suite.

Additional details around the joint solution will be shared at LivePerson’s Spark virtual product launch on May 23, 2024