Avaya Extends AWS Relationship to Support AI Capabilities

Avaya has extended its Amazon Web Services (AWS) relationship, to expand artificial intelligence (AI)-powered customer experience capabilities for Avaya OneCloud CCaaS customers, Avaya reported on Tuesday. Avaya will serve as an AWS Partner offering AWS Contact Center Intelligence (CCI) solutions.

“Avaya continues to expand AI capabilities that are evolving the contact center into what is now the customer experience center,” said Eric Rossman, VP of Technology Partners and Alliances for Avaya.

In partnership with AWS, Avaya can enable customers to leverage AWS AI Services and Machine Learning (ML) capabilities to enhance customer and employee experiences across voice and digital channels. Avaya will integrate natural, conversation-driven interactions, leveraging AI and ML.