LivePerson, Avaya announce new partnership

Avaya and LivePerson announced a new partnership designed to unify voice, digital, and AI capabilities into a single omnichannel solution that delivers connected, personalized customer experiences 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 an integrated experience – no rip-and-replace or migration required – enabling transformative outcomes faster with lower cost and substantially less risk to operations. As part of the new partnership, Avaya will integrate LivePerson’s award-winning Conversational Cloud platform for digital customer conversations and conversational intelligence to power two new, innovative offerings: Advanced Digital Capabilities offers dozens of digital channels, leverages LivePerson’s best-in-class messaging, AI, and conversation orchestration solutions, and natively supports third-party channels, bots, and LLMs. It will be fully integrated with Avaya Experience Platform(TM) 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 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.