Cognigy and Avaya Join Forces to Deliver Next-Gen Conversational AI Solutions for Enterprise Contact Centers

Iconic Contact Center Solution Provider Partners with the Market Leader in Conversational AI to Provide Unparalleled Customer Experiences

Cognigy, the market leader in Conversational AI, announced at Enterprise Connect 2023 an expanded partnership with Avaya, a global leader in solutions to enhance and simplify communications and collaboration, to deliver next-generation Conversational AI solutions to Avaya’s large global base of contact center customers. Integrated with the Avaya Experience Platform, Cognigy’s transformative Conversational AI and Generative AI solutions will enable Avaya customers to create next-generation customer experiences while improving efficiency and increasing employee engagement.

“Avaya’s partnership with Cognigy creates a harmonious balance between our world-class contact center solutions and their industry-leading Conversational AI platform to deliver transformative customer experiences at scale,” said Emir Susic, Vice President of Professional Services, Avaya. “By leveraging our global service organization and Cognigy solutions, we can accelerate our customers’ time to value.”

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Integrated with Avaya’s Experience Platform, Cognigy’s Enterprise Conversational AI platform, Cognigy.AI, delivers 24/7, personalized service experiences at scale, over voice and chat. Cognigy.AI brings the transformative potential of Generative AI to contact centers, combining control, integrations and reliability of Enterprise Conversational AI with the flexibility and power of Large Language Models, which provides natural, empathetic and lifelike experiences. Avaya Experience Platform delivers an effortless customer experience, empowering customers to interact across different voice and digital touchpoints such as social, text and email while engaging employees with the required tools and information to maximize performance and customer loyalty. This partnership aligns with Avaya’s over-the-top strategy to provide customers with AI capabilities orchestrated by Avaya management tools. The combined solution will enhance and automate a superior customer experience while simultaneously providing contact center agents with what they need to be more successful in an increasingly complex environment.

“Our partnership with Avaya marks a new era of AI-powered customer service for enterprises,” said Hardy Myers, SVP Business Development and Strategy at Cognigy. “By combining Avaya’s expertise in communication and collaboration with Cognigy’s innovative Enterprise Conversational AI technology, enhanced with Generative AI, we will transform the way businesses interact with their customers, providing unparalleled personalized and efficient experiences that exceed expectations.”

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