Avaya and Verint Systems have expanded their partnership to introduce cloud deployments for Avaya Workforce Engagement Management for the contact center. Avaya's suite of workforce engagement capabilities can be deployed on premises or in the cloud via public, private, or hybrid deployment models.
"Avaya and Verint coming together in the cloud to provide a full range of consumption options without sacrificing capabilities or addressability is a headline moment for their joint customers and for future cloud contact center projects," said Nancy Jamison, principal analyst for customer contact at Frost & Sullivan, in a statement. "This is a compelling cloud contact center offer with strong WFO/WEM capabilities and a significant leap forward to meet the needs of a growing market opportunity."
Avaya IX Workforce Engagement delivers WEM functionality that includes voice call and screen compliance recording with full encryption, quality monitoring, performance management, workforce management, speech analytics, customer feedback, and desktop process analytics. It includes pause and resume controls to assist with adherence to information security compliance frameworks. Customers can apply these cloud services as a stand-alone Avaya IX Workforce Engagement solution enabling existing installations of Avaya contact center technologies. Alternately, call center workloads can be migrated or implemented in the Avaya cloud alongside Avaya IX Workforce Engagement.
"The cloud consumption availability of Avaya IX Workforce Engagement helps our customers become vastly more agile than ever before in effecting and realizing outcomes from the customer experience transformation," said Chris McGugan, Avaya's senior vice president of solutions and technologies, in a statement. "Avaya IX Workforce Engagement enables organizations to generate a faster ROI and easily add new capabilities to bolster workforce engagement and productivity that enhances their customer experience."
"Today's announcement further extends the long and successful partnership between Verint and Avaya, and our customers can benefit from the deeper integration and joint R&D efforts to strengthen the consumption of Avaya IX Workforce Engagement alongside Avaya platforms anywhere," said John Bourne, senior vice president of global channels and alliances at Verint, in a statement. "Avaya IX Workforce Engagement offers a full-featured, unified solution for both cloud and on-premises contact centers to meet organizations' unique needs and budget in a true consumption-based pricing model suitable for large, multinational enterprises and small to mid-sized businesses."