Highlights:

  • Avaya offers enterprise videoconferencing software based in Durham, North Carolina.
  • Numerous contact centers and employee collaboration tools are part of the product line known as Avaya Enterprise Cloud.

Avaya LLC has updated its professional services division and added new capabilities to its collection of communications applications.

The company made the announcements at its Avaya Engage 2023 conference, held this week in Orlando.

With a base in Durham, North Carolina, Avaya provides business customers with videoconferencing software. A set of applications for managing contact centers is also provided, along with additional collaboration tools. Over 90,000 customers are claimed to be served globally.

The Avaya Enterprise Cloud, a product suite that includes many of the company’s contact center and employee collaboration applications, is the primary focus of recent updates. Both on-premises and in the public cloud, these applications are compatible. Enterprise Cloud, unveiled last month, is an updated OneCloud Private product suite version.

Recently, Avaya explained how Enterprise Cloud could be set up as a single-tenant cloud instance hosted on the Azure platform of Microsoft Corp. A virtual machine used by one client is referred to as a single-tenant instance. Public cloud workloads typically operate on a shared infrastructure that numerous customers utilize.

Avaya’s Global Vice President of product management, Tim Sherwood, said, “Every business is somewhere on the journey to the cloud – whether that’s to consume more advanced functionalities, to rationalize parts of the infrastructure, or simply to take the load off teams managing premise-based architectures. That’s where Avaya Enterprise Cloud comes in; the solution helps organizations to enhance their communications solutions at a measured pace.”

The Avaya Experience Platform is the subject of the second portion of recent updates. It’s a collection of cloud-based applications to support businesses in managing their contact center operations and answering customer service calls. Experience Platform Connect is a brand-new tool being added to the product line.

The tool enables businesses to add features from the company’s cloud-based Experience Platform to their current on-premises Avaya contact center software. Customers can use the on-premises software for fundamental tasks like directing support calls to the appropriate help desk teams. Meanwhile, Avaya’s Experience Platform can assist the more complex tasks, managing so-called omnichannel customer interactions that span various communication channels.

Avaya’s on-premises contact center software lineup includes an application called Call Center Elite. It enables businesses to handle related tasks like managing support ticket processing and performance reviews for help desk teams.

Avaya claims Call Center Elite now has an artificial intelligence-powered noise reduction feature. WebRTC, an open-source technology that enables browser-based teleconferences, has also gained support from the company. Additionally, the Call Center Elite interface can now be customized to show data pertinent to the duties of each help desk agent.

Avaya made the software updates public while redesigning its professional services division. The division, formerly known as Avaya Professional Services, has been renamed Avaya Customer Experience Services by the company. In the future, the division will concentrate on assisting businesses with implementing AI, the cloud migration of on-premises communications applications, and adopting partner products.