Avaya has expanded its Technology Partner alliances program through a new agreement with Koopid, the next-generation, AI-powered Customer Experience Orchestration platform, designed to enable seamless self-service customer journeys.
Avaya’s Technology Partner program is made up of strategic partnerships, formed over decades, with some of the world’s most admired technology brands. Through direct R&D engagement, deep product integration, and strong services and support relationships, these alliances deliver powerful capabilities through innovative solutions, built on the open communications platforms preferred by Avaya’s customers.
Koopid’s powerful AI and machine learning models connect siloed channels and deliver a single brand experience to customers, meeting them at their preferred channel and at their desired interaction pace. All customer interaction data is persisted and curated for analyzing context, automation opportunities, personalizing customer interactions and increasing agent productivity.
Koopid’s technologies can now be integrated into Avaya’s market-leading contact center solutions, enabling seamless transitions from AI-driven customer self-service to live human assistance on chat or voice, while providing agents with conversational context with a record of current and historical interactions. This delivers an improved customer experience as well as operational benefits across both digital and voice channels.
