Avaya’s Portfolio gets a Makeover – meet Avaya Intelligent Xperiences
Avaya kicked off their annual user conference Avaya Engage today by announcing an overhaul to their portfolio branding. Avaya Intelligent Xperiences, or Avaya IX encompasses the entire portfolio of solutions for Contact Center, Unified Communications and Collaboration solutions.
I’ve placed in brackets my interpretation of each element and the legacy product names that are contained within each one. Avaya confirmed that the whilst the well established product names like IP Office and Aura will remain, names like Oceana and Breeze may fade away overtime.
The product families within the Avaya IX portfolio include:
Avaya IX Digital Workplace
- Calling (IP Office, Aura)
- Meetings (Equinox, Equinox Meetings Online)
- Collaboration (Equinox & Zang Spaces)
- Devices (J Series phones, Vantage device, B Series Conference phones, CU360 Video endpoint, Scopia Video endpoints etc)
Avaya IX Digital Contact Center
- Voice (Aura Contact Center, Avaya Call Center Elite, Aura Contact Center, ACD call routing, IVR etc)
- Omnichannel (Oceana, Breeze)
- Desktop (Agent interface e.g Avaya Oceana Workspaces)
- Workforce Engagement (Avaya Workforce Optimization)
Avaya IX Mobility
(formally Avaya Mobile Experience)
- Call deflection to digital
- Identity management
In the official Avaya press release it states that ‘Artificial intelligence (AI) innovation spans the Avaya IX portfolio, including bots for virtual assistance, conversational intelligence enabling real-time transcription and intent detection, and intelligent pairing for greater customer and agent optimization’.
The Avaya IX portfolio is available across Avaya’s UCaaS and CCaaS deployment models including public, hybrid and private cloud as part of the Avaya OneCloud platform, which should make life easier when navigating Avaya’s ever-growing range of products and capabilities.
Avaya Introduces Private Cloud
Hot on the heels of the rebranding announcement, Avaya also introduced their new private cloud offering which completes their cloud deployment model capabilities. In a nutshell, private cloud models are popular with security conscious organisations that don’t want to expose their platform to the public internet.
The new private cloud delivery model is part of Avaya’s OneCloud solution for Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), which provides enterprise organisations with a flexible cloud communications platform encompassing UC, collaboration and contact centre.
CEO Jim Chirico told the 2,500 customers, partners and industry influencers in attendance at the conference:
“We’ve heard from you the need for flexibility and options for solutions delivered via public, private or hybrid cloud. Our customers have told us they are looking for simple, comprehensive solutions for contact center, unified communications and collaboration from a single, trusted partner.”
And there’s more
Avaya also announced a new integrated Slack app, a new Avaya A.I Connect ecosystem and a new Avaya IX Mobility solution which is a consumption-based cloud offering that identifies when an incoming call originates from a mobile device, transports contextual information on the caller to the contact centre, and enables selected calls to be deflected to the mobile web for a mobile application-enriching customer experience.
UC Today are on location this week at Avaya Engage in Austin, Texas – we’ll bring you more news as it happens, stay tuned and follow the event on Twitter #AvayaEngage