Two CPaaS platforms unite
Avaya and Microsoft have integrated their respective CPaaS solutions to create a platform they say will “define the future of customer and employee experience”.
The former’s OneCloud communications platform as a service (CPaaS) is being pulled together with the voice, video, chat and SMS capabilities of Microsoft Azure Communication Services.
Anthony Bartolo, Chief Product Officer at Avaya, said: “Avaya and Microsoft are responding to our customers who have asked us to deliver more integrated experiences for Avaya OneCloud contact centre running in Microsoft Azure and Microsoft 365.
“Together we are providing true integration, spanning not just the contact center application itself but also the underlying communication platforms. Additionally, we will be implementing Microsoft’s powerful AI capabilities via Azure Cognitive Services”
“Avaya’s market-leading solutions in Cloud Contact Center combined with Microsoft’s presence in cloud collaboration is compelling for existing and new customers alike.”
The enhanced partnership will also see a strengthened integration of Avaya’s OneCloud contact centre as a service (CCaaS) platform with Microsoft Azure.
The CCaaS platform now integrates with Microsoft Teams, via the Connected Contact Center Certification Program, and Dynamics 365 – while Avaya’s SBC is now accredited for Direct Routing.
Scott Van Vliet, Corporate Vice President of Intelligent Conversation and Communications Cloud at Microsoft, said: “The global collaboration with Avaya is an example of how Microsoft, collaborating with other industry leaders, is meeting businesses’ requirements for integrated communications solutions that transform customer and employee experience.
“This relationship benefits from the combined strengths of the two companies to connect businesses to their customers via powerful communication experiences across platforms – all with the resiliency, enterprise-grade security and cloud scale of Microsoft Azure.”
Meanwhile, earlier this year Microsoft announced that it would be bringing Azure Communication Services and Microsoft Teams together.