Blog | 05.23.2024

Key Takeaways from Avaya Engage 2024: Innovation without Disruption

Avaya hosted 1400 customers and partners at Avaya Engage in Denver, Colorado. Announcements focused on enhancing its product portfolio with AI-powered upgrades, highlighting strategic partnerships, and the availability of open architecture.

A central theme resonated throughout the event: Employee Experience (EX) + Customer Experience (CX) = Business Growth. This formula is at the heart of advancements in Avaya’s Communications and Collaboration Suite (UC) and the Avaya Experience Platform (CC) solutions. It aligns with NWN Carousel’s strategy of serving over 5000 customers across North America with our fully integrated lifecycle-managed IT services portfolio.

Employee Experience Highlights

In the realm of EX, Avaya has strengthened its partnership with Zoom, integrating it further into their market-leading collaboration platforms, alongside existing integrations with Microsoft Teams and RingCentral. This strategy empowers customers to choose their preferred platforms, enhancing their Avaya solutions’ security and reliability. 

As an authorized Zoom and Teams partner, NWN Carousel’s solution architectures leverage 30 years of experience in designing integrated UC&C solutions across all platforms. 

Key EX highlights include:

  • Native Zoom Integration: Seamlessly integrates Avaya Aura call control within Zoom Workplace.
  • RingCentral Partnership Expansion: Accelerates and enhances features for Avaya Cloud Office customers, introducing capabilities like RingSense AI.
  • Enhanced Collaboration Options: Supports integration of Avaya Cloud Office with Avaya Aura on-premises customers.
  • Simplified Avaya Aura Upgrades: Enhanced administration and deployment tools for smoother upgrades.

Customer Experience Highlights

Avaya has acquired Edify, the company behind the Edify CX platform, which integrates CCaaS and CPaaS. Avaya is pushing forward with expanded partnerships, enhanced integrations, and strategic acquisitions, notably of Edify, to propel their CX capabilities. 

This approach focuses on leveraging APIs and AI to drive rapid innovation, resulting in tangible business outcomes for customers. 

Key CX highlights include:

  • Edify Acquisition: Introduces a robust orchestration platform to streamline automated workflows in the Avaya Experience Platform.
  • Integration with LivePerson: Expands Avaya’s digital ecosystem, adding new channels and advanced insights.
  • Afiniti Integration: Enhances orchestration capabilities and scalability for large enterprise customers.
  • Advanced Analytics: Utilizes MS Power BI and Co-Pilot for deeper business insights and easier data capture.
  • Workforce Engagement Solutions: Native integrations with Verint Workforce Engagement Cloud and Calabrio for enhanced agent assist and coaching options.
  • Bring Your Own Bots Capability: Allows customers to integrate their preferred bots into AXP.
  • Emerging Partnership with THRIVE Global: Focuses on improving agent experience and well-being, reflecting the intersection of EX and CX.

Embracing “Innovation Without Disruption”

Avaya has adopted the principle that “innovation without disruption” is best achieved through collaboration and partnerships. This ecosystem, built on open, multilayered architectures, aims to deliver business outcomes accelerated by AI advancements. These guiding principles are charting a promising path for Avaya’s future.

Innovation without Disruption Partner of the Year 

As a Platinum Business Partner for Avaya and the 2024 “Innovation without Disruption” Partner of the Year, NWN Carousel embraces the power of partnership. Our solutions align with a hybrid, multi-cloud approach to Unified Communications (UC), Employee Experience (EX), Collaboration, and Customer Experience (CX). We support on-premises, cloud-based, and hybrid deployments, tailored to meet our customers’ unique needs. 

NWN Carousel delivers AI-powered Managed Services for the modern workplace. Our expertise in cloud transformation, intelligent infrastructure, cybersecurity, managed devices, visual collaboration, and cloud communications. Our proprietary Experience Management Platform (EMP) ensures seamless service delivery, real-time observability, and improved uptime, efficiency, and experiences for our clients.

Together with Avaya, we are committed to delivering innovative solutions that support our customers’ business growth and success.