Avaya LLC today introduced new capabilities for its suite of communications applications and revamped its professional services unit.

The company made the announcements at its Avaya Engage 2023 conference, which is taking place this week in Orlando.

Durham, North Carolina-based Avaya sells videoconferencing software for enterprises. It also provides other collaboration tools, as well as a set of applications that organizations can use to manage their contact centers. It says it has more than 90,000 customers worldwide.

The first focus of today’s updates is the Avaya Enterprise Cloud, a product suite that includes many of the company’s employee collaboration and contact center applications. Those applications can run in the public cloud as well as on-premises. Introduced last month, Enterprise Cloud is a new version of an earlier product suite called OneCloud Private.

Avaya today detailed that Enterprise Cloud can be deployed in a single-tenant cloud instance hosted on Microsoft Corp.’s Azure platform. A single-tenant instance is a virtual machine used by one customer. Usually, public cloud workloads run on shared infrastructure that is used by multiple customers.

“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,” said Tim Sherwood, Avaya’s global vice president of product management. “That’s where Avaya Enterprise Cloud comes in; the solution helps organizations to enhance their communications solutions at a measured pace.”

The second focus of today’s updates is the Avaya Experience Platform. It’s a suite of cloud-based applications designed to help companies field customer support calls and manage other aspects of their contact center operations. The product suite is receiving a new tool called Experience Platform Connect.

The tool allows enterprises to extend their existing, on-premises Avaya contact center software with features from the company’s cloud-based Experience Platform. Customers can use the on-premises software for core tasks such as routing support calls to the relevant help desk teams. Avaya’s Experience Platform, meanwhile, can help with more advanced tasks such as managing so-called omnichannel customer interactions that span multiple communications channels. 

Avaya’s portfolio of on-premises contact center software includes an application called Call Center Elite. It allows companies to process support tickets, as well as manage related tasks such as evaluating help desk teams’ performance.

According to Avaya, Call Center Elite now provides a noise reduction feature powered by artificial intelligence. The company has also added support for WebRTC, an open-source technology that facilitates browser-based teleconferences. Furthermore the Call Center Elite interface can now be personalized to display information relevant to each help desk representative’s work.

Avaya announced the software updates in conjunction with a revamp of its professional services business. The company has rebranded the unit, which was known until now as Avaya Professional Services, to Avaya Customer Experience Services. Going forward, the unit will focus on helping companies implement AI, move on-premises communications applications to the cloud and adopt products from partners.

Photo: Avaya