Avaya Launches AI-Driven Bundles for On-Premise Experience Platform Users
DUBAI, UAE - In a significant move aimed at enhancing its on-premise contact centre solutions, Avaya has introduced two innovative bundles—AXP Essentials and AXP Advanced. These new offerings are designed to integrate advanced AI and public cloud capabilities with the Avaya Experience Platform (AXP), while allowing customers to maintain their existing on-premise infrastructure.
Introduction of New Bundles
Released ahead of the GITEX 2024 event where they will be officially unveiled, AXP Essentials and AXP Advanced aim to solidify Avaya’s longstanding “innovation without disruption” philosophy. The bundles provide on-premise contact centre customers the ability to enhance their operations without overhauling their existing systems.
AXP Essentials serves as an entry-level package that includes noise removal, real-time transcription, and agent-assist features. Additionally, it offers a unified desktop, advanced workflow integrations, and connectors to key Customer Relationship Management (CRM) systems such as Salesforce, ServiceNow, and Microsoft Dynamics. Tools for journey orchestration and an open framework for integrating third-party virtual agents are also part of the Essentials bundle.
On the other hand, AXP Advanced builds upon the Essentials package by adding more digital channels and an omnichannel experience, thus delivering a more robust set of tools for contact centres seeking to expand their capabilities.
Pricing and Availability
AXP Essentials is priced at USD 119 per user per month, while AXP Advanced is available at USD 169 per user per month. Considering the comprehensive features offered, these competitive rates are expected to attract a broad range of enterprise customers.
Strategic Insights
Omar Javaid, Chief Product Officer at Avaya, commented on the new releases, stating: "Our latest solution packages – AXP Essentials and AXP Advanced – offer a simple yet powerful new way for our AXP On-Prem customers to unlock innovation by layering advanced CX capabilities on top of their existing investments. They are designed to meet specific customer demands, enabling businesses to amp up experiences through AI and other cloud capabilities using existing investments – without disrupting their business."
Broader Ecosystem and Partnerships
Avaya's new bundles are part of a larger strategy that includes an expansive integration ecosystem. The company has recently strengthened its partnerships with key industry players such as Afiniti, LivePerson, and Zoom, and bolstered its longstanding relationship with RingCentral, with which it now shares 500,000 seats.
In addition to the core bundles, Avaya offers a variety of add-ons to further enhance the functionality of their contact centre solutions. These include a unified communications platform, a proactive outreach solution, conversational analytics capabilities, and workforce engagement management tools.
Industry Context and Comparison
This latest announcement marks Avaya’s most significant move in 2024, especially as the company aims to focus its AI innovation on on-premise operations—contrary to the current industry trend towards cloud-exclusive solutions. Liz Miller, VP & Principal Analyst at Constellation Research, noted that the announcement continues Avaya’s strategy to empower on-premise customers with public cloud resources, without compelling them to abandon their current investments and customisations.
In contrast, some of Avaya’s competitors, such as Genesys, have faced criticism for their decision to limit innovation to the cloud, potentially alienating businesses that rely heavily on on-premise solutions. Further underlining the relevance of Avaya’s approach, Nuance recently announced that it will cease sustaining support for its on-premise contact centre IVR technology by June 2026, leaving an opportunity for Avaya to reassure its customers of ongoing support.
Future Outlook
The introduction of AXP Essentials and AXP Advanced demonstrates Avaya’s commitment to providing versatile, hybrid solutions that combine the stability of on-premise systems with the agility and advanced features of cloud technology. Customers stand to benefit from a seamless integration of cutting-edge AI capabilities into their existing setups, optimising operations without undergoing disruptive transitions.
As enterprises increasingly look to leverage hybrid architectures, Avaya’s new bundles could very well lead the way in offering balanced, progressive solutions to meet the evolving demands of the contact centre industry.
Source: Noah Wire Services