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Avaya completes acquisition of AI-based contact centre firm

Avaya has closed its acquisition of Spoken Communications, a specialist in Contact Centre as a Service (CCaaS) solutions and customer experience management applications built on conversational artificial intelligence.

Spoken’s cloud-native, multitenant architecture is already integrated with Avaya customer experience technologies, providing a cloud architecture for Avaya’s omnichannel offerings. And because Avaya and Spoken have been working in a co-development partnership for more than a year, several flexible cloud solutions are market-ready today, it says.

Spoken brings a transformative platform with many built-in features that today require third-party tools. With over 170 patents and patent applications, Spoken’s intellectual property will support Avaya’s move into Big Data, Machine Learning and AI, as well.

Customers will be offered Spoken’s specialised agent software applications and services, and Spoken’s IntelligentWire contact center automation solutions. IntelligentWire uses AI and learning technologies on live voice conversations to reduce after-call work, drive more intelligent responses and gain deeper insight into customer sentiment and experience.

“This acquisition is the latest example of how Avaya is now moving at cloud speed and investing for the future to provide our customers and partners with the innovative cloud solutions they need.  We welcome the members of the Spoken team to the Avaya family, and look forward to building great success together,” said Jim Chirico, president and CEO of Avaya.