Avaya bolsters intelligent cloud offerings with Spoken acquisition

USA: Avaya has completed the acquisition of Spoken Communications, a leading innovator in Contact Center as a Service (CCaaS) solutions and customer experience management applications built on conversational artificial intelligence.

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

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

Avaya and Spoken have been working in a co-development partnership for more than a year, several flexible cloud solutions are market-ready today.

“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.