Avaya to acquire CCaS partner Spoken Communications
Puchase allows Avaya to deepen its cloud offerings for contact centre customers
Avaya is acquiring Spoken Communications, with whom it has been co-developing contact centre as a service (CCaaS) solutions to its business process outsourcing customers.
CCaS allows customers to subscribe to pay-as-you-go contact centre software delivered over cloud, and rent hardware assets from a provider, rather than own the assets themselves. Spoken Communications is a leading provider of contact centre as a service (CCaaS) solutions with a focus on AI-driven applications.
Avaya president and CEO Jim Chirico said Avaya's large contact centre customer base around the world will have a clear migration path to the cloud following the acquisition. "Customers can retain all the functionality of their existing premises-based technology and seamlessly migrate that functionality, at their pace, to achieve all the benefits of cloud," he added.
Spoken's cloud-native, multitenant architecture is already integrated with Avaya Aura and Elite technologies. As a result, it also provides a robust architecture for both Avaya's omnichannel offerings, such as Oceana, and its unified communications as a service (UCaaS) solutions.
In addition, customers will gain access to Spoken's specialised agent quality software applications and services, as well as Spoken's IntelligentWire contact centre automation solutions. IntelligentWire uses artificial intelligence 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.
Mercer Rowe, senior vice president and general manager, Cloud, for Avaya will lead the combined Spoken and Avaya cloud teams upon completion of the transaction.
The transaction is expected to close in the second quarter of fiscal 2018, subject to customary closing conditions. The transaction, which includes over 170 patents and patent applications, will be funded by cash on hand.