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ACES is to prioritize AI, cloud and digital.

Claudia Adrien

June 20, 2023

2 Min Read
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TZIDO SUN/Shutterstock

Avaya ENGAGE – Avaya Holdings has overhauled its professional services division to establish Avaya Customer Experience Services (ACES). Formerly Avaya Professional Services (APS), the revamped division emphasizes the integration of artificial intelligence, cloud and digital technologies to drive new business outcomes, company officials said. The goal is to bridge Avaya’s history and expertise to the future of comprehensive customer journey support.

However, the shortage of specialized talent required for cloud and AI technologies’ integration, coupled with the rapid pace of AI advancements, can hinder their successful deployment.

ACES addresses that by being a client-led approach that aligns with the company’s go-forward strategy and road map plans, meeting customers where they are in their cloud process.

Avaya's Emir Susic

Avaya’s Emir Susic

Emir Susic, global vice president, Avaya Customer Experience Services, said ACES empowers customers with transformative technology to deliver personalized experiences.

“By meeting customers exactly where they are in their cloud migration, Avaya reinforces its commitment to guide organizations through their digital transformation journey,” Susic said.

Avaya Holdings and Complex Contact Centers

For Avaya, navigating customers’ digital transformation means bringing forward the customization they’ve built over the years to unlock the full value of AI and cloud-based capabilities.

The ACES team works with some of the largest and most complex contact centers in the world to understand the specific needs and requirements for the industry to fill the gap when it comes to integrating the latest technologies into customer experience workflows. ACES has developed AI automation services that yield business efficiencies and enable exceptional customer experiences. For cloud evolution services, ACES provides seamless workflow migration and pioneering hybrid cloud services designed to prioritize customer and employee satisfaction, Avaya officials said.

ACES further enhances Avaya channel partners and systems integrators by offering a globally available, expert-led and innovative suite of AI, cloud and digital services, the company said.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

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Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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