Avaya announced its investment in Cogito, a leader in AI for emotional intelligence that enables organizations to sense human behavior and guide call centre agents to enhance productivity and customer experience. Cogito is a founding member of Avaya’s A.I.Connect developer ecosystem.
The two companies also announced the acceleration of their joint development work to integrate Cogito’s AI with Avaya’s industry-leading Contact Center solutions.
For businesses to succeed in the future, they must embrace transformation today. Behavioral analytics, guidance and machine learning offer significant opportunities to address many of the complexities and issues companies face in delivering an optimal customer experience. Leveraging AI to augment the emotional intelligence of customer-facing agents and generate actionable results can change every interaction a company has with its customers.
“Cogito has been a valued member of our open and agile A.I.Connect ecosystem, and making this strategic investment in the company, combined with deepening our joint development on AI, will help transform the customer experience, bringing advanced human communication and connection to a much broader market,” said Laurent Philonenko, Avaya Senior Vice President, Innovation. “Avaya continues to invest in new solutions and partners to provide increased value to customers through transformative innovation.”
“Cogito and Avaya have a proven track record of jointly delivering valuable innovation to the enterprise,” said Josh Feast, CEO, Cogito. “Deepening this relationship will bring more impactful capabilities to market faster. Through this partnership, businesses will have the ability to better connect customers to the best resources, more thoughtfully guide agent behavior, and apply AI to learn and improve. It is a win for Cogito, Avaya and most importantly, customer focused organizations.”
Avaya’s A.I.Connect initiative focuses on bringing together an ecosystem of vendors and developers who take an active role in building AI driven solutions. These solutions enable Avaya customers to deliver more engaging experiences for their own end customers, enhancing and integrating workflows with smarter, more personalized interactions through the use of technology. Cogito enhances the emotional intelligence of customer-facing professionals by applying behavioral science through AI Cogito’s software evaluates hundreds of behavioral signals through voice to provide live conversation coaching for agents and a real-time measure of customer experience for every call.
Avaya’s investment is part of Cogito’s Series C round of financing. Cogito will use this funding to accelerate go-to-market, expand research and development, and grow its team.
Cogito provides human aware technology to help professionals elevate their performance. Cogito’s AI instantly analyzes hundreds of conversational behaviors to provide live in-call guidance combined with a real-time measure of customer experience. The technology is augmenting the emotional intelligence of thousands of agents in the world’s most successful enterprises – improving sales results, delivering world-class service and enhancing quality of care. Cogito is a venture-backed software company located in Boston, MA. Learn more at www.cogitocorp.com.
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our customers, and their customers. Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For more information, please visit www.avaya.com.