With more than 400 enhancements in 2023, Avaya continues to advance its vision of innovation without disruption.
“We have demonstrated our commitment to innovation both in the cloud and on premises,” said Kirk Jones, senior director product management, Avaya. He moderated a series of presentations from other product managers at an IAUG February 7 webinar, “Avaya Portfolio Roadmap – 1Q 2024,” adding that Avaya plans to provide IAUG members with a roadmap update every quarter.
Looking back on Avaya’s 4Q 2023 highlights, Jones cited the Avaya Aura and Call Center Elite 10.2 release in December, high levels of platform uptime for cloud-based solutions, and Avaya Experience Platform Connect, which allows users to add digital services over the top of a current on-premises system. “We have seen a growing push to get to 10.2,” said Darrell Butler, director product management. “If you are considering an upgrade, get the latest release and enjoy all the things that come with it
Looking ahead, here are key enhancements for Avaya’s solutions coming in 1Q, as well as plans for 2Q.
Avaya Aura and Call Center Elite
• Workspaces 3.8.3
• Close gaps with other CC Elite desktops
• Multiple supervisors
• Workplace 3.36
• Pexip integration
Advancements planned later in the year include:
• Microsoft Defender antivirus
•Upgrade simplification
• Simplify certificate management
• Call Park and Page moves to Aura from Breeze
• H323 and SIP parity
Avaya Enterprise Cloud (AEC)
• Verint workforce engagement as a service
• STIR/SHAKEN mitigating robocalls and caller ID spoofing
• Avaya SIP DECT phone support
• Enhanced admin
• Digital CX channels (2Q)
• Unified CX client (2Q)
• Edge-friendly gateway for local survivability (2Q)
• Calabrio workforce engagement as a service (2Q)
“AEC allows your current Aura ecosystem workflows to become portable,” said Roger Wallman, senior manager solutions marketing. “You can get out of doing upgrades and maintenance, and there is a high SLA with 100 percent uptime. We also pivoted to 911 Inform, which has a deeper feature set.”
Hardware and devices (1H 2024)
• IPO – ACO parity
• ACO night key
• SSO/QR code for guest login
• New room systems
• H.265 video
• Android 12 OS
• Multiline appear
• Secure indicator
“You can trial up to 15 of our devices before you buy,” said Arumika Jerome, hardware product management leader. “That gives you an opportunity to see them in service as we add to our portfolio.”
Avaya Experience Platform (AXP)
• Digital AI agent assist (Google CCAI)
• Verint enhancements
• Voice recording
• Calabrio workforce management
• Citrix VDI
• GitHub site
• Voice survey (2Q)
• Embedded voice recording (2Q)
• Automated agentless digital outreach (2Q)
Oliver Bengtsson, senior marketing manager, said Avaya offers named user bundles for contact centers without multiple shifts, as well as using the same license for multiple agents. “We are delivering APIs through the Avaya Developer Portal, making customization easier,” he added.
AXP Connect
• Consult and transfer
• Conference
• Admin sync utility
• Citrix VDI
• Supervisor observe (2Q)
• Integrated AXP customer journey (2Q)
Avaya Cloud Office (ACO)
• Business analytics pro
• Forward all company/site calls
• Server-based conferencing
• New licensing packages (2Q)
• J100 persist devices (2Q)
Avaya IP Office
• Native IPv6 support phase 1 via SBC
• Workplace 3.36
• Usability and accessibility enhancements
• Subscription – US and Canada availability (2Q)
• Rocky Enterprise Linux upgrade (2Q)
“We are bringing security enhancements to this solution,” said Vandana Brar, director product management.
Avaya Customer Experience Services (ACES)
• Refreshed UC and CC premise offers
• Expanded WEM
• AI use case offers
• Unified client migration
• Customer journey widget
• DSP updates
• AXP Connect with AEC (2Q)
• Conversational AI with HCS in store (2Q)
Stay tuned for further roadmap updates this year!
