Avaya Holdings has signed a definitive agreement to acquire Spoken Communications (“Spoken”), a provider of Contact Centre as a Service (CCaaS) solutions and transformative real-time customer experience management applications built on conversational artificial intelligence.
The transaction follows a co-development partnership formed by Avaya and Spoken in 2017 to provide CCaaS solutions to Avaya’s business process outsourcing customers.
“With this acquisition, Avaya’s large contact centre customer base around the world will have a clear migration path to the cloud,” said Jim Chirico, president and CEO of Avaya. “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.”
Spoken’s cloud-native, multi-tenant architecture is seamlessly integrated with Avaya Aura and Elite technologies. Customers will further 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.
“This transaction is a critical step in positioning our customers, partners, and new Cloud business for increasing success,” said Mercer Rowe, SVP and GM, Cloud, for Avaya. “We are now moving at cloud speed, capitalising on Avaya’s momentum to give our customers greater choice and flexibility in how they buy and consume our solutions.”
Upon completion of the transaction, Rowe will lead the combined Spoken and Avaya cloud teams.
Mohamad Afshar, president and CEO of Spoken, said, “This is an exciting time to join the Avaya family. Our successful partnership has demonstrated that working together, Avaya and Spoken can deliver a compelling cloud-native CCaaS portfolio for Avaya customers that offers every customer, from small and mid-market businesses to global enterprises, a seamless path to a modern cloud-based contact centre.
“Further, Avaya shares our vision for how communications, cloud and artificial intelligence will come together to transform the customer experience and drive new efficiencies for businesses everywhere. We look forward to pursuing this vision together and becoming the #1 cloud based contact centre provider in the world.”
The transaction is expected to close in the second quarter of fiscal 2018, subject to customary closing conditions.