Business communications company Avaya is set to acquire Spoken Communications, a Contact Center as a Service (CCaaS) solutions company – in a cash deal.
Spoken Communications, which has 170 patents and patent applications, is also a provider of transformative real-time customer experience management applications built on conversational artificial intelligence (AI).
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. Financial details of the deal were not disclosed.
“With this acquisition, Avaya’s large contact center customer base around the world will have a clear migration path to the cloud,” said Jim Chirico, president and CEO of Avaya, at the company’s channel partner program in the US.
The US-based company claims that Spoken’s architecture integrated with Avaya Aura and Elite technologies provides a robust architecture for both Avaya’s omnichannel offerings, such as Oceana, and its Unified Communications as a Service solutions.
In addition, customers will gain access to Spoken’s specialized agent quality software applications and services, as well as Spoken’s IntelligentWire contact center 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 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, senior vice president and general manager, Cloud, for Avaya.
Mercer Rowe will lead the combined Spoken and Avaya cloud teams to foster innovative growth and cloud differentiation in the marketplace.
Mohamad Afshar, president and CEO of Spoken, said Avaya and Spoken can deliver a cloud-native CCaaS portfolio for Avaya customers. Avaya did not reveal the future of Mohamad Afshar following the acquisition.