Avaya Invests in Cogito To Enhance Customer Experience Via Emotional AI

Avaya Holdings Corp. (NYSE: AVYA) today announced its investment in Cogito, a leader in AI for emotional intelligence that enables organizations to sense human behavior and guide call center 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.

About Cogito

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.

About Avaya

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.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “might,” “our vision,” “plan,” “potential,” “preliminary,” “predict,” “should,” “will,” or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, AI and the Company’s joint development program with Cogito. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 and quarterly reports on Form 10-Q filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

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