"With OneCloud CCaaS, Avaya is combining expanded digital capabilities with a full-range of deployment options across public, private and hybrid cloud, to enhance the total experience for customer and employee engagement," said Mary Wardley, Vice President, CRM Applications, IDC. "Their use of AI, orchestration, bots, the integration between voice and digital – all make for a compelling solution designed to be flexible and agile. And Avaya's extensive ecosystem of technology partners and developers brings additional, proven capabilities that are continually integrated into the Avaya OneCloud CCaaS solution, delivering further value to customers. "