DENVER, July 21, 2020 /PRNewswire/ — Journey today announced it has been selected by Avaya Holdings Corp., a global leader in solutions that enhance and simplify communications and collaboration, as a Technology Partner in the Avaya DevConnect program. Avaya delivers innovative solutions for contact centers and unified communications that create intelligent communications experiences for customers and employees.
Journey helps enterprises verify customer identity using an award-winning and patent-pending network based approach that can enable agents to save one minute per call on average by eliminating the unpleasant and time-consuming process of establishing a caller’s identity. Beyond authentication, Journey’s Trusted Identity Platform secures and enhances customer experience throughout every interaction in the customer journey, from new account creation, to ongoing interactions and transactions such as payment processing or document signing — all with a single tool that can easily integrate with existing solutions, tools and processes. Its unique ability to combine secure communications with an elegant customer experience makes the Trusted Identity Platform an ideal tool for the contact center or wherever trusted identity and security are needed, such as secure video meetings, in-person interactions, or telehealth.
As a DevConnect Technology Partner, Journey will work with Avaya to simultaneously solve for privacy, security, and customer experience for customers using Avaya Contact Center solutions, removing the trade-offs required in the past, such as passwords, account numbers, requests for social security numbers or other personal questions. In less than two seconds, it confirms customer identity with 99.9999% accuracy, enabling enterprises to interact and transact with their customers securely and simply.
“Enterprises and customers alike have been conditioned to accept time-consuming and ineffective ‘security’ questions to verify caller identity, but the truth is that these solutions are irritating to customers and all too easy for fraudsters to beat,” said Journey CEO Brett Shockley. “By fundamentally rethinking how to establish trusted identity as a network-based solution, we can solve for a high degree of security and an elegant and fast customer experience. We are proud to have been named Best of Enterprise Connect and Best Innovation in Customer Experience for our breakthroughs in this space.”
“Technology partners like Journey are enabling Avaya Contact Center users to truly differentiate their customer experience. Journey’s solution does what no one else has been able to do in terms of security, customer experience, privacy, and operational efficiency, particularly for customers who deal with sensitive customer information,” said Eric Rossman, vice president, Partners, Developers and Alliances, Avaya.
The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party solutions that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of capabilities – spanning collaboration, management, analytics, reporting and communications-enabled business process applications – helping joint customers extend the value of their collaboration and contact center investments and accelerate the speed at which their organization delivers true value to the bottom line.
The Avaya DevConnect program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created a broad array of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, mobile and emergency notification services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.
Through the DevConnect program, Avaya provides companies with a wide range of technical education, access, and support for many Avaya platforms and interfaces, often at no cost to registered members. Technology Partners receive additional benefits in terms of in-depth, joint compliance testing activities and co-marketing support, based on their alignment with Avaya strategy and value offered to Avaya customers. DevConnect Technology Partners, like Journey, must meet rigorous criteria for customer satisfaction, product support, business operations, marketing, and sales.
Membership information and a listing of solutions developed and tested under the DevConnect program are available at www.avaya.com/devconnect.
Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya. For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. For more information, please visit www.avaya.com.
Journey’s Trusted Identity Platform is the first and only identity authentication solution that allows companies to eliminate customer friction while also dramatically lowering fraud, reducing operating costs, and lessening the risk of data breaches. It is a milestone that will transform both inbound and outbound customer interactions for enterprises in industries such as contact centers, healthcare, retail, financial services and business process outsourcing (BPO). For more information, visit www.journey.ai.