Avaya Experience Platform™ Public Cloud is a multi-tenant contact center cloud solution running on the Microsoft Azure public cloud platform. Avaya Experience Platform™ Public Cloud has an open, API-first architecture that enables you to customize and integrate the solution into your existing infrastructure. Several services are available in the Avaya Experience Platform™ Public Cloud cloud solution, that offer:

• Automated and assisted routing of voice, email, chat, and messaging channels

• AI noise removal that removes noise from both agent and customer’s end irrespective of the calling device used at both the ends.

• Centralized administration of all contact center resources using Application Center

• Real-time and historical reporting and analytics

• Visualized customer journey tracking across multiple channels

• Avaya Workspaces, a browser-based application for agents and supervisors

Avaya Experience Platform™ Public Cloud is a cloud solution with a subscription model. You can purchase features and agent licenses to meet your solution requirements and quickly scale up or down your operations as necessary. New features become available to you as soon as they are released. You do not need long maintenance windows to upgrade your solution.

Avaya Experience Platform™ Public Cloud architecture

The key aspects of Avaya Experience Platform™ Public Cloud architecture are the following:

• A shared multi-tenancy model across the solution

• Horizontally scalable services, accessible by API

• Advanced automation with a single queue across all channels

• Large scale and high availability (HA) as a central aspect of the solution architecture

• Zero-downtime upgrades, where the HA model for all services minimizes the impact on contact center operations

Multi-tenancy is a fundamental part of the Avaya Experience Platform™ Public Cloud data architecture. Every event, entity, and configuration in Avaya Experience Platform™ Public Cloud is associated with an organization, which provides data partitioning at an account level. Avaya Experience Platform™ Public Cloud works with Avaya and other third-party products. These products can have their own multi-tenancy architecture and implementation.