Avaya, a global leader in solutions to enhance and simplify communications and collaboration, has announced the expansion of its Avaya OneCloud™ CCaaS contact centre solution into forty countries.
The expansion will offer thousands of organisations globally digital capabilities to better connect customers and employees across any touchpoint, modality, device, and channel.
The key component of the AI-powered Avaya OneCloud experience platform is OneCloud CCaaS which encompasses workstream collaboration, unified communications, and communications platform as a service solutions.
As stated by IDC, 84% of consumers consider “experience” as equally important as a company’s product or service. Furthermore, 92% say customer experience greatly influences future purchase decisions.
Mary Wardley, Vice President, CRM Applications at IDC, said: “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.”
“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” comments Wardley.
Avaya OneCloud CCaaS provides organisations with effortless composability enabled by Avaya OneCloud CPaaS, and bringing even more value to the customer experience centre. This way organisations can leverage prebuilt apps to extend existing capabilities, as well as use build-your-own apps to meet specific, customised needs
Avaya OneCloud CCaaS gives organisations the power to:
- Connect digital touchpoints throughout the entire customer journey — from email, messaging, chat, social, and the ability for organisations to Bring Your Own Channel (BYOC)
- Intelligently match customers with the best employees based on business rules, internal and external context and desired business outcomes
- Personalise employee experiences with a customisable, modern workspace that easily brings customer insights from different applications and systems into a single pane of glass
- Get ahead of every customer interaction by predicting needs and proactively engaging customers with journey intelligence
- Quickly and easily layer-on innovative cloud technologies to deliver the exact experience that provides their customers more options, faster responses, and a more personalised approach
Anthony Bartolo, Executive Vice President and Chief Product Officer at Avaya, said: “Avaya understands that today’s ‘everything customer’ wants to consume services the way they do things, and an on-demand, Work from Anywhere workforce needs in-the-moment collaboration to provide customers with what they want, when they want it, and how they want it.”
“Success depends on having an ‘always-on’ business that can deliver personalised, cloud-based experiences quickly and easily. Avaya OneCloud CCaaS enables our customers to realise the power of a cloud application ecosystem that’s multiplied by CPaaS and workstream collaboration. It powers an organisation-wide customer engagement advantage that will be essential to remain competitive. And just as important, it is focused, flexible, comprehensive and fast”, adds Bartolo.
