UK outsourcing firm Kura is revolutionising its contact centre services by signing up for Avaya Enterprise Cloud.
Avaya Enterprise Cloud will enhance Kura’s CX capabilities, providing its clients – including energy and financial services businesses – with comprehensive inbound and outbound contact centre services. These are delivered via a leading platform with options to introduce further features such as speech analytics, digital and social channels and secure PCI payments.
Janine Hunt, Client Partnership Director at Kura, commented:
We are very excited about the difference Avaya Enterprise Cloud is going to make to our business. It will enable us to deliver the advanced features that are enormously beneficial to clients. They will take customer experience to the next level. The new solution will support us into the future, and has scalability to grow with our needs, has the flexibility to integrate with external platforms and lets us add or remove advanced features on demand.”
With Avaya Enterprise Cloud’s advanced CCaaS capabilities delivered via a dedicated cloud deployment, Kura’s tailored offering will initially include 600 advisors across the UK and South Africa, with scalability potential. The tailored solution replaces five on-premise systems restricted by convoluted ISDN-based telephony and myriad support providers.
“From readying us for initial go live to leveraging all the advanced features and innovation and training us to become fully autonomous, Avaya Customer Experience Services (ACES) has been key in guiding and supporting us in our journey, and we are looking forward to realising its full potential,” Hunt added.
The list of features provided by Kura’s Avaya Enterprise Cloud solution is extensive, including inbound call routing with encrypted call recording, complex outbound campaigns for clients with daily modifications of dialling, dynamic agent scripts, and tagging call recordings with call outcomes.
There are also SIP trunk services from Avaya to support the telephony.
Lastly, there is open API-based integration, delivering service with multiple external applications including Syntelate XA agent scripting from Inisoft, Kura’s legacy workforce management system; Kura’s management information and client desktop; and outbound campaign list and results processing.
“Contact centres know that they, their clients, and their customers will all benefit from the innovative features that are only available in the cloud but are often hesitant as digital transformation can be disruptive to business,” said Steve Joyner, Vice President of UK & Ireland at Avaya. “At Avaya, we offer a pathway that provides a seamless hybrid cloud experience that combines the best of on-premises and cloud solutions to minimise disruptions, maximise ROI, and drive innovation.”
The new Avaya Enterprise Cloud CCaaS is enabled by binding availability service level agreements and a designated service delivery manager, helping reduce Kura’s total cost of ownership compared to its previous legacy environment.
A Big Summer for Avaya’s Return to the CX Epicentre
Avaya Enterprise Cloud was one of several solutions the vendor announced in June at this year’s Avaya ENGAGE. This event was an opportunity for the business to reflect on and celebrate its emergence from Chapter 11 bankruptcy and outline the next stage of its growth.
Avaya CEO Alan Masarek described this next stage as “innovation without disruption,” and he also spent this summer making several key C-Suite hires, including Amy O’Keefe as Chief Financial Officer (CFO), Omar Javaid as Chief Product Officer (CPO) and Josh Mueller as Avaya’s Chief Marketing Officer (CMO).
Alongside Avaya Customer Experience Services and Avaya Experience Platform Connect, Avaya Enterprise Cloud illustrates Avaya’s intention to rebuild its brand and portfolio of solutions, with Kura one of the latest clients to sign up.
Avaya also announced an intriguing partnership earlier this week, with Journey.ai growing its Avaya Hybrid Cloud Services (HCS) offering by introducing its biometric authentication technology.
This function allows Avaya’s on-premise contact centres to authenticate agents using biometrics rather than passwords. Journey says its biometric authentication technology provides greater security, including reducing fraud, and offers an improved agent experience.
“We are delighted to partner with Journey on this innovative approach to providing contact centres access to more robust and efficient security,” said Emir Susic, Global Vice President, Avaya Customer Experience Services. “With our shared commitment to ‘Innovation without Disruption,’ we stand ready to support any future digital journey our customers envision.”
