Avaya OneCloud CCaaS Provides Digital Call Center Capabilities into New Markets, Enabling Businesses Around the globe to Compose Easy Buyer and Personnel Ordeals

RALEIGH-DURHAM, N.C.–(Company WIRE)–Avaya (NYSE: AVYA), a world-wide leader in answers to boost and simplify communications and collaboration, has expanded the availability of its Avaya OneCloudTM CCaaS contact middle solution into forty nations around the world1, offering companies globally with electronic capabilities that much better join clients and staff across any touchpoint, modality, product, and channel. Avaya OneCloud CCaaS is a essential aspect of the AI-run Avaya OneCloud expertise system that incorporates workstream collaboration, unified communications and communications system as a services answers with OneCloud UCaaS and OneCloud CPaaS.

According to IDC, 84 per cent of buyers think about “experience” as crucial as a company’s solution or support, and 92 percent say customer knowledge has a terrific impact on future obtain decisions.2 Avaya OneCloud CCaaS allows companies to develop real buyer experience centers, by conveniently expanding their electronic abilities to gain from almost everything cloud has to give. This incorporates the flexibility, efficiency and innovation-on-desire of a multi-cloud ecosystem that delivers actual-time insight, analytics and context, boosting every single client conversation, across whichever touchpoint they select, with speed and agility. Avaya OneCloud CCaaS also presents easy composability enabled by Avaya OneCloud CPaaS, which is a force multiplier offering even more price for the consumer working experience center. This allows organizations to effortlessly leverage prebuilt apps to lengthen present capabilities, as very well as use construct-your-possess apps to develop unique answers to fulfill distinct, tailored requires.

Avaya OneCloud CCaaS provides organizations the ability to:

  • Link electronic touchpoints throughout the complete consumer journey — from electronic mail, messaging, chat, social, and the skill for organizations to Deliver Your Very own Channel (BYOC).
  • Intelligently match customers with the finest personnel based mostly on organization guidelines, inner and exterior context and sought after company outcomes.
  • Personalize staff ordeals with a customizable, modern workspace that very easily provides consumer insights from different apps and programs into a solitary pane of glass.
  • Get ahead of each individual consumer interaction by predicting requirements and proactively partaking customers with journey intelligence.
  • Rapidly and simply layer-on innovative cloud systems to supply the correct working experience that gives their customers much more selections, a lot quicker responses, and a far more personalized method

“With OneCloud CCaaS, Avaya is combining expanded electronic abilities with a complete-assortment of deployment selections throughout general public, non-public and hybrid cloud, to greatly enhance the complete practical experience for consumer and personnel engagement,” claimed Mary Wardley, Vice President, CRM Purposes, IDC. “Their use of AI, orchestration, bots, the integration amongst voice and digital – all make for a compelling alternative developed to be versatile and agile. And Avaya’s intensive ecosystem of technological know-how partners and developers brings supplemental, verified capabilities that are continuously integrated into the Avaya OneCloud CCaaS remedy, offering additional worth to customers. ”

Avaya OneCloud CCaaS allows corporations make every single conversation easy, seamless, and context driven—creating memorable experiences for shoppers and the staff members who provide them. Avaya intelligently pairs clients and workers with the correct resources at the ideal time, and AI-driven workflows give workforce context and digital guidance to produce far more fulfilling engagement, although administration tools deliver organizational-amount insights.

“Avaya understands that today’s ‘everything customer’ wishes to eat companies the way they do issues, and an on-demand, Get the job done from Everywhere workforce desires in-the-instant collaboration to provide customers with what they want, when they want it, and how they want it,” explained Anthony Bartolo, Government Vice President and Chief Merchandise Officer, Avaya. “Success is dependent on owning an ‘always-on’ business enterprise that can provide individualized, cloud-dependent experiences rapidly and conveniently. Avaya OneCloud CCaaS allows our prospects to know the electric power of a cloud application ecosystem which is multiplied by CPaaS and workstream collaboration. It powers an corporation-wide buyer engagement gain that will be crucial to keep on being aggressive. And just as critical, it is centered, adaptable, detailed and quickly.”

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About Avaya

Companies are built by the activities they present, and every day thousands and thousands of all those ordeals are shipped by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what is next for the long run of perform, with innovation and partnerships that provide recreation-shifting organization rewards. Our cloud communications solutions and multi-cloud software ecosystem ability individualized, intelligent, and easy purchaser and worker encounters to support obtain strategic ambitions and preferred results. Jointly, we are fully commited to aid grow your enterprise by offering Experiences that Subject. Discover much more at http://www.avaya.com.

1Avaya OneCloud CCaaS is available in the pursuing countries, with additional currently being extra constantly: United states of america, Canada, Mexico, Argentina, Brazil, Chile, Colombia, Costa Rica, Jamaica, Panama, Peru, Austria, Belgium, Czech Republic, Denmark, Egypt, France, Germany, Greece, Hungary, Eire, Israel, Italy, Kuwait, Luxembourg, Netherlands, Norway, Poland, Portugal, Qatar, Romania, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom

2“Emotional Consumer Intelligence and Electronic Resiliency: Optimizing CX and NPS with Facts and AI,” IDC 2021

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Supply: Avaya Newsroom