Avaya to bring Cloud-based contact centre solutions to India

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Singapore, April 25 (IANS) In a bid to strengthen the Business Process Outsourcing (BPO) community in the Asia-Pacific region, global communications technology firm Avaya on Wednesday announced an end-to-end, Cloud-based Contact Centre-as-a-Service (CCaaS) solutions that will first come to India and the Philippines in July.

The CCaaS offerings – that will enable BPOs with flexible deployment options for moving to the Cloud and deliver differentiated services to enhance workforce efficiency – will be made available in the rest of the Asia-Pacific region by December.

“Our relationship with the BPO community is one that is very valuable to Avaya, and we are proud to have been long-standing partners with so many companies in the APAC region – the core of our BPO ecosystem,” said Jim Chirico, President and Chief Executive Officer, Avaya.

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“Supporting this region is a big driver of our investment, product development and go-to-market strategy for the BPO sector. Today, we are doubling down on our commitment to this community, and providing a roadmap for our customers’ transformation journeys,” he emphasised.

Avaya made the announcement after a round-table session with the leading BPO customers, held as part of the “Experience Avaya Asia Pacific” event here.

With the new CCaaS, BPOs will continue to receive the consistent experiences they expect from Avaya and be able to move operations to the Cloud at their own pace as they continue to focus on adding value to their customers.

Avaya is actively driving digital transformation initiatives with some of the leading BPOs in the APAC region, helping them build unique and differentiated solutions that transform the customer experience and deliver greater value.

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Avaya provides contact centre solutions for the top 10 outsourcers in the Philippines, the top five BPOs in Japan, every leading BPO in India — along with several other BPOs across APAC.

“We see Avaya as a trusted partner, one that we want alongside us as we move forward on our transformation journey,” said Sandip Sen, Global CEO, AEGIS BPO.

“Avaya shares our vision for leveraging emerging technology trends like real-time speech analytics and robotic process automation to transform the customer experience, and improve productivity, accompanied with Cloud transition,” Sen added.

The new Cloud offerings comes after Avaya’s acquisition of Spoken Communications, a leading innovator in CCaaS solutions for enterprise customers.

Spoken’s cloud-native, multi-tenant architecture is seamlessly integrated with Avaya Aura and Elite technologies, providing a robust architecture for Avaya’s omni-channel offerings, such as “Oceana”, and its Unified Communications-as-a-Service solutions.

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“We are actively investing in emerging technologies that can be leveraged to migrate services beyond voice, and enable our BPO customers to increase efficiency, drive automation and provide greater flexibility in deployment,” said Laurent Philonenko, SVP and GM, Solutions and Technologies, Avaya.

“We are giving our BPO customers the freedom to choose the capabilities they want to place on the cloud, while minimizing business disruption and enabling them to focus on creating business value,” Philonenko added.

(Archana Sharma is in Singapore at the invitation of Avaya. She can be contacted at [email protected])

–IANS

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