A leader in Gartner’s Magic Quadrant for Contact Center Infrastructure, Avaya has expanded their cloud communications portfolio to include an offering targeted at Contact Center Business Process Outsourcers (BPOs), labeled the Avaya Enterprise Cloud for BPO. Developed in conjunction with Spoken Communications, a leading innovator in Contact Center as a Service (CCaaS) solutions, Avaya Enterprise Cloud for BPO is a high-powered, multi-tenant cloud offering. The announcement was made at Avaya Engage, the company’s business and technology conference held in Las Vegas, Nevada.
Helping BPOs Switch to and Fully Leverage the Cloud
"BPOs are facing the same challenges of digital transformation that many businesses are experiencing, but with an exponential order of magnitude and complexity, said Tej Kohli, GM Cloud Solutions at Avaya. “Each of the brands and their customers has exacting expectations, timelines, and demands that must be met. Avaya Enterprise Cloud for BPO provides the simplest transition to cloud economics with virtually no change in agent, supervisor or operational processes," he added.
Avaya Enterprise Cloud for BPO is an integrated Avaya cloud service. It brings together Avaya's Customer Engagement applications with SpokenConversation Center CCaaS. Spoken's CCaaS offering is already being used by over 40,000 contact center agents, so their newest solution only furthers the relationship between the two companies.
Mo Afshar, CEO at Spoken Communications, also expressed his excitement about this latest partnership. "We are thrilled to be partnering with Avaya on this important initiative. The Avaya Enterprise Cloud for BPO provides the fastest path for Avaya customers that have been waiting for a true multi-tenant offering that takes full advantage of the transformative benefits of the cloud,” Afshar said.
Transforming Contact Centers with Avaya Enterprise Cloud for BPO
Avaya Enterprise Cloud for BPO helps address the digital transformation needs of BPOs and very large contact center operations by delivering a rich set of features and capabilities that dramatically improve agent productivity and customer satisfaction. Here’s what users can achieve with Avaya’s latest offering:
- Modernize the customer experience - Contact centers can elevate and boost the customer experience as Avaya Enterprise Cloud for BPO allows agents to engage customers across multiple channels from voice, chat, email, SMS and social. This is a highly valuable feature given that various businesses view the customer experience via contact centers as a competitive differentiator, based on Deloitte’s 2015 Global Contact Center Survey.
- Optimize the workforce - Businesses are equipped with various tools that help improve the performance of their workforce such as integrated call recording, surveys, listen and whisper, and more.
- Gain deeper insight into the business - Continuously and consistently improve agent performance and service levels by gaining business insight from every customer interaction. Avaya Enterprise Cloud for BPO uses machine-learning analytics to help capture and analyze every customer exchange coherently across all channels.
- Control operational expenses - Avaya’s solution for BPOs is offered at a pay-per-use model. It also offers businesses the ability to scale up or down at will, helping to manage operational expenses more efficiently.
- Extend agent workforce - An excellent solution for contact centers that employ remote personnel, Avaya lets businesses enable work-from-home agents with secure virtual desktop infrastructure
- Flexible billing - The solution also allows for flexible billing for BPO clients through its flexible sub-tenancy model.
- Security - Used by a majority of the largest BPOs around the world, Avaya contact center technologies feature end-to-end encryption and data isolation to ensure privacy and regulation compliance.
Below are the key features of Avaya Enterprise Cloud for BPO:
- Confidential Data Capture (Secure IVR)
- Auto Attendant (DTMF up to two levels)
- 3rd Party Integrations
- Public RESTful APIs
- Conversation Recording
- Audio Storage (per TB, first 90 days included)
- Quality Enablement Tools
- DTMF IVR
- Speech-enabled IVR
- Guided IVR
- Screen Capture
- Screen Capture Storage (per TB, first 30 days included)
- Outbound Dialer
- Quality Monitoring
- Cloud Platform
- Cloud Support and Operations
Avaya Enterprise Cloud for BPO is sold exclusively through Avaya and is available for sale in the U.S. and Canada. Other locations are expected to follow. Spoken Communications will also be offering the same technology outside the BPO sector as Spoken ConversationCenter with Avaya.
Avaya Driving Continuous Business Innovation
With Avaya’s latest offering, the company continues to strengthen its position in the cloud communications space as they offer a range of choices and deployment models for every business need. These include the Avaya IP Office Contact Center 10 for small to mid-sized businesses, which is available as premise-based, pure cloud, and hybrid deployments and Zang Office for SMBs looking for a pure cloud solution.
Learn more about Avaya’s cloud services and solutions by visiting their website.
About Spoken Communications
Spoken Communications is the leading innovator in digital conversations. Founded in 2005, Spoken seeks to leverage the power of customer conversations by bringing together cloud, big data, and AI technologies. Spoken ConversationCenter, the company’s native cloud contact center solution, is the first conversation-centric Contact Center as a Service (CCaaS) solution in the marketplace, which is used by more than 40,000 agents from Fortune 100 enterprises and outsourcers around the world.
Avaya delivers superior communications experiences to small businesses, mid-market companies, and large enterprises worldwide. Offering a comprehensive portfolio of software and services for contact center and unified communications, Avaya enables companies to engage customers, improve teamwork, achieve greater productivity, and quickly address critical business challenges. Avaya’s solutions are available in a variety of deployment models, including public, hybrid, and private cloud, as well as on a customer’s premises.