Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets

Avaya,  has expanded the availability of its Avaya OneCloud CCaaS contact center solution into forty countries, providing organizations globally with digital capabilities that better connect customers and employees across any touchpoint, modality, device, and channel. Avaya OneCloud CCaaS is a key part of the AI-powered Avaya OneCloud experience platform that includes workstream collaboration, unified communications and communications platform as a service solutions with OneCloud UCaaS and OneCloud CPaaS.

According to IDC, 84 percent of consumers consider “experience” as important as a company’s product or service, and 92 percent say customer experience has a great influence on future purchase decisions.² Avaya OneCloud CCaaS enables organizations to create true customer experience centers, by easily expanding their digital capabilities to benefit from everything cloud has to offer. This includes the flexibility, efficiency and innovation-on-demand of a multi-cloud ecosystem that delivers real-time insight, analytics and context, enhancing each customer interaction, across whatever touchpoint they choose, with speed and agility. Avaya OneCloud CCaaS also provides effortless composability enabled by Avaya OneCloud CPaaS, which is a force multiplier delivering even more value for the customer experience center. This enables organizations to easily leverage prebuilt apps to extend existing capabilities, as well as use build-your-own apps to create unique solutions to meet specific, customized needs.

Avaya OneCloud CCaaS gives organizations the power to:

• Connect digital touchpoints throughout the entire customer journey — from email, messaging, chat, social, and the ability for organizations 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.
• Personalize employee experiences with a customizable, 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 personalized approach

“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,” said Mary Wardley, Vice President, CRM Applications, IDC. “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. ”

Avaya OneCloud CCaaS helps organizations make each interaction effortless, seamless, and context driven—creating memorable experiences for customers and the employees who serve them. Avaya intelligently pairs customers and employees with the right resources at the right time, and AI-powered workflows give employees context and virtual assistance to create more rewarding engagement, while management tools deliver organizational-level insights.

“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,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “Success depends on having an ‘always-on’ business that can deliver personalized, cloud-based experiences quickly and easily. Avaya OneCloud CCaaS enables our customers to realize the power of a cloud application ecosystem that’s multiplied by CPaaS and workstream collaboration.  It powers an organization-wide customer engagement advantage that will be essential to remain competitive. And just as important, it is focused, flexible, comprehensive and fast.”