BT Wholesale and Avaya Cloud Solution becomes a reality with Advanced Payment Solutions (APS) as its first customer

10 Dec 2015
  • APS becomes first client for BT Wholesale Avaya Cloud Solution
  • IP Integration will tailor the service to provide true omni-channel approach that overcomes geographical barriers
  • IP Integration will be providing a PCI compliance solution to ensure that the sensitive data of APS’ customers remains secure.
London, UK - 2015 - Avaya and BT Wholesale today announce that APS is the first customer for the BT Wholesale Avaya Cloud Solution service.  The move will enable APS to transform its customer contact strategy that supports the digital banking solutions it provides to consumers, businesses and local government. The solution will be tailored by IP Integration.
 
APS is a pioneering provider of banking solutions to mobile enabled customers. By combining the market leading security and resilience of BT Wholesale and Avaya’s leading contact centre technology, with IP Integration’s award winning expertise in providing transformational customer service solutions, APS will drive this new innovative customer service technology to its portfolio of digitally enabled customers.
 
Working with APS, IP Integration is tailoring the BT Wholesale Avaya Cloud Solution to enable the company to provide a true omni-channel approach to its diverse range of customers. The proposition also enables APS to overcome any geographical barriers by delivering and managing access to contact centre tools no matter where the contact centre or resources are based in the world. A perfect virtual platform that provides APS the ability to easily integrate newly acquired portfolios while allowing it to support international expansion in the future.
 
Commenting on the new contact centre technology, Rich Wagner, CEO and founder of APS, said, “We wanted a solution that would enable customers to be serviced without barriers.  Too often contact centre technology is only focused on improving the efficiency of calls. However, we believe we should make customer service easy for our customers and by making it easy for customers, they will naturally make it efficient for us, with the added benefit of being more satisfied than engaging with a traditional contact centre. In IP Integration, we have found a partner that agrees with this philosophy and has the experience and skillset to deploy the technology so that this becomes a reality. We are excited by the possibilities this will provide and we believe this solution will deliver it and more.”
 
One tool that APS is keen to make the most of is speech analytics. Richard Gompels, CTO of APS states, “When I first saw what this could do, I knew our analytics team would be excited by it. Now APS is able to analyse every word our customer says, not what the agent reports. That granular and unfiltered level of data will drive greater insight and help us deliver greater differentiation, not just among our banking peers but it will make APS a key leader in customer engagement in any industry.”  
 
With data security a key concern for banks, the solution will provide tried and tested resilience and on top of this, IP Integration will be providing a PCI compliance solution to ensure that the sensitive data of APS’ customers remains secure.
 
“Using the BT Wholesale Avaya Cloud Solutions, APS is beating a new path to greater business agility that will help the company drive a completely new type of customer experience,” commented Steve Rafferty European Vice President SPs & SIs, Avaya. “This technology is making it possible for UK businesses to respond quickly and flexibly to accommodate changing business and customer demands without large upfront capital costs and the usual purchase commitments – it’s a real game-changer for customer service.”
 
James Hennah, Sales Director, Carrier and Channel, BT Wholesale, added, “Having such an innovator and sophisticated contact centre user as APS signed up to our service is  testament not only to the BT Wholesale Avaya Cloud Solution , but also to the confidence customers and channel partners have in it and us.  The shift from on-site to cloud based services is gaining momentum, this contact centre as a service solution fills a gap in the market for enterprise grade contact centre capability delivered as a service, and we are looking forward to working with our partners to lead the charge into that segment”
 
Neil Boxer, CTO, IP Integration, added, “We have developed a strong partnership with APS, formed out of working closely across the organisation, understanding its needs and designing what is a market leading contact centre solution that we know will ensure they continue to lead the market in providing challenger banking services.”  
 
Tags: Avaya, BT, engagement, technology, customer, banking, omnichannel, contact center, networking, services, security, data, channel.
 
About Avaya:
Avaya is a global provider of business collaboration and communications software and services, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com/uk/.
 
 
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Rachel Bibby

Avaya

+44 (0)1483 309602

rbibby@avaya.com