CCaaS

Choice and Flexibility for Your Cloud Services Offerings

Avaya CCaaS - Contact Center as a Service

Avaya-Powered Cloud Enablement for Customer Experience Management

  • Get to market fast with your own truly differentiated Contact Center as a Service (CCaaS) solution for enterprise customers. Leverage Avaya’s open standards, extensive APIs, and customization capabilities to tailor your solution with your own valuable features. Your services are supported on a common SIP-based communications core and an open, enterprise-wide, cloud-grade network infrastructure.
  • Pay only for what’s used. This cloud-enabled solution for Customer Experience Management is licensed on a utility model where you pay only for licenses used by your customers, not for additional unused capacity.
  • Provision systems to expand with capacity needs—but don’t incur significant upfront costs. When you don’t pay for idle capacity, you gain greater control over cash flow and expenses.

• Get Avaya’s Rich Heritage in Cloud Solutions

Our rock-solid reliability in voice communications expands to contact centers through the cloud. Our geo-redundant solutions can support any size contact center.

• Get Started with Low Start-Up Costs and Low-Risk Managed Growth

Our opex-based business model scales to meet fluctuating demand. Multi-tenancy capabilities let you leverage costs across many customers. Monthly billing is based on actual usage, with minimal upfront costs.

• Create a Differentiated Contact Center Offering

The Avaya-powered Customer Experience Management solution is built on open standards, has extensive interfaces and APIs, and gives access to a lineup of third party offerings.

Industry Recognition
Avaya Receives 2015 Cloud Computing Excellence Award from TMC
Cloud Communication Services for Small, Midsize and Large Enterprises with Avaya

Offer a Full Suite of Collaboration and Contact Center Solutions in One Platform

Our contact center solutions use the same Avaya Aura® core as our Unified Communications, so applications can be delivered through the same tools. Avaya’s modular approach to a hosted contact center lets you start with voice-centric services, and grow to multichannel and intelligent workflows. Deliver cloud communication services for small, midsize, and large enterprises—all from the same platform. Avaya and non-Avaya applications can be delivered centrally and rapidly through administrative segmentation and session-based privacy controls.

Avaya CCaaS Features

Provide Key Contact Center Capabilities to Your Customers

Avaya offers a wide array of features, functionality, and capabilities so you can build the offerings you need.

  • Support multichannel interaction, so customers can use any communication channels they choose.
  • Offer the right resources at the right time. Capture resource skill sets in the routing database, and then route contacts to the right resource by skill type, regardless of channel.
  • Promote self-service and reduce expensive live call handling by creating sophisticated handling of automated interactions across multiple media.
  • Record and analyze customer interactions to fully understand the customer experience. Call recording is useful for maintaining quality goals, and for proving regulatory compliance. Avaya Call Management System reports are provided through a friendly multi-tenant ANAV interface.
  • Analyze virtually everything—from wait times to average answer speeds, to percent reduction over the past year in abandoned call times.
  • Provide a simple, intuitive agent desktop with advanced contact handling features, on demand access to customer information, and immediate access to experts.

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