Avaya and T-Systems Expand Relationship to Deliver Contact Center as a Service to Businesses across Europe
19 Aug 2014
Meets growing demand for cloud-based contact center solutions
Full suite of Avaya Aura® contact center software will be supported by T-Systems cloud infrastructure, application and service management, data protection and security
Highly flexible offer will be extended to customers by both direct and indirect channels
Frankfurt, Germany and Santa Clara, Calif. – Avaya, a leading global provider of business communications and collaboration solutions and services, today announced an expansion of its relationship with T-Systems to offer Contact Center as a Service (CCaaS) to meet the growing demand from businesses for customer experience management solutions from the cloud.
The T-Systems CCaaS offer powered by Avaya will provide European enterprises with much greater flexibility to quickly meet changing business demands, such as those arising from seasonal fluctuations, marketing campaigns or M&A activities. OpEx-based, utility pricing means that customers only pay for what they use without the typical minimum contract periods and high usage requirements.
T-Systems will host the full suite of Avaya Aura® contact center software at its data center in Germany and extend the service offer across Europe through direct and indirect channels. As part of its cloud offer, T-Systems will also provide customers with application and service management, data protection and security.
Avaya and T-Systems have collaborated on advising and building contact centers for European businesses of all sizes for several years. In addition, Deutsche Telekom– T-Systems’ parent company – has relied on Avaya Customer Experience Management solutions for more than a decade to enable 30,000 agents to handle more than 70 million calls per year from its German customers.
"The recent ups and downs of the roller coaster economy are profound evidence of the need for flexibility in all aspects of business – not the least of which is how customer care technologies are acquired and deployed. The collaboration between T-Systems and Avaya provides that flexibility with market-leading customer experience management technologies in a Cloud-based service model that enables businesses to pay as they grow." -- Joe Manuele, vice president Global SI/SP Alliances and Cloud, Avaya
Tags: Avaya, T-Systems, Deutsche Telekom, contact center, customer experience management, technologies, cloud, CCaaS, SaaS, OpEx
Avaya is a global provider of business collaboration and communications solutions, 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.
Drawing on a global infrastructure of data centers and networks, T-Systems operates information and communication technology (ICT) systems for multinational corporations and public sector institutions. On this basis, Deutsche Telekom’s corporate customers unit provides integrated solutions for the networked future of business and society. Some 50,000 employees at T-Systems combine industry expertise with ICT innovations to add significant value to customers’ core business all over the world. The corporate customers unit generated revenue of around 9.5 billion euros in the 2013 financial year.
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