Page 4 - Extra Report on Avaya Q4

4 Telecom Reseller: Extra Report on Avaya
China’s Ucloud and Avaya Debut
Contact Center-as-a-Service for
the Internet+ Era
Beijing - Avaya, a global leader in enterprise communication so ware, systems and services, and Ucloud, China’s largest independent public cloud provider, has announced the launch of “A Cloud”, a Contact Center-as-a-Service (CCaaS) solution. e announcement came at the 2016 China Enterprise Internet CIO Forum and 3rd Big Data Application Summit. “A Cloud” allows customers to deploy contct center operations in the cloud rapidly and cost-e ectively, helping businesses align their customer experience transformation to China’s “Internet+” era.
While traditional contact center environments require high up-front capital investment and complex structure deployment, CCaS solutions can be built and deployed quickly to manage and optimize existing infrastructures. “A Cloud” is able to help customers migrate their locally deployed contact centers to the cloud via private or hybrid cloud solutions. It can also provide customers with a managed and multi-tenant service model to meet customer demands.
Founded in 2012 by former Tencent executives, UCloud is the number one independent public cloud service provider
in China, specializing in hosting and cloud services for clients in various industries such as e-commerce, gaming, mobile internet, and SaaS, among others. With data centers in China, Hong Kong and the United States, UCloud helps its Chinese clients support their operations globally. e company announced a $100 million Series
2nd Quarter 2016
4th Quarter 2016
C nancing round this spring, with $160 million raised to date.
“A Cloud” applies a SaaS-based method to deploy contact centers. Allowing for quick customization and on-demand deployment of contact center businesses, “A Cloud” provides lighter and faster cloud experience in line with the Internet+ era.
Based on their speci c needs, enterprises can expand or reduce the service scale with a pay- as-you-go model. With the “A Cloud” solution, enterprises can reduce their one-time capital investment by 87% and continuous investment by 55%, as well as make payment on a utility model basis, for example, per user/per month, which will greatly reduce operation and management costs.
Quote
“In the Internet+ era, organizations of all sizes are facing the challenge of digital transformation. e one-stop cloud service provided by ‘A Cloud’ helps make it possible for enterprises to quickly deploy relevant businesses, keep pace with state-of-art contact center technologies and seize market opportunities. We hope that more enterprises will be attracted to join Avaya’s open and healthy ecosystem, share value on the cloud service platform and boost the upgrade and development of the whole industry.”
– Chen Wei, President, Avaya Greater China
For more information, please visit www.avaya. com. n
TOKYO, JAPAN - KDDI Evolva, one
of Japan’s leading call center service providers, has announced an agreement with Avaya to use the Avaya BreezeTM application development platform
to transform its contact center o erings. KDDI Evolva will develop
a next-generation contact center platform that can support omni- channel communications and o er it to enterprises as a cloud service.
The contact center platform will support multi-channel communication, including voice, e-mail, text messaging, mobile apps, social media and WebRTC support. The platform will allow real-time tracking and monitoring of customer interactions throughout their journey, regardless of the channel customers
use for contact. Communications are automatically directed to the most suitable agent. As KDDI Evolva will o er the contact center platform as a cloud service, enterprises can quickly and exibly transition to an omni-channel environment with low start-up costs.
The platform will be built on Avaya Breeze, which profoundly simpli es application development while delivering built-in capabilities for enhanced mobile, customer-facing and hybrid cloud requirements. By using Avaya Breeze, third-party applications can be easily incorporated, allowing developers to innovate solutions.
KDDI Evolva also plans to o er even
more sophisticated customer experience management services, with a new chat bot that uses arti cial intelligence (AI) already undergoing operational testing on the platform. KDDI Evolva is also looking to expand data mining solutions to enhance customer services.
Marubeni Information Systems (MSYS), a certi ed Avaya partner, will construct and deploy the platform. MSYS will leverage the power of the Avaya Breeze platform to complement its extensive experience in building contact center solutions, with deep experience in the nance and telemarketing sectors.
KDDI Evolva has been o ering call center services in Japan for more than 60 years, and combines business process outsourcing (BPO) services with IT solutions to maximize customer value.
Quote:
“We are very proud to be able to support KDDI Evolva’s development of its next- generation contact center platform. By utilizing the power of Avaya Breeze, KDDI Evolva will be able to meet customers’ needs and expand the range of services it provides, enabling enterprises to deploy Omni-channel solutions at their own pace and path.” Hedeo WachiManaging Director, Avaya Japan Ltd.
For more information, please visit www. avaya.com, http://www.avaya.com/jp, https://www.k-evolva.com/, https:// www.bpo.k-evolva.com/ and http://www. marubeni-sys.com/. n
KDDI Evolva to Build Contact Center Platform on Avaya Breeze to o er as a Cloud Services to Enterprises
Telecom Reseller: Extra Report on Avaya 17
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