Page 6 - Extra Report on Avaya Q1 2017

6 Telecom Reseller: Extra Report on Avaya
Avaya Partners with China’s Tencent Cloud to O er Cloud- Based Services to Enterprises
1st Quarter 2017
BEIJING - Strategic agreement will leverage Avaya’s strength in contact center and uni ed communications solutions to develop communications cloud ecosystem
Avaya, a global leader in enterprise communications so ware, systems and services, announced it has signed a strategic agreement with Tencent Cloud, a leading
global cloud service provider, to help enterprise customers launch cloud-based communications services. e two companies will create a communications cloud ecosystem, combining Avaya’s strengths in contact center and uni ed communications solutions and services with Tencent’s social communications and broadcast technologies.
e move follows the announcement in March that the Tencent QQ instant messaging application is being integrated with Avaya’s contact center technologies to help companies deliver omnichannel customer experience.
As part of the agreement, Tencent and Avaya will also collaborate on disaster recovery e orts. Avaya provides powerful safety strategies and mechanisms for cloud data centers, helping enterprises avoid IT deployment risks and safeguard data security.
Tencent Cloud o ers robust disaster recovery mechanisms with remote disaster recovery capabilities that can maintain
the stable operation of services and enable 99.99% availability of instant communications
infrastructure service support. With the support of this technology, Avaya can accelerate the implementation of data disaster recovery and hotline programs.
“We have launched the CCaaS solution ‘A Cloud’ based on the SaaS model. In selecting a subsequent IaaS platform, we will fully cooperate with Tencent Cloud to rapidly implement Avaya cloud communications solutions.
“With Tencent Cloud’s secure, stable and
fast cloud computing services as well as its advantages in communications and big data platforms, we can help enterprises maximize the value of cloud communications,” said Ang Rong, General Manager of Cloud Business Unit, Avaya.
“Our stable, secure and fast cloud computing infrastructure services can enable rapid development and deployment of enterprise communications applications and provide strong support for data storage, processing and transmission.
e audio, video and communications solutions based on Tencent Cloud will also be aligned to various applications and services within Avaya’s uni ed communications solution, jointly optimizing the enterprise communications experience,” said Xie Yuefeng, Vice President of Tencent Cloud.
For more information, please visit http:// www.avaya.com. l
THOMSON
A rming that the three trends in 2016 were on target, the panel thought that the New Year will mean an increasing focus
on smart customer centric engagement when it comes to service. In 2017,
it’s all about using analytics and even smarter technology to increase customer satisfaction (CSAT) scores, loyalty and revenue, as well as better return on investment.
The six Avaya executives believe that these three trends will emerge in 2017:
Transforming legacy systems and increased customer use of omnichannel will streamline the customer journey to increase customer satisfaction, loyalty and revenue.
For example, many retailers will transform their Contact Centers to pro t centers. The shopping experience for their customers starts on the mobile device or web based applications and retailers want it to end with an order placed.
The customer will experience a seamless transition from mobile to voice or Web chat or video without having to repeat who they are and what they want to purchase. The agent will know the value of this customer to their company already and will provide a personalized shopping experience.
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pro t. For instance, Service vendors will use data captured from customer service requests, alarms, outage history, and project volume to identify risks and take appropriate actions to proactively mitigate issues.
Utility companies can leverage web based applications to proactively communicate to customers the status of a ected service areas via maps on smart phones, reducing the burden of customers calling the service center to report an outage.
Similarly alarm companies will analyze alarms and preemptively x them before the consumer arrives home.
Demand for holistic application
service management will grow as siloed and disparate cloud applications shift focus from managing assets in the eld
to delivering on business processes. Enterprises will need a dashboard that provides a single pane glass view by business process vs, CPU performance. The workforce needs to be trained to leverage all the data in a way that includes human touch.
The year 2017 promises to be very exciting as service transforms and demonstrates its value by pre-emptively xing issues before they become problems. It is imperative that knowing the customer and providing what they want, as well as the human touch, will become ever more critical in a big data world. After all, it’s all about the customer experience! l
ACD
Skill Based Routing
Enterprise Work Assignment CTI
CRM-Integration Uni ed Desktop
Outbound Dialler
Blending
System Integration Omnichannel-Architecture
E-Mail EMRS-Systems
E-Learning Monitoring
Knowledge Management
Desaster-Recovery Redundancy
KPI Dashboard WFM Software
Presence Systems
Omni Channel Agent Desktop
ContactPro ContactPro
Operation/Maintenance Hosted Solution
Lifecycle Mgmt.
FAX/DMS OCR
Printer
Back-Of ce Integration Uni ed Communication
Team Engagement Work ow
twitter facebook
Instant Messaging API
CP for Avaya EMC, AIC, POM, Presence and AES
CP Voice Agent on Avaya Elite and MS Skype for Business CP for Avaya Breeze and Avaya Oceana UC, CC SDK
CP WebReporter and Dashboard for all Channels Integrates easily with any CRM
Integration and Migration to all major CC Solutions
meet the Experts at cct-solutions.com
Analytics, Internet of Things (IoT), and big data will enhance the experience of the Customer Journey.
The predictive and pre-emptive active work ow will match people to people, machine to machine as preferred by the customer for maximum satisfaction and
Virtualization Home Agents
IVR Self Service Speech Analytics
Co-Browsing
Call Back @
WebRTC Chat-/Video-Chat
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