Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences

Rhea-AI Summary

Avaya (NYSE: AVYA) has expanded its OneCloud CCaaS solution into 40 countries, enhancing digital capabilities for effective customer and employee connections. This cloud-based solution integrates unified communications and workstream collaboration, enabling organizations to personalize experiences and predict customer needs. Avaya's offering leverages AI and orchestrated workflows, making real-time interactions seamless. This strategic move is aligned with customer demand for enhanced experiences, as noted by IDC, which found that 84% of consumers value experience as much as the product itself.

Positive

• Expansion of OneCloud CCaaS into 40 countries enhances global reach.
• Integration of AI-driven capabilities improves customer interaction and personalization.
• Positive alignment with consumer demand for enhanced customer experience.

Negative

• None.

Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has expanded the availability of its Avaya OneCloud^TM CCaaS contact center solution into forty countries¹, providing organizations globally with digital capabilities that better connect customers and employees across any touchpoint, modality, device, and channel. Avaya OneCloud CCaaS is a key part of the AI-powered Avaya OneCloud experience platform that includes workstream collaboration, unified communications and communications platform as a service solutions with OneCloud UCaaS and OneCloud CPaaS.

According to IDC, 84 percent of consumers consider “experience” as important as a company’s product or service, and 92 percent say customer experience has a great influence on future purchase decisions.² Avaya OneCloud CCaaS enables organizations to create true customer experience centers, by easily expanding their digital capabilities to benefit from everything cloud has to offer. This includes the flexibility, efficiency and innovation-on-demand of a multi-cloud ecosystem that delivers real-time insight, analytics and context, enhancing each customer interaction, across whatever touchpoint they choose, with speed and agility. Avaya OneCloud CCaaS also provides effortless composability enabled by Avaya OneCloud CPaaS, which is a force multiplier delivering even more value for the customer experience center. This enables organizations to easily leverage prebuilt apps to extend existing capabilities, as well as use build-your-own apps to create unique solutions to meet specific, customized needs.

Avaya OneCloud CCaaS gives organizations the power to:

• Connect digital touchpoints throughout the entire customer journey — from email, messaging, chat, social, and the ability for organizations to Bring Your Own Channel (BYOC).
• Intelligently match customers with the best employees based on business rules, internal and external context and desired business outcomes.
• Personalize employee experiences with a customizable, modern workspace that easily brings customer insights from different applications and systems into a single pane of glass.
• Get ahead of every customer interaction by predicting needs and proactively engaging customers with journey intelligence.
• Quickly and easily layer-on innovative cloud technologies to deliver the exact experience that provides their customers more options, faster responses, and a more personalized approach

“With OneCloud CCaaS, Avaya is combining expanded digital capabilities with a full-range of deployment options across public, private and hybrid cloud, to enhance the total experience for customer and employee engagement,” said Mary Wardley, Vice President, CRM Applications, IDC. “Their use of AI, orchestration, bots, the integration between voice and digital – all make for a compelling solution designed to be flexible and agile. And Avaya’s extensive ecosystem of technology partners and developers brings additional, proven capabilities that are continually integrated into the Avaya OneCloud CCaaS solution, delivering further value to customers. ”

Avaya OneCloud CCaaS helps organizations make each interaction effortless, seamless, and context driven—creating memorable experiences for customers and the employees who serve them. Avaya intelligently pairs customers and employees with the right resources at the right time, and AI-powered workflows give employees context and virtual assistance to create more rewarding engagement, while management tools deliver organizational-level insights.

“Avaya understands that today’s ‘everything customer’ wants to consume services the way they do things, and an on-demand, Work from Anywhere workforce needs in-the-moment collaboration to provide customers with what they want, when they want it, and how they want it,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “Success depends on having an ‘always-on’ business that can deliver personalized, cloud-based experiences quickly and easily. Avaya OneCloud CCaaS enables our customers to realize the power of a cloud application ecosystem that’s multiplied by CPaaS and workstream collaboration. It powers an organization-wide customer engagement advantage that will be essential to remain competitive. And just as important, it is focused, flexible, comprehensive and fast.”

Additional Resources

• Learn how to create an effortless experience for customers with Avaya OneCloud CCaaS.
• Download the report, Four Ways Contact Center as a Service (CCaaS) Delivers a Better Employee and Customer Experience in 2021.
• Find out the Six Ways to Put Avaya OneCloud™ CCaaS to Work for Your Business.
• Read our blog, Not All Cloud Contact Center Solutions Are Created Equal: The Top Three Considerations When Moving to the Cloud.

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com.

¹Avaya OneCloud CCaaS is available in the following countries, with more being added continually: USA, Canada, Mexico, Argentina, Brazil, Chile, Colombia, Costa Rica, Jamaica, Panama, Peru, Austria, Belgium, Czech Republic, Denmark, Egypt, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Kuwait, Luxembourg, Netherlands, Norway, Poland, Portugal, Qatar, Romania, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom

²“Emotional Customer Intelligence and Digital Resiliency: Optimizing CX and NPS with Data and AI,” IDC 2021

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

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Source: Avaya Newsroom

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FAQ

What is Avaya's OneCloud CCaaS?

Avaya's OneCloud CCaaS is a cloud-based contact center solution that enhances customer and employee engagement through digital capabilities.

How many countries has Avaya expanded its OneCloud CCaaS to?

Avaya has expanded its OneCloud CCaaS solution into 40 countries.

Why is customer experience important according to IDC?

According to IDC, 84% of consumers consider customer experience as important as the product itself, influencing future purchase decisions.

What benefits does Avaya OneCloud CCaaS provide?

Avaya OneCloud CCaaS provides personalized employee experiences, intelligent customer matching, and the ability to layer innovative cloud technologies.