Avaya is extending its relationship with T-Systems to offer Contact Center as a Service (CCaaS) to European businesses to meet the growing demand for flexible and scalable cloud based customer experience management solutions. Avaya's fully-virtualized Aura® contact center software will be supported by T-Systems own infrastructure and value adds such as cloud infrastructure, application and service management, data protection and security.
According to Avaya, the Software-as-a-Service (SaaS) based service with no contract and pay per use model 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.
The CCaaS cloud-based solution that will be hosted in Germany leverages both the companies' experience in building and managing customer experience management solutions for Deutsche Telekom that caters for 30,000 agents handling more than 70 million calls per year, and their collaboration on advising and building contact centers for European businesses of all sizes for several years.
“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
