Avaya to Accelerate Cloud Contact Center Adoption for Asia-Pacific Market

Avaya Holdings Corp. announced that it is strengthening its commitment to the Business Process Outsourcing (BPO) community in the Asia-Pacific region.  It is introducing end-to-end Contact Center-as-a-Service (CCaaS) solutions for the Asia-Pacific market, with the first offerings available in India and the Philippines in July 2018, followed by the rest of APAC by December 2018.

The Avaya CCaaS offerings will provide BPOs with flexible deployment options for moving to the cloud, enabling them to deliver differentiated services that enhance workforce efficiency and enable business processes to be automated. BPOs will continue to receive the consistent experiences they expect from the company, and be able to move operations to the cloud at their own pace, while they continue to focus on adding value to their customers.

Avaya made the announcement after a dedicated roundtable session with leading BPO customers in region, held as part of the Experience Avaya Asia Pacific event taking place in Singapore today. Avaya executives thanked BPO customers for their commitment to the company, gave guidance on new initiatives, and discussed ways to work together to create better mutual value.

Avaya is actively driving digital transformation initiatives with some of the leading BPOs in the APAC region, helping them to build unique and differentiated solutions that transform the customer experience and deliver greater value. Avaya provides contact center solutions for the top 10 outsourcers in the Philippines, the top five BPOs in Japan, every leading BPO in India, along with many other BPOs across APAC.

The new cloud offerings follow on from Avaya’s acquisition this year of Spoken Communications, a leading innovator in CCaaS solutions for enterprise customers. Spoken’s cloud-native, multitenant architecture is seamlessly integrated with Avaya Aura and Elite technologies, providing a robust architecture for Avaya’s omnichannel offerings, such as Oceana, and its Unified Communications-as-a-Service solutions. With Spoken now part of the family, BPOs can access voice services on the cloud for their US customers, providing them with greater flexibility and scalability options.