SANTA CLARA, CA -- (Marketwired) -- 06/17/13 --
•Avaya provides a complete set of contact center tools enabling HP to add a broad range of services that will evolve clients' customer service operations
Avaya announced today that Avaya Collaborative Cloud solutions are being used as the foundation for the new HP Customer Engagement as a Service (CEaaS).
Avaya Collaborative Cloud enables HP to evolve and augment their clients' customer service operations with proven, Avaya contact center technology delivered by HP as a cloud-based solution and supported by HP's global service team. Using Avaya Collaborative Cloud as the backbone of its Customer Engagement as a Service offer, HP can provide clients with a fast path to a new, flexible platform, greater interoperability across vendors, domains and protocols, and a complete set of contact center tools that:
•Facilitate a consistent customer experience across all channels with the ability to route voice, email, chat, scanned documents, SMS and fax-based workflows to agents. •Accelerate response times to customers with interactive voice response (IVR) technologies, including voice prompts, speech recognition and text-to-speech. •Support higher levels of customer service with call recording and quality monitoring capabilities that evaluate agents' performance and interactions with customers. •Enable on-site or remotely-based customer service agents. •Incorporate value-add services including analytics, mobile integration and social customer relationship management while reducing the total cost of ownership.
Avaya Collaborative Cloud includes a variety of solutions that enable customers and partners to build, manage, enable and deliver Avaya solutions through cloud-based delivery models. The comprehensive offers for cloud service providers feature flexible choices and pricing models, enabling them to build new revenue streams by delivering open, mobile collaboration and multichannel customer service to their enterprise customers.
"HP is a valued Avaya partner with which we have collaborated for many years to build mission-critical contact centers that deliver world-class service levels to HP's customers. As the strategic business value of customer service operations intensifies with ramifications across a business, Avaya is ready to take them to the next level with the simplicity and flexibility enabled by a cloud-based delivery model."
-- Joel Hackney, senior vice president and general manager, Global Cloud Solutions, Avaya
"When a customer reaches out to a service center, a negative experience can lead to lost business and a damaged reputation, HP CEaaS helps clients provide their customers a better contact center experience that increases customer loyalty while positively impacting the bottom line."
-- Danila Meirlaen, vice president, Business Process Outsourcing, HP Enterprise Services
Avaya Collaborative Cloud
HP Customer Engagement as a Service (CEaaS)
Tags: Avaya, HP, Collaborative Cloud, contact center as a service, customer service, cloud-based applications
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe 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 our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
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