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Avaya to open cloud-based contact center solutions in India

The US-based communications technology company Avaya Wednesday said that it would introduce end-to-end Contact Center-as-a-Service (CCaaS) solutions in India by July 2018, as a part of its strategical focus on Asia’s Business Process Outsourcing (BPO) industry.

“Avaya is introducing end-to-end 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 company in a statement said.

The contact center technology firm that serves Indian telcos such as Bharti Airtel and Vodafone India, besides Reliance Communications (RCom). It has also recently moved the National Company Law Tribunal (NCLT) against Anil Ambani-driven service provider for a recovery of Rs 7.5 crore.

The new CCaaS offerings, according to the company, would provide contact centres with flexible deployment options for moving to the cloud, enable to deliver differentiated services that enhance workforce efficiency and process automation.

Avaya said that the customer care operators would continue to receive the consistent experiences they from the technology 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.

The company has recently started to actively drive digital transformation initiatives of firms in the BPO space in the Asia-Pacific region.

“Our relationship with the BPO community is one that is very valuable, and we are proud to have been long-standing partners with so many companies in the APAC region – the core of our BPO ecosystem,” Jim Chirico, President and Chief Executive Officer, Avaya said.

The Asia-Pacific region, according to Chirico, is a big driver of company’s investment, product development and go-to-market strategy for the BPO sector.

We want Avaya alongside us as we move forward on our transformation journey,” Sandip Sen, Global CEO, Aegis BPO said

Sen said that the US-headquartered company shares their vision for leveraging emerging technology trends like real-time speech analytics and robotic process automation to transform the customer experience, and improve productivity, accompanied with cloud transition.

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