Avaya, the North Carolina-based multinational technology provider of cloud communications and workplace collaboration programs, is promoting its One Cloud CCaaS offering as a composable contact center solution that delivers a complete and integrated CX, supporting a broad spectrum of customer touchpoints and interaction types to enable businesses
to succeed.
Avaya is plugging One Cloud CCaaS at Customer Contact Week 2022, billed as the world’s largest contact center event, and being held this week in Las Vegas, Nevada. First unveiled in February of this year, One Cloud CCaaS is part of Avaya’s One Cloud experience platform solutions for unified communications as a service (UCaaS), contact center as a service (CCaaS), and communications platform as a service (CPaaS).
At the event, however, Avaya is touting One Cloud as a composable solution with its ability to orchestrate services and components from a variety of sources. Composable technologies are especially visible in contact centers, where a mix of digital and voice technologies are brought together to serve customer needs and address constantly shifting customer expectations.
Leveraging artificial intelligence (AI) alongside real-time insights and resources, One Cloud CCaaS connects voice, video, chat, messaging, and other digital channels and touchpoints in each customer and workforce engagement, allowing businesses to deliver “a Total Experience,” according to Avaya.
“Today’s customer knows what they want, exactly when and how they want it, and has high expectations for each interaction with a brand,” says Paul Lang, head of contact center solutions marketing at Avaya. “Giving them what they want, however, will take brands moving to a total and effortless experience across applications, devices, and interactions. This type of experience is only possible when cloud capabilities, AI and automation are mixed into every customer touchpoint and digital channel, and this is what Avaya OneCloud CCaaS provides.”
The platform approach of One Cloud CCaaS, with composability at its core, allows businesses to break down monolithic apps into discrete components, each of which can then be built, scaled, and maintained independently.
Other One Cloud CCaaS features include conversational self-service with options to connect to a live agent; intelligent routing to match customers with the appropriate employees; customer journey intelligence to proactively engage customers; composable desktop to provide
employees with a simplified view of customer data across voice and digital channels; and the ability to connect employees through converged communications that eliminate front- and back-office silos.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
