KDDI Evolva Uses Avaya Breeze for Cloud Enterprise Contact Center

Enterprise contact centers receive calls from their customers, vendors, partners and employees on multiple channels and across many different touch points. For companies that provide solutions for enterprises to address their contact center needs, the cloud is proving to be a technology that brings in each point of contact and make it a valuable resource. Japan's KDDI Evolva, which provides call center services, has entered into an agreement with Avaya to use its development platform Breeze so it can start providing next-generation contact center solutions with omnichannel capabilities to organizations as cloud services.

Using Avaya Breeze, KDDI will be able to create a single integrated application platform that works with any device or system so enterprises can engage with their customers and collaborate with their employees. The contact center platform is going to be able to support voice, email and text messaging, mobile apps, social media and WebRTC for a multichannel communications solution delivered with cloud services.

When enterprises deploy the KDDI platform enabled by Avaya Breeze, they will be able to quickly switch to an omnichannel environment that is able to address all of the touch points available in the marketplace with a low startup cost. Breeze simplifies the application development by integrating enhanced mobile, customer-facing, and hybrid cloud capabilities as well as third-party vendors to create the best possible solution for each organization.

"We are very proud to be able to support KDDI Evolva in the development of the next-generation contact center, while leveraging the power of Avaya Breeze will enable KDDI Evolva to meet customer needs and expand the performance spectrum Enabling companies to deploy Omnichannel solutions at their own pace and at their own pace," said Hedeo Wachi, Managing Director of Avaya Japan Ltd.

Avaya Breeze can integrate existing or new applications with its unified communications technology and contact center capabilities including voice, video, text, and email. This includes bringing rich communications into the social, mobile, and cloud services applications in a development platform that doesn't require detailed or specialized knowledge of communications protocols.

The platform is going to be developed and implemented by one of Avaya's certified partners, Marubeni Information Systems (MSYS), for KDDI Evolva.

Edited by Maurice Nagle