Companies these days focus on delivering a personalized, enhanced customer experience across various channels of communications. Like customer service, customer experience too has become an integral part of a company’s strategy to attract and retain customers in a competitive world.
TeleTech Holdings, Inc, provider of analytics-driven, technology-enabled customer engagement solutions has entered into an agreement with Avaya (News - Alert) to introduce a new cloud offering based on Avaya's Customer Experience Management (CEM) solution.
This agreement will allow TeleTech (News - Alert) to take a step forward in providing improved customer experience. The company will now host Avaya applications in its US-based data centers, which enables to deliver state of the art Contact Center as a Service (CCaaS) solutions to their end customers.
TeleTech will make use of Avaya Aura platform to provide private, public and hybrid cloud offerings to its customers. The Avaya Aura platform is a communication product suit which consists of Communication Manager, Contact Center Elite, Avaya Call Recording and Elite multi-channel applications.
TeleTech will also get granular multi-tenant administration through role-based access management with the Avaya Control Manager (ACM). Avaya’s Aura Platform enables clients to provide state of the art unified communications and contact center solutions throughout their enterprise.
“Clients are seeking ways to improve their customer experience with sophisticated new capabilities, but also reduce complexities and costs by transforming their operational and financial business models. We believe the TeleTech cloud powered by Avaya is an ideal solution for our clients, providing the freedom to select the services, tools and applications they require on their terms and on their timelines in order for their businesses to flourish.” Brian Shepherd, executive vice president, TeleTech Customer Technology Services.
Recently, the company was placed in the leadership position in Gartner’s Magic Quadrant report. This is the fourth consecutive time that TeleTech has achieved this feat, the company stated.
Edited by Maurice Nagle