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Avaya Launches Contact Center Outsourcing Solutions to Improve Business Communications Networks

By Amanda Ciccatelli, TMCnet Web Editor

Avaya (News - Alert) today introduced Avaya Communications Outsourcing Solutions (COS), a new set of contact center outsourcing services, to help companies accelerate the transformation of its communications environments.

COS enables businesses to have Avaya manage their communications infrastructure. Supporting three million communications ports under contract, COS also includes worldwide multi-vendor support of nine global Network Operation Centers (NOC (News - Alert)). 

COS is Avaya’s first fully-outsourced service that provides custom-built solutions and management of a client’s entire communications environment, including unified communications, contact center, data and video applications.

“More companies are looking to move their communications infrastructure towards a managed or outsourced model.  The vendors that offer deep communications expertise and scale will be in the best position to help businesses optimize their communications environments for higher performance and cost-efficiency. Improving one’s communications infrastructure and applications is critical as we enter a new phase of advanced enterprise collaboration,” said Eric Goodness, research vice president, managed services, Gartner (News - Alert), Inc.

COS delivers Total Cost of Ownership (TCO) improvements  as about 15 to 20 percent in TCO improvements are driven by Avaya Managed Services through improved performance and reduced investment needs as well as extensive communications applications expertise and support.

Also, new Operating Expense procurement (OpEx) options encompass hardware, software and services in an all-inclusive per-user price, minimizing the need for capital purchase for a technology transformation. Customized Service Level Agreements (SLA) delivering guarantees availability and reliability to ensure customer peace of mind.

“Avaya has invested significantly over the past year to provide a level of communications outsourcing support that is truly unique in the industry, bringing dramatic, transformative benefits to customers,” said Ed Nalbandian, vice president of Avaya Operations Services.