Cloud services are being adapted more rapidly than ever before, but companies still need a flexible cloud infrastructure that can cater to their growing needs. That’s where collaborative cloud steps in. It provides the flexibility so badly required in the ever changing business atmosphere.

HP has selected Avaya (News - Alert) Collaborative Cloud as the foundation of its Customer Engagement as a Service (CEaaS). According to this new agreement, HP can improve its client’s customer service with Avaya’s contact center technology.

Delivered as a cloud service technology, Avaya Collaborative Cloud will be strengthened by the service provided by HP’s technical team. Avaya Collaborative Cloud will help HP in offering a consistent customer experience across all channels. It also provides the ability to route voice, email, chat, scanned documents, SMS and fax-based workflows.

The Avaya solution is equipped with interactive voice response (IVR) technologies, which helps HP in improving response time and support higher levels of customer service. The solution also provides call recording and quality monitoring features and enables on-site or remotely-based customer service agents.

The Avaya Collaborative Cloud enables users to select a private, public, or hybrid cloud as their needs may be. The company has joined hands with Service Provider partners to offer a wide array of collaborative solutions.

“HP is a valued Avaya partner with which we have collaborated for many years to build mission-critical contact centers that deliver world-class service levels to HP's customers,” said Joel Hackney (News - Alert), senior vice president and general manager, Global Cloud Solutions, Avaya. “As the strategic business value of customer service operations intensifies with ramifications across a business, Avaya is ready to take them to the next level with the simplicity and flexibility enabled by a cloud-based delivery model.”

Recently, the company updated its Avaya Collaborative Cloud offerings. The new features included flexible choices and pricing models and an ability to provide open, mobile collaboration and multichannel customer service.