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November 16, 2007

VADS and Avaya Partner to Provide Hosted Contact Center Technology

By Calvin Azuri, TMCnet Contributing Editor

Avaya (News - Alert) Inc., a leading global provider of business communications applications, systems and services, has announced a partnership with VADS Berhad (VADS) to rollout a managed service for hosted contact center technology, according to a Webwire news report. This move comes in the wake of tremendous growth in the local outsourcing market. According to consulting firm Frost & Sullivan (News - Alert), the contact center outsourcing market in Malaysia is expected to grow from US$114.7 million in 2006 to US$628.5 million by 2013. This would translate to a compounded growth rate of 27.5%1 per annum.

"Leading edge technology is a critical component in running an efficient contact center in addition to excellent workforce management and systematic processes. Businesses are often held back from utilizing these technologies that will enhance their contact center efficiency, due to the high capital investments involved," Dennis Koh, CEO of VADS, was quoted as saying in the report.

Through customized technology, companies can reduce costs associated with the setting up of a contact center. This includes start-up requirements like Automatic Call Distribution and the more advanced Workforce Management and Call Recording applications.

"VADS now has the service that allows businesses greater flexibility to expand and enhance their contact center operations, without the high capital investments. The client’s contact center management team can now focus on their core expertise and operations without having to worry about the cost of keeping up with the latest technologies. Leveraging on Avaya’s leading edge contact center technologies, VADS will exclusively offer Hosted Contact Center technology to the Malaysian market. These facilities are "rented" out on demand or "pay-as-you–use" eliminating the need for customers to purchase equipment and set up their own contact centers," Koh had added.

Jebsen & Jessen Communications is the Avaya Business Partner chosen for the solution support in the partnership. The company will offer its local expertise in order to effectively implement contact center technology. The deployment will start from the call flow to databases and multi-channel interactions, through voice, email, fax, web and SMS, by integrating with desktop applications and logger solutions.

"The success of contact center implementation depends very much on being able to blend the technology and business processes in achieving the business goals of the customer" said Ho Khai Seng, Managing Director for Jebsen & Jessen Communications.

Teh Chai Peng, Country Director for Avaya Malaysia, was quoted in the report saying, "Our collaboration with VADS will provide a comprehensive spectrum of choices to meet customer needs, helping businesses grow with the right support. A strategic contact center is one that is tightly aligned with business requirements and is able to match every customer with the right solution every time. Avaya is helping customers to reduce costs and improve speed-to-market through contact center applications built on open standards"

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