Business VoIP Featured Article

Avaya OneCloud CCaaS Named a Winner by CUSTOMER Magazine

August 25, 2020

By Tracey E. Schelmetic, Business VoIP Contributor

Companies today are realizing there’s a lot more to customer support than picking up the phone when they call. Customers need both proactive and reactive care, service and a solid customer experience. For this reason, the contact center is perhaps the most critical department in any organization. Its job is to make it easy to connect with customers on voice and digital channels as well as self-service, and to provide seamless journeys, touching the customer with the right information or offers at the right time.

To this end, many contact centers today are adopting contact center-as-a-service (CCaaS) platforms that help them view customers through the lens of an entire customer lifecycle, not just a series of unconnected transactions. Avaya OneCloud Contact Center as a Service (CCaaS) has enjoyed enormous popularity with businesses, who find its functionality as an always-on contact center that delivers a comprehensive, integrated and open CCaaS architecture with scalability, security and in-depth analytics across the customer journey for a simple and flexible cloud experience to be just what their customers need.

Avaya recently announced that its Avaya OneCloud CCaaS solution has been named a 2020 Contact Center Technology Award winner by CUSTOMER magazine. The award honors a product or service’s ability to help enterprises and outsourced contact centers deliver world class customer experiences.

“Avaya is turning the contact center into a customer experience center, where consumers have more rewarding engagements with an organization and are able to interact using their smart phone, tablet, or any other devices, interacting across a variety of voice and digital channels that include web chat, email, text messaging, social media, and more,” said Simon Harrison, Avaya SVP and Chief Marketing Officer, in a statement. “Avaya provides all the features a customer experience center requires to meet the needs of today’s customers and employees, using the power and versatility of a true cloud solution.”

Results of the 2020 CUSTOMER Contact Center Technology Award will be published in CUSTOMER magazine online and on virtual-pbx.

Edited by Maurice Nagle


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