Call Center Management Featured Article
Avaya Expands OneCloud CCaaS Network with Two New UK Partners
For business success, experiences — those of both customers and employees — matter more than anything else. Engaged, empowered employees in the contact center have a direct and positive impact on customer experiences. At the same time, today’s “everything customer” wants to connect using voice, chat, email, text, social, and self-service options, and they expect the same high-quality experience regardless of which channel they choose.
Contact center as-a-service solutions are helping organizations do both: empower customer and employee experiences and streamline them into the same workspace so companies can deliver high-quality service regardless of channel.
One such solution, Avaya’s (News - Alert) OneCloud CCaaS platform, has seen an expansion in its network of partners offering the product. In the UK, popular solutions and services providers FourNet and Prodec Networks have chosen Avaya OneCloud CCaaS to provide their clients with cloud-and-digital-first customer experience (CX) capabilities for more effortless “always-on” engagement.
FourNet is a provider of cloud and managed services that works closely with clients to enable digital transformation across their organization and help improve their customer experience. The company was named Avaya growth partner of the year for 2020.
“Our cloud-first strategy has been embraced by a growing base of clients including public sector and commercial organizations that rely on our secure, private cloud powered by Avaya,” said Richard Pennington, managing director of FourNet, in a statement. “We are now expanding our public cloud offerings to include Avaya OneCloud CCaaS, accelerating our clients’ ability to enhance customer service, increase agility and efficiency, and deliver exceptional experiences that better meet their customers’ needs.”
Prodec Networks provides UK customers with hybrid IT solutions and services. The company offers a portfolio of innovative and robust IT services that enable businesses, of all sizes and sectors, to create modern-age, digital workspaces designed to scale and support current and future demands.
“Prodec Networks has a longstanding, successful partnership with Avaya, and we see the vast majority of our customers now looking to migrate to the cloud,” said Jon Sugden, head of UC&C for Prodec Networks. “The demand for cloud services has undoubtedly accelerated during COVID with the need to deliver effective, easy to manage solutions for exceptional customer engagement across digital channels. Avaya OneCloud CCaaS is a compelling cloud solution that helps transform customer and employee engagement with advanced AI and digital capabilities.”
Edited by Maurice Nagle