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Avaya's Partnership Extension Provides OneCloud CCaaS in Hong Kong
Avaya experienced a 20% drop in revenue when it released its results for Q3 2022 in early August. The loss in revenue created a sense of doubt about the direction of the company, but Avaya (News - Alert), led by new CEO Alan Masarek, focused on investments to drive innovation and advance product development to benefit customers.
Part of the strategy includes Avaya expanding its long-standing partnership with Sen Spirit Technology to provide the Avaya OneCloud CCaaS to businesses in Hong Kong.
SST will enable government agencies, banks, financial institutes and the telecommunications industry to speed up their adoption and development of end-to-end communication service in the cloud. Avaya’s engineers will also provide consulting service and technical support to its partners, driving Avaya OneCloud CCaaS’s further growth in Hong Kong.
“Hong Kong has always been at the forefront of global digitalization,” said Marcos Ong, managing director of Avaya Hong Kong and Macao. “The rapid growth of Avaya OneCloud CCaaS in Hong Kong will greatly facilitate the process of digitalization for business communications.”
Avaya OneCloud CCaaS is a main component of the AI-powered Avaya OneCloud Experience Platform, powering a variety of CX-focused capabilities:
- Connect digital touchpoints throughout the customer journey — from email, messaging, chat, social and the ability for organizations to bring your own channel.
- Match customers with employees based on business rules, internal and external context to achieve desired business outcomes.
- Personalize employee experiences with a customizable, modern workspace that extracts customer insights from different applications and systems into a single pane of glass.
- Initiate every customer interaction by predicting customer needs and proactively engaging customers throughout an intelligent journey.
- Layer-on innovative cloud technologies to deliver the exact experience that provides their customers more options, faster responses and a more personalized approach.
“We will continue to focus on ‘experiences’ and help businesses create a powerful closed-loop total experience that ranges from employee experience, customer experience, to multi-experience and user experience,” said Ong.
The AI-powered workflows give employees context and virtual assistance to create more rewarding engagement while advanced management tools deliver insights across the organization.
Edited by Erik Linask