TeleTech Cloud Powered by Avaya Offers Superior Customer Experience Management for Contact Centers

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For Immediate Release:29 Apr 2014

  • Avaya's partner-hosted Customer Experience Management (CEM) solution for TeleTech's new cloud offer will provide flexible alternative to premises-based systems.
  • Avaya partner-hosted CEM solution will enable TeleTech and its clients to "pay-as-you-use" for software applications through a utility-based consumption model.
  • Avaya Control Manager will enable TeleTech to turn up new services and agents quickly when and where its clients need them.
Santa Clara, Calif. – Avaya, a global provider of business collaboration and communications solutions and services, today announced an agreement with TeleTech Holdings, Inc (NASDAQ: TTEC), a leading global provider of analytics-driven, technology-enabled customer engagement solutions, to launch a new cloud offering based on Avaya's Customer Experience Management (CEM) solution.
The agreement enables TeleTech to host Avaya applications in its US-based data centers, allowing the company and its subsidiaries to deliver sophisticated Contact Center as a Service (CCaaS) solutions to their end customers. The new model is expected to significantly broaden TeleTech's industry-leading focus on customer experience management solutions for businesses with new highly flexible options for enterprise and SME clients.
TeleTech will leverage the virtualized capabilities of the Avaya Aura® platform to deliver private, public and hybrid cloud offerings to its clients. The Avaya Aura platform includes Communication Manager, Contact Center Elite, Avaya Call Recording and Elite multi-channel applications. TeleTech will be able to extend this robust contact center feature set of tools, applications and services to its clients in a simple, pay-as-you-use monthly utility pricing model. The shift to a operating expense model will offer TeleTech clients greater flexibility to scale up and down with business needs and better manage financial impacts.
As part of the Avaya solution, the Avaya Control Manager (ACM) will provide TeleTech with granular multi-tenant administration through roles-based access management that includes provisioning, license usage tracking, profile usage for output to billing, and historical cradle-to-grave contact center reporting.
Quotes
"Clients are seeking ways to improve their customer experience with sophisticated new capabilities, but also reduce complexities and costs by transforming their operational and financial business models. We believe the TeleTech cloud powered by Avaya is an ideal solution for our clients, providing the freedom to select the services, tools and applications they require on their terms and on their timelines in order for their businesses to flourish."
Brian Shepherd, executive vice president, TeleTech Customer Technology Services
"Cloud service providers have a growing range of technologies and a variety of requirements to accommodate on behalf of their business clients. This means clients and service providers need flexibility in applications and cloud delivery models, scalability and financing. Avaya’s partner hosted CEM solution provides that flexibility, helping service providers like TeleTech to build profitable, long-term relationships with their clients and end customers."
Joe Manuele, vice president, Global Service Providers, System Integrators and Cloud, Avaya
Tags
Avaya, contact center, contact center as a service, CCaaS, CEM, customer service, customer experience management, collaborative cloud, TeleTech, TSG.
About TeleTech
TeleTech, founded in 1982, is a leading global provider of analytics-driven, technology-enabled services that puts customer engagement at the core of business success. The Company offers an integrated platform that combines analytics, strategy, process, systems integration, technology and operations to simplify the delivery of the customer experience for Global 1000 clients and their customers. This holistic multichannel approach improves customer satisfaction, increases customer loyalty and drives long-term profitability and growth. From strategic consulting to operational execution, TeleTech's over 40,000 employees speaking over 50 languages deliver results for clients in the automotive, communications and media, financial services, government, healthcare, technology, transportation and retail industries. Through the TeleTech Community Foundation, the Company leverages its innovative leadership to ensure that students in underserved communities around the globe have access to the tools and support they need to maximize their educational outcomes. For additional information, please visit www.teletech.com and www.4tsg.com.
About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information, please visit www.avaya.com.
“Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's and TeleTech’s filings with the SEC that are available at www.sec.gov. Avaya and TeleTech disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.”
News Source : TeleTech Cloud Powered by Avaya Offers Superior Customer Experience Management for Contact Centers
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