News : KDDI Evolva to Build Contact Center Platform on Avaya Breeze
Tokyo Japan, Nov 16, 2016 -- KDDI Evolva, a Japanese call center service provider, announced an agreement with Avaya to use the Avaya Breeze™ application development platform to transform its contact center offerings. KDDI Evolva will develop a contact center platform that can support omni-channel communications and offer it to enterprises as a cloud service.
The contact center platform will support multi-channel communication, including voice, e-mail, text messaging, mobile apps, social media and WebRTC support. The platform will allow real-time tracking and monitoring of customer interactions throughout their journey, regardless of the channel customers use for contact. Communications are automatically directed to the most suitable agent.
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KDDI Evolva also plans to offer even more sophisticated customer experience management services, with a new chat bot that uses artificial intelligence (AI) already undergoing operational testing on the platform. KDDI Evolva is also looking to expand data mining solutions to enhance customer services.
Marubeni Information Systems (MSYS), a certified Avaya partner, will construct and deploy the platform. MSYS will leverage the power of the Avaya Breeze platform to complement its extensive experience in building contact center solutions, with deep experience in the finance and telemarketing sectors.
"We are very proud to be able to support KDDI Evolva's development of its next-generation contact center platform. By utilizing the power of Avaya Breeze, KDDI Evolva will be able to meet customers' needs and expand the range of services it provides, enabling enterprises to deploy Omni-channel solutions at their own pace and path."
Hedeo WachiManaging Director, Avaya Japan Ltd.
Posted by Veronica Silva Cusi, news correspondent
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About KDDI Evolva, Inc.:
KDDI Evolva offers contact center BPO (Business Process Outsourcing) business. In addition to their flagship contact center service, KDDI Evolva provides "KDDI Evolva Omni-channel Solution", including "CaLL Assist" to take advantage of the short messages to streamline communication, chat support using web and talk application, customer interactions service using artificial intelligence, "Personalized Video". KDDI Evolva delivers BPO services that combine IT solutions to maximize customers' value.
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Friday, November 18, 2016
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