#contactcenterworld, @Avaya, @wearekura
Kura, a UK independent outsourcer, is transforming its contact centre capability with Avaya Enterprise Cloud. The solution will enable Kura to offer its clients – including energy and financial services companies – complex inbound and outbound contact centre services on a robust platform with options to add services such as speech analytics, digital and social channels and secure PCI payments as required.
Avaya Enterprise Cloud provides contact centre capabilities as a service (CCaaS) delivered via a dedicated cloud deployment. Kura’s tailored solution will initially cover advisors with the ability to scale-up as the BPO company wins new clients. It replaces five different premise-based systems, which were limited by complex ISDN-based telephony and multiple support providers. The new Avaya Enterprise Cloud solution is supported with contractually binding availability service level agreements and a designated service delivery manager.
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"We are very excited about the difference Avaya Enterprise Cloud is going to make to our business. It will enable us to deliver the advanced features that are really beneficial to clients because they take their customer experience to the next level," said Janine Hunt, Client Partnership Director, Kura. "The new solution will support us into the future. It has the scalability to grow with our needs and has the flexibility to integrate with external platforms as well as letting us add or remove advanced features on demand. From readying us for initial go-live, to leveraging all the advanced features and innovation, and training us to become fully autonomous, Avaya, with its Avaya Customer Experience Services (ACES), has been key in guiding and supporting us in our journey, and we are looking forward to realizing the full potential of this new solution."
Steve Joyner, Vice President UK & Ireland, Avaya, added: "Contact centres know that they, their clients, and their customers will all benefit from the innovative features that are only available in the cloud but are often hesitant as digital transformation can be disruptive to business. At Avaya, we offer a pathway that provides a seamless hybrid cloud experience that combines the best of on-premises and cloud solutions to minimise disruptions, maximise ROI, and drive innovation."
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.
RESPONSE is a customer contact centre and business process outsourcer, providing services for a number of the UK’s most successful brands. With over 2,200 employees across three locations, we manage over 1.8million customer interactions each month on behalf of our clients. Our Software Solutions Team create products that not only assist us to differentiate our own contact centre capabilities but also provide support for other organisations in meeting their own customer contact objectives. RESPONSE is more than just an outsourcer. We focus on building rewarding relationships with our people, our clients and their customers.
Published: Wednesday, August 23, 2023
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