News : TeleTech Cloud Powered by Avaya
Santa Clara, Calif. , April 29, 2014 -- Avaya, a global provider of business collaboration and communications solutions and services, announces an agreement with TeleTech Holdings, Inc (NASDAQ: TTEC), a 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 Contact Center as a Service (CCaaS) solutions to their end customers. The new model is expected to significantly broaden TeleTech's 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(R) 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. 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.
"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
Posted by Veronica Silva Cusi, news correspondent
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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.
TeleTech is a geographically diverse global providers of technology-enabled business process outsourcing solutions. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to help them improve their customers' experience, expand their strategic capabilities, and increase their operating efficiencies. By delivering a high-quality customer experience through the effective integration of customer-facing front-office processes with internal back-office processes, we enable our clients to better serve, grow, and retain their customer base.
Published: Wednesday, April 30, 2014