Avaya cloud solution to supercharge global
BPO’s growth and its adoption of the latest technologies
GITEX Technology Week 2019, Merchants, a customer
management partner specialising in the business process outsourcing
industry, today announced that the first phase of a global Contact
Centre services transformation, has gone live with an Avaya Private
Cloud solution.
The contact centre transformation project comes as Merchants
looks to achieve new levels of growth in the increasingly
competitive BPO industry. To realize these goals, the company
needed a modern, technologically advanced contact centre solution
that could scale with the company’s stellar ambitions.
Avaya’s Private Cloud solution, which can be offered via a
standard reference architecture or custom-designed, was attractive
for a number of reasons. With a technical design that will help to
eliminate resilience shortfalls and provide more robust service
level agreements, the new contact centre enables Merchants to offer
improved services to its current customers, and attract new
customers with compelling capabilities.
“We have worked with Avaya’s contact centre technologies for
many years, so we are well aware of the company’s strengths in the
arena. With a demanding customer base, and our ambitions for
growth, there was a requirement to modernise and transform our
existing contact centre infrastructure, and Avaya’s private
cloud-based solution was most appropriate for our needs,” said
Roark Raman, Head of Technology at Merchants.
“The solution particularly addressed our challenges around
simplicity of expansion, vendor accountability for uptime, the cost
of perpetual licenses, and a business environment demanding quicker
time to market for innovation at a more competitive price.”
Indeed, the decision to deploy via private cloud is one of the
major strengths behind the new solution. The private cloud method
addresses Merchants’ local needs on increasing the number of
services it can offer, thanks to an ability to quickly and easily
deploy the latest technologies. And the improved uptime of the
service, along with a more efficient, operational cost structure,
enables Merchants to focus on its core business of customer
experience management. Security concerns around cloud are addressed
by the fact that the contact centre infrastructure will be hosted
at Merchants’ prescribed data centers.
What’s more, because the solution is based on a reference
architecture designed for Merchants’ needs, it can be replicated
and deployed across other sites with ease. The solution provides
the global platform that Merchants needs and deploys it securely
within the company’s environment.
“As a global contact centre organisation, Merchants is an
important partner for Avaya in South Africa. The company has the
same dedication to customer centricity as we do, and with this new
contact centre solution, Merchants will be able to more efficiently
offer the right customer experiences. We look forward to many more
years of partnership with Merchants, and can’t wait to start this
digital transformation journey with them,” said Fadi Hani, Vice
President – Middle East, Turkey & Africa, Avaya.
About Merchants
Merchants is a leading customer management partner specialising
in business process outsourcing (BPO) that delivers customer
experience and customer interactions. We believe that people
matter, so we focus on using the right technology to create the
right experience for people.
We have been creating and managing contact centre operations
around the world to blue chip clients since 1981. Our services and
solutions are built on tried and trusted models, systems and
processes that are based on best practice standards in the contact
centre industry.
We are passionate about people. Our ability to attract the best
talent, coupled with our rich history of success and innovation
across different industries around the world, is what
differentiates us from our competitors.
For more information about Merchants, please visit
www.merchantsCX.com
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us at
www.avaya.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20191009005515/en/
Tom Paye Avaya +971 50 922 0642 tpaye@avaya.com
Vernon Saldanha Procre8 (on behalf of Avaya) +971 52 288 0850
vernon@procre8.biz
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