{"id":472574,"date":"2021-04-07T08:03:19","date_gmt":"2021-04-07T12:03:19","guid":{"rendered":"http:\/\/www.marketnewsdesk.com\/?p=472574"},"modified":"2021-04-07T08:03:19","modified_gmt":"2021-04-07T12:03:19","slug":"avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\/","title":{"rendered":"Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences"},"content":{"rendered":"<p>        <!--.bwalignc { text-align: center; list-style-position: inside }\n.bwlistdisc { list-style-type: disc }body {font:normal small Arial,Helvetica,sans-serif;color:#000;background-color:#fff;padding:24px;margin:0;} a img {border:0;} h3 {font-size:medium;color:#000;margin:0 0 1em 0; text-align:center;}-->  <\/p>\n<p class=\"bwalignc\"><b>Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences<\/b><\/p>\n<p>RALEIGH-DURHAM, N.C.&#8211;(<a href=\"http:\/\/www.businesswire.com\">BUSINESS WIRE<\/a>)&#8211;<a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fen%2F%3Futm_campaign%3Dpr-rel-us&amp;esheet=52407379&amp;newsitemid=20210407005070&amp;lan=en-US&amp;anchor=Avaya&amp;index=1&amp;md5=ae92eabe3ae3b2716413c579016c14ee\">Avaya<\/a> (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has expanded the availability of its Avaya OneCloud<sup>TM<\/sup> CCaaS contact center solution into forty countries<sup>1<\/sup>, providing organizations globally with digital capabilities that better connect customers and employees across any touchpoint, modality, device, and channel. Avaya OneCloud CCaaS is a key part of the AI-powered Avaya OneCloud experience platform that includes workstream collaboration, unified communications and communications platform as a service solutions with OneCloud UCaaS and OneCloud CPaaS.\n<\/p>\n<p>\nAccording to IDC, 84 percent of consumers consider \u201cexperience\u201d as important as a company\u2019s product or service, and 92 percent say customer experience has a great influence on future purchase decisions.<sup>2<\/sup> Avaya OneCloud CCaaS enables organizations to create true customer experience centers, by easily expanding their digital capabilities to benefit from everything cloud has to offer. This includes the flexibility, efficiency and innovation-on-demand of a multi-cloud ecosystem that delivers real-time insight, analytics and context, enhancing each customer interaction, across whatever touchpoint they choose, with speed and agility. Avaya OneCloud CCaaS also provides effortless composability enabled by Avaya OneCloud CPaaS, which is a force multiplier delivering even more value for the customer experience center. This enables organizations to easily leverage prebuilt apps to extend existing capabilities, as well as use build-your-own apps to create unique solutions to meet specific, customized needs.\n<\/p>\n<p>\nAvaya OneCloud CCaaS gives organizations the power to:\n<\/p>\n<ul class=\"bwlistdisc\">\n<li>\nConnect digital touchpoints throughout the entire customer journey \u2014 from email, messaging, chat, social, and the ability for organizations to Bring Your Own Channel (BYOC).\n<\/li>\n<li>\nIntelligently match customers with the best employees based on business rules, internal and external context and desired business outcomes.\n<\/li>\n<li>\nPersonalize employee experiences with a customizable, modern workspace that easily brings customer insights from different applications and systems into a single pane of glass.\n<\/li>\n<li>\nGet ahead of every customer interaction by predicting needs and proactively engaging customers with journey intelligence.\n<\/li>\n<li>\nQuickly and easily layer-on innovative cloud technologies to deliver the exact experience that provides their customers more options, faster responses, and a more personalized approach\n<\/li>\n<\/ul>\n<p>\n\u201cWith OneCloud CCaaS, Avaya is combining expanded digital capabilities with a full-range of deployment options across public, private and hybrid cloud, to enhance the total experience for customer and employee engagement,\u201d said Mary Wardley, Vice President, CRM Applications, IDC. \u201cTheir use of AI, orchestration, bots, the integration between voice and digital \u2013 all make for a compelling solution designed to be flexible and agile. And Avaya\u2019s extensive ecosystem of technology partners and developers brings additional, proven capabilities that are continually integrated into the Avaya OneCloud CCaaS solution, delivering further value to customers. \u201d\n<\/p>\n<p>\nAvaya OneCloud CCaaS helps organizations make each interaction effortless, seamless, and context driven\u2014creating memorable experiences for customers and the employees who serve them. Avaya intelligently pairs customers and employees with the right resources at the right time, and AI-powered workflows give employees context and virtual assistance to create more rewarding engagement, while management tools deliver organizational-level insights.\n<\/p>\n<p>\n\u201cAvaya understands that today\u2019s \u2018everything customer\u2019 wants to consume services the way they do things, and an on-demand, Work from Anywhere workforce needs in-the-moment collaboration to provide customers with what they want, when they want it, and how they want it,\u201d said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. \u201cSuccess depends on having an \u2018always-on\u2019 business that can deliver personalized, cloud-based experiences quickly and easily. Avaya OneCloud CCaaS enables our customers to realize the power of a cloud application ecosystem that\u2019s multiplied by CPaaS and workstream collaboration. It powers an organization-wide customer engagement advantage that will be essential to remain competitive. And just as important, it is focused, flexible, comprehensive and fast.\u201d\n<\/p>\n<p><b>Additional Resources<\/b><\/p>\n<ul class=\"bwlistdisc\">\n<li>\nLearn how to create an <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fen%2Fproducts%2Fccaas%2Fmeet-public%2F%3Futm_campaign%3Dpr-rel-us&amp;esheet=52407379&amp;newsitemid=20210407005070&amp;lan=en-US&amp;anchor=effortless+experience+for+customers&amp;index=2&amp;md5=a5ac9e8dff907d99ccecbc79aaec2076\">effortless experience for customers<\/a> with Avaya OneCloud CCaaS.\n<\/li>\n<li>\nDownload the report, <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fnews.avaya.com%2Fcp-ccaas-global-ccw-reg%3FCTA%3D21CCAAS-GL-CCW-4WYS%26TAC%3D21CCAAS-GL-CCW-4WYS-CO%26_gl%3D1*ac5h4f*_gcl_aw*R0NMLjE2MTU0OTE0NTUuQ2owS0NRaUFnb21CQmhEWEFSSXNBRk55VXFNWnV0ZzZpQWVpWmUzV2dDb3dOa3AzMF9OWGw4T2ZUUlh1T1VIN2dEcm0wS3NRUGFKa3VzNGFBaGEyRUFMd193Y0I%2F%3Futm_campaign%3Dpr-rel-us&amp;esheet=52407379&amp;newsitemid=20210407005070&amp;lan=en-US&amp;anchor=Four+Ways+Contact+Center+as+a+Service+%28CCaaS%29+Delivers+a+Better+Employee+and+Customer+Experience+in+2021&amp;index=3&amp;md5=cd23799eee04ab9bc6991b73875bb9e6\">Four Ways Contact Center as a Service (CCaaS) Delivers a Better Employee and Customer Experience in 2021<\/a>.\n<\/li>\n<li>\nFind out the <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fen%2Fdocuments%2Fin-six-ways-ccaas-cc15470en.pdf&amp;esheet=52407379&amp;newsitemid=20210407005070&amp;lan=en-US&amp;anchor=Six+Ways+to+Put+Avaya+OneCloud%26%238482%3B+CCaaS+to+Work+for+Your+Business&amp;index=4&amp;md5=45aadf3b4928fd8684b0904cc727be6b\">Six Ways to Put Avaya OneCloud\u2122 CCaaS to Work for Your Business<\/a>.\n<\/li>\n<li>\nRead our blog, <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=https%3A%2F%2Fwww.avaya.com%2Fblogs%2Farchives%2F2021%2F01%2Fcontact_center_cloud_considerations%2F%3Futm_campaign%3Dpr-rel-us&amp;esheet=52407379&amp;newsitemid=20210407005070&amp;lan=en-US&amp;anchor=Not+All+Cloud+Contact+Center+Solutions+Are+Created+Equal%3A+The+Top+Three+Considerations+When+Moving+to+the+Cloud&amp;index=5&amp;md5=f1d21362fbbf2807dd6615b6b1487f92\">Not All Cloud Contact Center Solutions Are Created Equal: The Top Three Considerations When Moving to the Cloud<\/a>.\n<\/li>\n<\/ul>\n<p><b>About Avaya<\/b><\/p>\n<p>\nBusinesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what&#8217;s next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=http%3A%2F%2Fwww.avaya.com&amp;esheet=52407379&amp;newsitemid=20210407005070&amp;lan=en-US&amp;anchor=http%3A%2F%2Fwww.avaya.com&amp;index=6&amp;md5=e57a478789f0d3a0b8ffb03d440c004a\">http:\/\/www.avaya.com<\/a>.\n<\/p>\n<p><sup>1<\/sup>Avaya OneCloud CCaaS is available in the following countries, with more being added continually: <i>USA, Canada, Mexico, Argentina, Brazil, Chile, Colombia, Costa Rica, Jamaica, Panama, Peru, Austria, Belgium, Czech Republic, Denmark, Egypt, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Kuwait, Luxembourg, Netherlands, Norway, Poland, Portugal, Qatar, Romania, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, United Kingdom<\/i><\/p>\n<p><sup>2<\/sup>\u201cEmotional Customer Intelligence and Digital Resiliency: Optimizing CX and NPS with Data and AI,\u201d IDC 2021\n<\/p>\n<p><b><i>Cautionary Note Regarding Forward-Looking Statements<\/i><\/b><\/p>\n<p><i>This document contains certain \u201cforward-looking statements.\u201d All statements other than statements of historical fact are \u201cforward-looking\u201d statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as &#8220;anticipate,&#8221; &#8220;believe,&#8221; &#8220;continue,&#8221; &#8220;could,&#8221; &#8220;estimate,&#8221; &#8220;expect,&#8221; &#8220;intend,&#8221; &#8220;may,&#8221; &#8220;might,&#8221; \u201cour vision,\u201d &#8220;plan,&#8221; &#8220;potential,&#8221; &#8220;preliminary,&#8221; &#8220;predict,&#8221; &#8220;should,&#8221; &#8220;will,&#8221; or \u201cwould\u201d or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes 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 its control. The factors are discussed in the Company\u2019s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the \u201cSEC\u201d) available at <a rel=\"nofollow\" href=\"https:\/\/cts.businesswire.com\/ct\/CT?id=smartlink&amp;url=http%3A%2F%2Fwww.sec.gov&amp;esheet=52407379&amp;newsitemid=20210407005070&amp;lan=en-US&amp;anchor=www.sec.gov&amp;index=7&amp;md5=a5a93ebd926231935b8314ea7f2fb93d\">www.sec.gov<\/a>, and may cause the Company\u2019s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company\u2019s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.<\/i><\/p>\n<p>\nAll trademarks identified by \u00ae, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.\n<\/p>\n<p>\nSource: Avaya Newsroom\n<\/p>\n<p><img decoding=\"async\" alt=\"\" src=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20210407005070r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" style=\"width:0;height:0\" \/><span class=\"bwct31415\" \/><\/p>\n<p id=\"mmgallerylink\"><span id=\"mmgallerylink-phrase\">View source version on businesswire.com: <\/span><span id=\"mmgallerylink-link\"><a href=\"https:\/\/www.businesswire.com\/news\/home\/20210407005070\/en\/\" rel=\"nofollow\">https:\/\/www.businesswire.com\/news\/home\/20210407005070\/en\/<\/a><\/span><\/p>\n<p>\nFor media inquiries:<br \/>\n<br \/>Alex Alias<br \/>\n<br \/><a rel=\"nofollow\" href=\"mailto:alalias@avaya.com\"><i>alalias@avaya.com<\/i><\/a><\/p>\n<p><b>KEYWORDS:<\/b> United States North America North Carolina<\/p>\n<p><b>INDUSTRY KEYWORDS:<\/b> Technology Mobile\/Wireless Audio\/Video Other Technology Telecommunications Software Networks Internet Hardware Semiconductor Data Management Security Consumer Electronics VoIP<\/p>\n<p><b>MEDIA:<\/b><\/p>\n<table cellpadding=\"3\" cellspacing=\"3\">\n<tr>\n<td><font face=\"Arial\" size=\"2\"><b>Logo<\/b><\/font><\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" src=\"https:\/\/mms.businesswire.com\/media\/20210407005070\/en\/814330\/3\/Avaya_Logo-01.jpg\" alt=\"Logo\" \/><\/td>\n<\/tr>\n<tr>\n<td><font face=\"Arial\" size=\"2\"><\/font><\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences RALEIGH-DURHAM, N.C.&#8211;(BUSINESS WIRE)&#8211;Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has expanded the availability of its Avaya OneCloudTM CCaaS contact center solution into forty countries1, providing organizations globally with digital capabilities that better connect customers and employees across any touchpoint, modality, device, and channel. Avaya OneCloud CCaaS is a key part of the AI-powered Avaya OneCloud experience platform that includes workstream collaboration, unified communications and communications platform as a service solutions with OneCloud UCaaS and OneCloud CPaaS. According to IDC, 84 percent of consumers consider \u201cexperience\u201d as important as a company\u2019s product &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-472574","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences RALEIGH-DURHAM, N.C.&#8211;(BUSINESS WIRE)&#8211;Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has expanded the availability of its Avaya OneCloudTM CCaaS contact center solution into forty countries1, providing organizations globally with digital capabilities that better connect customers and employees across any touchpoint, modality, device, and channel. Avaya OneCloud CCaaS is a key part of the AI-powered Avaya OneCloud experience platform that includes workstream collaboration, unified communications and communications platform as a service solutions with OneCloud UCaaS and OneCloud CPaaS. According to IDC, 84 percent of consumers consider \u201cexperience\u201d as important as a company\u2019s product &hellip; Continue reading &quot;Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\/\" \/>\n<meta property=\"og:site_name\" content=\"Market Newsdesk\" \/>\n<meta property=\"article:published_time\" content=\"2021-04-07T12:03:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cts.businesswire.com\/ct\/CT?id=bwnews&amp;sty=20210407005070r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\" \/>\n<meta name=\"author\" content=\"Newsdesk\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Newsdesk\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\\\/\"},\"author\":{\"name\":\"Newsdesk\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/#\\\/schema\\\/person\\\/482f27a394d4fda80ecb5499e519d979\"},\"headline\":\"Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences\",\"datePublished\":\"2021-04-07T12:03:19+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\\\/\"},\"wordCount\":1240,\"image\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/cts.businesswire.com\\\/ct\\\/CT?id=bwnews&amp;sty=20210407005070r1&amp;sid=flmnd&amp;distro=nx&amp;lang=en\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\\\/\",\"url\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/avaya-onecloud-ccaas-brings-digital-contact-center-capabilities-into-new-markets-enabling-businesses-worldwide-to-compose-effortless-customer-and-employee-experiences\\\/\",\"name\":\"Avaya OneCloud CCaaS Brings Digital Contact Center Capabilities into New Markets, Enabling Businesses Worldwide to Compose Effortless Customer and Employee Experiences - 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