Contact center outsourcer Alorica will implement a complete Avaya contact center cloud solution (CCaaS) to support 100,000 agents, hundreds of clients, and millions of end customers around the world. Alorica is the first company to adopt Avaya Cloud, based on the Spoken Communications cloud-native multitenant architecture that Avaya acquired in January.
At Alorica, existing on-premises infrastructure required significant resources to maintain and onboard new clients, and in some cases had reached its limits. Avaya will help Alorica meet all its objectives by upgrading its contact center technologies and transitioning them to the cloud.
The CCaaS deployment will span the full slate of Avaya solutions and services, including omnichannel, self-service, proactive service, reporting and analytics, and workforce optimization. By moving to Avaya Cloud, Alorica gains the agility and consistency it needs, support and management by Avaya, and a predictable, regular expense instead of a major capital expense.
The Avaya Cloud enables Alorica to scale agents and usage payments to address fluctuations between normal and peak periods of demand. The company is also assured that the most recent software as well as increased reliability and redundancy will underpin its operations.
"With the Avaya Cloud, I will have the most reliable environment I could ask for. We can refocus a good portion of our IT staff on making the customer experience stronger with Avaya's mobile and video apps, voice processing, and webRTC and artificial intelligence," said Jonathan Merrell, Alorica's chief information officer, in a statement. "The trust we have with Avaya is essential. That trust has been earned over the years with consistent delivery of highly scalable, mission-critical contact center solutions. Avaya has always gone above and beyond when we've called for support."