Avaya announced its Avaya Collaborative Cloud solutions are being used as the foundation for the new HP Customer Engagement as a Service (CEaaS).
Avaya Collaborative Cloud includes a variety of solutions that enable customers and partners to build, manage, enable and deliver Avaya solutions through cloud-based delivery models. The solution offers for cloud service providers feature flexible choices and pricing models, enabling them to build new revenue streams by delivering open, mobile collaboration and multichannel customer service to their enterprise customers.
Avaya Collaborative Cloud enables HP to augment their clients' customer service operations with Avaya contact center technology delivered by HP as a cloud-based solution and supported by HP's global service team. Using Avaya Collaborative Cloud as the backbone of its Customer Engagement as a Service offer, HP can provide clients with a flexible platform, greater interoperability across vendors, domains and protocols, and a complete set of contact center tools.
The solutions lets users:
- · Facilitate a consistent customer experience across all channels with the ability to route voice, email, chat, scanned documents, SMS and fax-based workflows to agents.
- · Accelerate response times to customers with interactive voice response (IVR) technologies, including voice prompts, speech recognition and text-to-speech.
- · Support higher levels of customer service with call recording and quality monitoring capabilities that evaluate agents' performance and interactions with customers.
- · Enable on-site or remotely-based customer service agents.