Avaya and T-Systems to Deliver Contact Center SaaS Across Europe

To meet the growing demand for cloud-based contact center solutions, Avaya and T-Systems have furthered their partnership. The companies are now offering a full  suite of Avaya Aura contact center software supported by T-Systems cloud infrastructure, application and service management, data protection and security.

The offer will be extended to customers by both direct and indirect channels Avaya in offering Contact Center as a Service (CCaaS) to meet the growing demand from businesses for customer experience management solutions from the cloud. The T-Systems CCaaS offer powered by Avaya will provide European enterprises with much greater flexibility to quickly meet changing business demands, such as those arising from seasonal fluctuations, marketing campaigns or M&A activities. OpEx-based, utility pricing means that customers only pay for what they use without the typical minimum contract periods and high usage requirements.

T-Systems will host the full suite of Avaya Aura contact center software at its data center in Germany and extend the service offer across Europe through direct and indirect channels. As part of its cloud offer, T-Systems will also provide customers with application and service management, data protection and security.

Avaya and T-Systems have collaborated on advising and building contact centers for European businesses of all sizes for several years. In addition, Deutsche Telekom -- T-Systems' parent company -- has relied on Avaya Customer Experience Management solutions for more than a decade to enable 30,000 agents to handle more than 70 million calls per year from its German customers.

"The recent ups and downs of the roller coaster economy are profound evidence of the need for flexibility in all aspects of business -- not the least of which is how customer care technologies are acquired and deployed, said Joe Manuele, vice president Global SI/SP Alliances and Cloud, Avaya, in a statement. “The collaboration between T-Systems and Avaya provides that flexibility with market-leading customer experience management technologies in a cloud-based service model that enables businesses to pay as they grow."