TeleTech Cloud, Avaya, Partner to Deliver Contact Center as a Service Solution

Avaya has inked an agreement with TeleTech Holdings, a global provider of analytics-driven, technology-enabled customer engagement solutions, to launch a new cloud offering based on Avaya's Customer Experience Management (CEM) solution.

The agreement enables TeleTech to host Avaya applications in its US-based data centers, allowing the company and its subsidiaries to deliver Contact Center as a Service (CCaaS) solutions to their end customers. The new model is expected to significantly broaden TeleTech's focus on customer experience management solutions for businesses with new options for enterprise and SME clients.

TeleTech will leverage the virtualized capabilities of the Avaya Aura platform to deliver private, public and hybrid cloud offerings to its clients. The Avaya Aura platform includes Communication Manager, Contact Center Elite, Avaya Call Recording and Elite multi-channel applications. TeleTech will be able to extend this contact center feature set of tools, applications and services to its clients in a simple, pay-as-you-use monthly utility pricing model. The shift to an operating expense model will offer TeleTech clients greater flexibility to scale up and down with business needs and better manage financial impacts, the companies said.

As part of the Avaya solution, the Avaya Control Manager (ACM) will provide TeleTech with granular multi-tenant administration through roles-based access management that includes provisioning, license usage tracking, profile usage for output to billing, and historical cradle-to-grave contact center reporting.

"Cloud service providers have a growing range of technologies and a variety of requirements to accommodate on behalf of their business clients,” said Joe Manuele, vice president, Global Service Providers, System Integrators and Cloud, Avaya, in a statement. “This means clients and service providers need flexibility in applications and cloud delivery models, scalability and financing. Avaya's partner hosted CEM solution provides that flexibility, helping service providers like TeleTech to build profitable, long-term relationships with their clients and end customers."