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Briefing: Avaya OneCloud CCaaS

On October 21, 2020, Avaya briefed its cloud-based contact center solution, OneCloud CCaaS – one facet of Avaya’s broadening OneCloud portfolio that also includes unified communications, team collaboration, and CPaaS. OneCloud CCaaS can be deployed in a private, public, or hybrid cloud environment.

OneCloud CCaaS provides an omnichannel experience, enabling organizations to engage customers wherever and however they want to be contacted. Moreover, for organizations not yet part of the Avaya ecosystem, OneCloud CCaaS can be leveraged while bringing your own carrier to the mix.

Of note is OneCloud CCaaS’s live agent assist. This AI-driven conversational software not only transcribes and records calls, but also produces agent responses, listening and searching for key words to provide agents with real-time resolutions. This leads to faster and more effective call resolutions, lowering wait times for customers.

Other major capabilities of OneCloud CCaaS include:

  • Automated self-service
  • Browser-based desktop
  • Voice and digital channels
  • Skills-based routing
  • Call and screen recording
  • Quality management, with live monitoring and coaching
  • Real-time and historical reporting
  • Data redaction for meeting organizations’ compliances

Our Take

Before the pandemic, 66% of contact centers were already moving to some form of cloud-based platform. COVID-19 has solidified and accelerated this trend as organizations rush to support their remote agents and scale quickly to meet customer demand.

In turn, the market of cloud-based contact centers is beginning to mature. There are now several capabilities that are just expected of any major contact center solution, especially surrounding real-time agent assist, skills-based routing, and conversational intelligence. OneCloud CCaaS demonstrates that Avaya retains its status as a competitive contender in this market, meeting each of these capabilities. This is very important when every other unified communications vendor now has some form of contact center offering.

However, it is because most unified communications market leaders have a contact center offering within their own ecosystem that makes it difficult to know whether Avaya has done enough to persuade organizations to jump ship if they already enjoy a reasonable engagement with another vendor. If one is already embedded in the Avaya ecosystem, then OneCloud CCaaS ought to be leveraged. By itself, however, OneCloud CCaaS may not outweigh the risk of multi-vendor management with overlapping communications and collaboration solutions.

For Info-Tech members interested in exploring what contact center solution is best suited for them, stayed tuned for the Choose a Right-Sized Contact Center Solution blueprint, to be published early 2021. For a primer, read Info-Tech’s short tech note of the same name.

Source: SoftwareReviews CCaaS Data Quadrant. Accessed: October 26, 2020.


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