TeleTech Cloud Powered by Avaya Offers Superior Customer Experience Management for Contact Centers

SANTA CLARA, CA--(Marketwired - Apr 29, 2014) -

• Avaya's partner-hosted Customer Experience Management (CEM) solution for TeleTech's new cloud offer will provide flexible alternative to premises-based systems.
• Avaya partner-hosted CEM solution will enable TeleTech and its clients to "pay-as-you-use" for software applications through a utility-based consumption model.
• Avaya Control Manager will enable TeleTech to turn up new services and agents quickly when and where its clients need them.

Avaya, a global provider of business collaboration and communications solutions and services, today announced an agreement with TeleTech Holdings, Inc (NASDAQ: TTEC), a leading 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 sophisticated Contact Center as a Service (CCaaS) solutions to their end customers. The new model is expected to significantly broaden TeleTech's industry-leading focus on customer experience management solutions for businesses with new highly flexible 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 robust 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 a operating expense model will offer TeleTech clients greater flexibility to scale up and down with business needs and better manage financial impacts.

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.

Quotes
"Clients are seeking ways to improve their customer experience with sophisticated new capabilities, but also reduce complexities and costs by transforming their operational and financial business models. We believe the TeleTech cloud powered by Avaya is an ideal solution for our clients, providing the freedom to select the services, tools and applications they require on their terms and on their timelines in order for their businesses to flourish."