Avaya CCaaS

Avaya OneCloud CCaaS is a hassle-free, always-on contact centre ranked among the top five CCaaS providers in the Ventana Research 2021 Value Index for Contact Centre in the Cloud.

A cloud-based solution that delivers a comprehensive, integrated and open CCaaS architecture with security, scalability and versatility at its core. With an intuitive desktop, live monitoring and advanced productivity tools among its key features, Avaya OneCloud CCaaS makes it easy for businesses to deliver an effortless customer experience across different channels and devices while helping them maximise employee and team performance.

Key features and benefits

Connect all customer journey voice and non-voice touchpoints
Intelligent matching of customers to employees
Proactively engage customers using customer journey intelligence
Personalise the user experience with a customisable, modern workspace
Robust APIs enable rapid integration
Quickly build and combine capabilities to achieve business outcomes

CCaaS brochure Ventana research

Why it's time to integrate UCaaS with CCaaS

When all employees – not just customer service – are responsible for customer success, you can deliver truly innovative customer experiences. Integrating UCaaS and CCaaS into one solution enhances the customer experience.

Business continuity

Extend capacity to support remote offices and work-at-home employees, and get additional capacity when you need it

Customer loyalty

Deliver a seamless customer experience throughout the journey and across voice and digital channels and devices

Intelligent routing

Match customers with the best employee using business rules, internal and external context and desired business outcomes

Customer intelligence

Get ahead of every interaction by predicting needs and engaging customers with customer journey intelligence

Optimised performance

Personalise user experience with a customisable workspace that brings customer insights from different apps and systems into one place

Customer care

Trust Westcon and Avaya to manage the communications environment so you can focus on looking after your customers

Easily layer on innovative cloud technologies

Self-service automation
Enable customers to complete all or part of their voice inquiry using natural speech or touch tones.

Business process orchestration
Easy-to-use visual task editors enable business users and IT to create channel logic workflows, manage auto responses, assign text messaging and devise chat flow work assignments to fine-tune the experience.

Call recording
Full-time, enterprise recording and archiving ensures industry compliance and supports superior customer engagement management.

Quality management
Select and evaluate large numbers of interactions across communications channels based on business relevance, employee performance and customer input.

Screen recording
Undetectable back-end process captures desktop screen activity during interactions to give users a true picture on how well employees use chat, email and other applications to serve customers.

Self-serve administration
Easily add new users, move supervisors and employees between groups, scale on demand and assign intelligent attribute routing characteristics without requiring employees to log out and log back in.

Westcon – your preferred Master Agent

Become an agent now and generate commission on your cloud deals – recurring revenue, scalable and secure, for the whole contract duration. Just qualify the opportunities and Westcon-Comstor and Avaya will take care of the rest. We'll also support you with free sales and technical training, marketing assistance and legacy user migration campaigns.

Key benefits

Protect your customer data
Migrate existing customer base
Keep out your competitors
Increase margin with complementary technologies
Bigger share of customer purchasing volume (share-of-wallet)
Recurring revenues increase value of your business

Start a CCaaS agent business with Westcon now