By handing over management of an enterprise’s unified communications, contact centres, data networking and video communications to Avaya through the Communications Outsourcing Solutions (COS) offering, it allows for reduced total cost of ownership, upgraded communications systems and managed support for communications system upgrades and repairs, Avaya said.
“With this offering, we are completely monitoring and managing a client’s communications environment,” said Ed Nalbandian, VP of Avaya Operations Services. “We proactively monitor so that we can resolve any problems that occur, we provide a full range of change management and we analyze the network to look at capacity, throughput response time and bottlenecks so that those issues can be resolved.”
The service is available on a per user, per month price that is customised for individual customers based on services provided, Nalbandian said. “It’s aimed at large enterprise customers looking to upgrade their communications infrastructure hardware or software, or for enterprises that are looking to maximise the service of their legacy equipment. Avaya provides the service across vendors and platforms, so it does not require new hardware investments,” Nalbandian added.
For example, with the offering Avaya would be able to provide complete management of an enterprise’s contact centre, where customers of a business engage with the company on through voice, Internet and e-mail. Avaya’s offering allows enterprises to perform advanced analytics, allowing for a more efficient delivery of services and a better customer experience.
Avaya has been testing the COS offering for about a year with 15 companies, but made the service publicly available yesterday.