It’s frequently mentioned that the next day’s maximum a hit firms will probably be those who put the revel in in their shoppers, and in addition their staff, first. To position this idea into apply, separate outsourcer Kura is improving its touch centre capacity with the Avaya Enterprise Cloud contact-centre-as-a-service (CCaaS) resolution.
With its world headquarters in South Africa, Kura claims to be the most important separate trade procedure outsourcing (BPO) company in the United Kingdom, specialising in adapted buyer aid answers for companies throughout a range of sectors, together with insurance coverage, finance, telecoms, retail, treasure, utilities and the family sector. Kura has places of work in Glasgow, Sunderland and Durban in South Africa. It says it makes an unrivalled funding in its public, and its i’m busy, passionate crew are what units its deal aside.
By means of deploying the Avaya CCaaS resolution, Kura goals to deal its shoppers complicated inbound and outbound touch centre products and services on a strong platform, with choices so as to add products and services equivalent to accent analytics, virtual and social channels, and conserve bills as required.
With over 2,000 advisors throughout the United Kingdom and South Africa, Kura’s adapted resolution will to begin with shield 600 advisors being able to scale up because the BPO corporate wins untouched shoppers. It replaces 5 other on-premise methods, that have been restricted through complicated ISDN-based telephony and a couple of aid suppliers.
The CCaaS resolution is supported with contractually binding availability carrier stage commitments and a delegated carrier supply supervisor. That is mentioned to be accomplished age Kura’s overall value of possession (TCO) will probably be decreased in comparison to its legacy condition.
“We are very excited about the difference Avaya Enterprise Cloud is going to make to our business. It will enable us to deliver the advanced features that are really beneficial to clients because they take their customer experience to the next level,” mentioned Janine Hunt, consumer partnership director at Kura.
“The new solution will support us into the future. It has the scalability to grow with our needs and has the flexibility to integrate with external platforms, as well as letting us add or remove advanced features on demand. From readying us for initial go-live, to leveraging all the advanced features and innovation, and training us to become fully autonomous, Avaya, with its Avaya Customer Experience Services (ACES), has been key in guiding and supporting us in our journey, and we are looking forward to realising the full potential of this new solution.”
Avaya UK and Eire vice-president Steve Joyner added: “Contact centres know that they, their clients and their customers will all benefit from the innovative features that are only available in the cloud, but are often hesitant as digital transformation can be disruptive to business. At Avaya, we offer a pathway that provides a seamless hybrid cloud experience that combines the best of on-premises and cloud solutions to minimise disruptions, maximise ROI and drive innovation.”