Avaya Unveils New Cloud Solution to Power UK's Mid-Market Businesses

Zenica JoyMar 29, 2017

The European cloud market is predicted to grow at a compound annual growth rate of 23.2 percent, as reported by market researcher IDC. Sensing the mid-market shift towards cloud adoption, Avaya, a leading global provider of solutions for customer engagement, introduced its “Powered by Avaya” cloud solution. This cloud offering aims to deliver comprehensive cloud-based solutions for Avaya partners and end-user customers in order to provide innovative and future-proof communications experiences.

Helping Mid-Market Businesses Move to and Fully Leverage the Cloud

The cloud has created a perfect storm of opportunities for businesses. When used efficiently, cloud capabilities can drive business innovation, enhance customer value propositions, and improve operational efficiency. With the many benefits the cloud has to offer, it makes business sense to leverage cloud-enabled solutions to promote growth and profit. Fortunately, Avaya has the ideal cloud service to power mid-market businesses.   Powered By Avaya Cloud Offerings

“Powered by Avaya” enables channel partners to provide Avaya’s unified communications (UC), video conferencing (VC), and contact center (CC) solutions direct to their end-user customers. This way, Avaya partners can deliver a diverse range of solutions (i.e. on-premises, hybrid cloud, or fully-hosted) so that end-user customers can successfully migrate to the cloud.  

Matt Taylor, the UC Product Director at Six Degrees Group, expressed his excitement about the newest cloud offering from Avaya.

“As mid-market businesses continue to adopt cloud-based solutions, at Six Degrees we look for reliable offerings that can transform our end-user customer’s businesses. By teaming up with Avaya, we have the freedom to continue to work with our customers in a way that best meets their needs, while having the assurance of working with a market-leading vendor.”

“Powered by Avaya” will be made available through selected resellers and Avaya channel partners in the UK such as  Formation Tech, Six Degrees Group, and more. Also, Avaya partners who wish to host and maintain Avaya cloud solutions can market  “Powered by Avaya” services directly to end-user customers. They will also have the option to include additional services around the core product and continue to sell the full portfolio of Avaya solutions in the UK.

Future-Proof Cloud Communications Experiences with Avaya Powered Solutions

Ioan MacRae of AvayaIoan MacRae, the UK Managing Director at Avaya, shared how their latest cloud offering can help mid-market businesses. “The mid-market sector is the engine room of the UK economy but is all-too-often overlooked, with vendors either focusing on larger enterprise customers, or providing solutions that don’t deliver the scalability, resiliency, and flexibility mid-market customers are looking for. “Powered by Avaya” will give growing, mid-sized companies access to a robust business-grade cloud option with their UC, CC, and video communications for the first time, with the same reliability and security expected by end-users and synonymous with the Avaya brand.”

By giving Avaya partners the freedom to sell a diverse range of cloud-based solutions to their end-user customers, “Powered by Avaya” can help mid-sized businesses in the following ways:

  • Offering comprehensive cloud services for every size enterprise. Avaya provides a diverse range of communications solutions, including unified communications (UC), contact center (CC) and video applications to help small businesses, mid-market companies, and large enterprises seamlessly transition to the cloud and at the same time improve their overall quality of service.

  • Creating new revenue streams and accelerate business growth. Avaya supports all unified communications needs, from simple out-tasking to full outsourcing. Flexible and scalable, Avaya’s communications solutions (e.g. telephony, messaging, contact center, video, and unified communications) can help transform the way companies conduct their businesses by simplifying operations and promoting collaborations.

  • Helping businesses seamlessly migrate to the cloud. Avaya offers the broadest options in cloud communication and collaboration services that enable businesses to connect and collaborate without boundaries. Avaya’s solutions come in a variety of deployment models, including private, public, and hybrid cloud, as well as on a customer’s premises.

Key Features of Avaya Powered Solutions

OnAvaya – Google Cloud Platform

Designed for mid-size businesses, OnAvaya Google Cloud Platform delivers a new customer and team engagement solution that is easy to use, provides a seamless UC experience, and can be deployed quickly. This enhanced OnAvaya solution leverages the full capabilities of Avaya IP Office Contact Center and Avaya IP Office for midsized businesses.

Contact Center Highlights

Unified Communications (UC) Highlights

  • Full multichannel - integrates email, chat, and voice services
  • Skills-based routing - routes all customer inquiries to a specific person
  • Real-time monitoring - provides insight into business operations
  • Historical reports - helps measure, identify, and discover new opportunities
  • Outbound campaigns - helps employees be more productive
  • Interactive Voice Response (IVR) - enables specialized announcements
  • Call recording - tracks calls for training purposes or conflict resolution
  • IP Telephony Features - send, receive, hold, and transfer calls, conferencing, and voicemail
  • Advanced Features - page, park, IVR, voicemail to email, hunt groups, auto attendant, presence, and more.
  • International and domestic calling plans
  • Mobility with Android and iOS apps
  • ESNA technologies (Now Avaya Communicator for Web) - web apps integration for Salesforce, Google, Office 365

Unified Communications as a Service (UCaaS)

Avaya’s cloud-enabled solution for UCaaS is licensed on a utility model where businesses pay only for licenses used by customers.

UCaaS Highlights:

  • Single and scalable platform based on Avaya Aura
  • Flexible pay-as-you-sell model
  • Multiple-tenancy with a single, centralized administration overlay

Video as a Service (VaaS) Solution

Avaya’s cloud-enabled solution for Video Conferencing powered by Avaya Scopia supports personal endpoints, desktop, mobile applications, and video room systems. Licensed on a utility model like their UCaaS solution, Avaya’s VaaS solution can help organizations gain control over their cash flow and expenses.

VaaS Solutions Highlights:

  • Out-of-the box multi-tenancy through centralized management and optimal resources sharing
  • Extensive accessibility and interoperability that supports any protocol, video conferencing system, and desktop and mobile devices, regardless of the location.
  • Offers pay-as-you-sell model to minimize risk of initial upfront costs

Contact Center as a Service (CCaaS) Solution

The Avaya-powered Customer Experience Management solution was created on open standards, has extensive interfaces and application programming interfaces (APIs), and provides access to third party offerings.

CCaaS Solutions Highlights:

  • Offering the right resources at the right time by capturing resource skill sets in the routing database, and then redirect contacts to the right resource by skill type, regardless of channel.
  • Lessening expensive live call handling and promoting self-service by creating advanced handling of automated interactions across multiple media.
  • Recording and analyzing all customer interactions to get an in-depth understanding of their customers’ experiences.

For more information about Avaya, please visit their official website

About Avaya

Avaya is a global leader in customer engagement technologies that delivers superior communications experiences to small enterprises, mid-market businesses, and large companies worldwide. As a recognized innovator of solutions for customer and team engagement, Avaya offers a comprehensive portfolio of software and services for collaboration and unified communications, customer experience management, contact center, networking, and professional services.