Avaya expands contact center technology deal with HGS

Avaya IP Office Contact Center
Hinduja Global Solutions (HGS), a business process outsourcing (BPO) provider, will deploy Avaya’s voice based contact center solutions for its international customers in the US, Europe and Asia Pacific.

The new order brings cost savings and service improvements for 10,000 voice based contact center seats that serve customers in the US, Europe and Asia Pacific.

Avaya said HGS will its Avaya Aura Communication Manager, Avaya Aura Conferencing, Avaya Aura Messaging, and Avaya Scopia Video Conferencing Infrastructure.

HGS also implemented SIP trunking, which takes calls off the public service telephony network (PSTN) onto an internal network far earlier, helping customers to reduce telecom operator cost by as much as 50 percent.

HGS can set up new contact center operations for its enterprise clients at 30 to 40 percent lower cost of Technology. Avaya’s open technology enables HGS to help customers integrate the contact center with their existing customer relationship management (CRM) platform, call recording or Interactive voice response (IVR) systems.

“Contact centers are not just about providing an agent at the end of the telephone line. Technology is changing the dynamics of customer expectations and how they prefer to interact with businesses. Dropped calls and unnecessary waits for information are no longer tolerated,” said Sandeep Marwah, VP IT and CTO, HGS Philippines.

The Avaya solution delivers increased reliability especially for an organization that operates a global network of 66 customer experience centers. Avaya’s ECHI reports support HGS to provide data on every aspect of the operations to its customers. Proper documentation on service level agreements (SLA) and billings are the result of the Avaya technology.

HGS is already at the use of Artificial Intelligence to improve call handler response time through speech analytics. AI will allow the agent to see relevant screen prompts, eliminating the need for agents to click to open the right pages or applications – based on the analysis of words spoken by customers.

“BPO providers such as HGS must innovate to ensure the relevance of contact centers to its customers. Delivering good customer service will continue to be a business imperative but its delivery will need to be redefined as customers become more connected,” said Edgar Doctolero, country manager, Philippines at Avaya.

Related News

Latest News

Latest News