Avaya, Microsoft to bring contact centre services to cloud

Last Updated: Mon, Oct 07, 2019 15:49 hrs
Avaya Logo (Image Courtesy: Avaya)

Dubai: To enhance and simplify communications and collaboration, global communication solution provider Avaya Holdings Corp and Microsoft on Sunday announced that they will bring contact centre services to the cloud.

The announcement was made at the 39th GITEX Technology Week in Dubai.

Avaya IX-CC, a next-generation contact centre as a service platform, will be available on Azure, hosted in Microsoft's cloud data centres in Abu Dhabi and Dubai.

The service will be introduced initially in the Arab Gulf region with plans to expand the offer to other global regions in the future.

"Our partnership with Microsoft allows us to expand our feature-rich applications on a cloud-based micro-services architecture and platform - giving our customers the flexibility in deployment they have come to expect from our brand," said Ahmed Helmy, Chief Technology Officer from Avaya International.

"They will also have the welcome assurance and flexibility to run their work loads across multiple clouds," Helmy added.

On the Indian cloud market, Helmy told IANS that Indian market is all about cost-effective rich featured solution.

The two companies are working to integrate the market-leading Avaya IX-CC platform with Azure.

The Avaya IX-CCs expected to be available to customers in the first half of 2020 with voice capabilities, followed by omnichannel features later in the year.

"Through our work with Avaya, Microsoft now has the opportunity through our marketplace to offer enterprise-grade CCaaS solutions to businesses of any size delivered through Avaya and running on our Azure cloud," said Sherif Tawfik, Executive Director, Channel, Alliances, Startups and SMEs at Microsoft UAE.

"At Microsoft, it is our mission to empower every person and every organisation on the planet to achieve more. Every application that makes its home in our intelligent cloud takes us a step more down that road," he added.

(Bharat Upadhyay is in Dubai to attend the 39th Gitex Technology Week 2019 on Avaya's invitation. He can be contacted at bharat.u@ians.in)