Spoken Communications to Power Avaya Hybrid Cloud Solution for Enterprise Contact Centers

PRESS RELEASE: Spoken Communications, a cloud infrastructure provider specializing in contact centre virtualization announced an agreement with Avaya, a leading provider of team and customer engagement solutions, to offer a hybrid cloud Contact Center as a Service (CCaaS) solution for enterprise contact centres.

Together, the companies will offer Avaya Cloud Services powered by Spoken, a multi-tenant cloud platform that enables companies to seamlessly transition to next-generation contact center capabilities. The cloud platform supports a hybrid approach that allows companies to maintain existing premises-based infrastructure while evolving to a full suite of native cloud-based contact center applications.

Avaya and Spoken will cross-sell the virtualized capabilities of the Avaya Cloud Services powered by Spoken. Customers have three options for adoption: as discrete cloud applications, a pure cloud or a hybrid cloud offering. Each application is available for integration à la carte, eliminating the need for any enterprise to discontinue its current applications such as call recording or Computer-Telephony Integration (CTI). The platform’s flexibility extends to call recording and screen capture applications, which customers can customize to partial percentage or 100% capture.

The ability to host sensitive customer data such as call or screen capture recordings locally on the client’s premises addresses concerns around data security, which is a common obstacle to cloud transition. A shift to a pay-as-you-go, monthly utility-based pricing model provides customers with more flexible pricing that addresses the need for cost-effective scalability.

“Clients are seeking ways to transition to the cloud while maintaining their legacy infrastructure and applications,” said Spoken CEO Howard Lee. “The fact that customers can integrate anything from a single application such as cloud call recording to the entire application stack gives customers the flexibility they’ve been asking for while offering a low-risk place to start.”

“Contact center customers will benefit from the security, scalability and pay-as-you-go pricing model of Spoken’s hybrid cloud service,” said Joe Manuele, Vice President of Global Service Providers, System Integrators and Cloud at Avaya. “We believe this cloud solution offers customers the level of data security and flexible scalability they need as they transition to cloud.”