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Avaya, Microsoft partner to bring contact centre services to the cloud

Avaya IX-CC, a Contact Centre as a Service platform, will be available on Azure, hosted in Microsoft’s cloud data centres in Abu Dhabi and Dubai.

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Avaya and Microsoft have announced that they will join forces to bring contact centre services to the cloud at GITEX Technology Week 2019.

Avaya IX-CC, a 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.

“Avaya is a trusted leader in contact cenre solutions,” said Ahmed Helmy, International CTO Avaya. “Our partnership with Microsoft allows us to expand our feature-rich applications on a cloud-based microservices architecture and platform – giving our customers the flexibility in deployment they have come to expect from our brand. They will also have the welcome assurance and flexibility to run their workloads across multiple clouds.”

The two companies are working to integrate Avaya IX-CC platform with Azure. The Avaya IX-CC next generation Contact Centre as a Service platform is expected to be available to customers in H1 2020 with voice capabilities, followed by omni-channel 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, 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.”

Ahmed Helmy, Chief Technology Officer from Avaya International and Sherif Tawfik, Executive Director, Channel, Alliances, Startups and SMEs at Microsoft UAE, were on hand to explain how customers across the region – and soon after, the world – would be able to accelerate digital transformation, engaging customers, empowering employees, optimising operations and reinventing business models, through the power of CCaaS.

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