There’s usually something at the cause of a shift in pattern, and looking past Black Friday’s whirlwind, there was a definite shift in consumer…
Kura, the United Kingdom’s leading independent outsourcer, and Avaya Enterprise Cloud have embarked on a collaboration that vows to reshape contact centre capabilities across continents. Kura will deploy Avaya Enterprise Cloud’s cutting-edge solutions in its contact centres, linking locations in both London and the vibrant city of Durban, South Africa.
This strategic move, slated for launch this summer, aims to empower Kura’s clients, which include major players in the energy and financial services sectors, with seamless inbound and outbound contact centre services.
Leveraging the robust Avaya platform, Kura will also have the flexibility to integrate advanced features such as speech analytics, digital and social channels, and secure PCI payments.
The Avaya Enterprise Cloud represents an innovative Contact Centre as a Service (CCaaS) solution, delivered through a dedicated cloud infrastructure. Kura’s customised approach will initially encompass 600 advisors, out of its over 2 000 advisors spread across offices in the UK and South Africa.
This partnership underscores Kura’s commitment to bridging continents and leveraging local expertise to provide unmatched services. The scalability of the solution is pivotal, as it can effortlessly accommodate new clients as the business process outsourcing (BPO) entity expands its client base.
The integration of Avaya Enterprise Cloud streamlines Kura’s operations by replacing five distinct on-premise systems that were constrained by intricate ISDN-based telephony and a maze of support providers.
Unlike its predecessors, the new CCaaS platform from Avaya Enterprise Cloud comes with stringent availability service level agreements and a designated service delivery manager. Moreover, Kura is poised to experience a reduced total cost of ownership when compared to its legacy environment.
Janine Hunt, client partnership director, expressed her anticipation for the transition: “We are very excited about the difference Avaya Enterprise Cloud is going to make to our business. It will enable us to deliver the advanced features that are enormously beneficial to clients. They will take customer experience to the next level.”
She added: “The new solution will support us into the future and has scalability to grow with our needs, has the flexibility to integrate with external platforms, and let us add or remove advanced features on demand. From readying us for initial go-live, to leveraging all the advanced features and innovation and training us to become fully autonomous, Avaya Customer Experience Services (ACES) has been key in guiding and supporting us in our journey, and we are looking forward to realizing its full potential.”
Kura’s adoption of Avaya Enterprise Cloud will introduce a host of new capabilities to the contact services provider:
- in-bound call routing with encrypted call recording.
- execution of complex outbound campaigns for multiple clients with daily adjustments to dialling strategies, dynamic agent scripts, and categorising call recordings based on outcomes.
- utilisation of SIP trunk services from Avaya to underpin the telephony infrastructure.
- seamless integration via open APIs with external applications, including Syntelate XA agent scripting from Inisoft, Kura’s legacy workforce management system, management information, client desktop, and outbound campaign management.
Steve Joyner, vice president: UK and Ireland, Avaya, underscored the advantages of the partnership: “Contact centres know that they, their clients, and their customers will all benefit from the innovative features that are only available in the cloud but are often hesitant as digital transformation can be disruptive to business. At Avaya, we offer a pathway that provides a seamless hybrid cloud experience that combines the best of on-premises and cloud solutions to minimise disruptions, maximise ROI, and drive innovation.”