• December 18, 2014

Spoken Partners with Avaya on Cloud Contact Center Solutions

Spoken Communications, a cloud infrastructure provider specializing in contact center virtualization, has partnered with Avaya to offer a hybrid cloud contact center as a service (CCaaS) solution for enterprise contact centers.

Together, the two companies will offer Avaya Cloud Services powered by Spoken, a multitenant cloud platform that enables companies to transition to next-generation contact center capabilities. The cloud platform supports a hybrid approach that allows companies to maintain existing premises-based infrastructures 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, which are available as discrete cloud applications, a pure cloud, or a hybrid cloud offering. Each application is available for integration a la carte, eliminating the need for 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 for partial or full capture. Sensitive customer data, such as call or screen capture recordings, can be stored locally on the client's premises.

Also included is a pay-as-you-go, monthly utility-based pricing model.

"Clients are seeking ways to transition to the cloud while maintaining their legacy infrastructure and applications," said Spoken CEO Howard Lee in a statement. "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 services at Avaya, in a statement. "We believe this cloud solution offers customers the level of data security and flexible scalability they need as they transition to cloud."

Last year, Spoken partnered with Altura Communication Solutions, a provider of voice, data, and video communication solutions,  to provide cloud-based, advanced call center solutions to Altura's base of Avaya customers.

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