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Ucloud and Avaya debut contact centre-as-a-service

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Avaya and Ucloud, China’s largest independent public cloud provider, today announced the launch of A Cloud, a contact centre-as-a-service (CCaaS) solution.
A Cloud allows customers to deploy contact centre operations in the cloud rapidly and cost-effectively, helping businesses align their customer experience transformation to China’s “Internet+” era.
While traditional contact centre environments require high up-front capital investment and complex structure deployment, CCaS solutions can be built and deployed quickly to manage and optimize existing infrastructures. A Cloud is able to help customers migrate their locally deployed contact centres to the cloud via private or hybrid cloud solutions. It can also provide customers with a managed and multi-tenant service model to meet customer demands.
Founded in 2012 by former Tencent executives, UCloud is the number one independent public cloud service provider in China, specializing in hosting and cloud services for clients in various industries such as e-commerce, gaming, mobile internet, and SaaS, among others. With data centres in China, Hong Kong and the US, UCloud helps its Chinese clients support their operations globally. The company announced a $100-million Series C financing round this spring, with $160-million raised to date.
A Cloud applies a SaaS-based method to deploy contact centres. Allowing for quick customization and on-demand deployment of contact centre businesses, “A Cloud” provides lighter and faster cloud experience in line with the Internet+ era. Based on their specific needs, enterprises can expand or reduce the service scale with a pay-as-you-go model.
With the A Cloud solution, enterprises can reduce their one-time capital investment by 87% and continuous investment by 55%, as well as make payment on a utility model basis, for example, per user/per month, which will greatly reduce operation and management costs.
“In the Internet+ era, organisations of all sizes are facing the challenge of digital transformation,” says Chen Wei, president of Avaya Greater China. “The one-stop cloud service provided by ‘A Cloud’ helps make it possible for enterprises to quickly deploy relevant businesses, keep pace with state-of-art contact centre technologies and seize market opportunities.
“We hope that more enterprises will be attracted to join Avaya’s open and healthy ecosystem, share value on the cloud service platform and boost the upgrade and development of the whole industry.”