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February 29, 2012

AVAYA News - Avaya Unveils Communications Outsourcing Solutions, the 'Client's Arm of Communications'

By Carrie Schmelkin, TMCnet Web Editor

In an effort to help companies exponentially increase the performance, reduce the costs and accelerate the transformation of their communications environments, Avaya (News - Alert) today unveiled a new set of outsourcing services. Thanks to the latest offering, the Avaya Communications Outsourcing Solutions (COS), Avaya will now be able to take on the responsibility of overseeing all of a company’s communications operations – regardless of age, vendor or location – so that the company can better compete in this era of advanced collaboration.

“Avaya Communications Outsourcing Solutions (COS) provides global, multi-vendor, custom managed services for large enterprises, enabling them to unlock the potential of their aging communications environments,” Ed Nalbandian, vice president of Avaya Operations Services, told TMCnet. “The main goal of these services is to relieve client pain points around four key areas: performance, resources, tools and cost.”

“By targeting these essential customer pain points, Avaya Communications Outsourcing Solutions is able to facilitate technology transformation for clients with internal support and/or financial constraints, and enable cost reduction and operational improvements for clients’ problematic infrastructure,” he added.

Avaya, a global provider of business collaboration ad communications solutions, shared that Avaya COS is part of the company’s portfolio of Managed Services, which allow businesses to have Avaya take on the management of their communications infrastructure and applications.

COS, Avaya’s first fully-outsourced offering, can provide custom-built solutions and comprehensive management of a client’s entire communications environment, including unified communications, contact center, data and video applications. Described as the client’s communications arm, COS offers a high level of managed services as it integrates directly with their IT processes and manages their overall communications functions including production, billing, and operations, among other things.

Those who are ready to migrate their aging infrastructure and make it over with advanced capabilities and those who are not quite ready for a technology transformation but want to enjoy increased cost efficiency, stand to benefit the most from Avaya’s COS, according to officials.

Some of the chief benefits of the Avaya COS include: seamless worldwide multi-vendor support using nine global Network Operation Centers (NOC (News - Alert)) supporting three million communications ports under contract; extensive communications applications expertise and support, driven by an organization of more than 700 voice managed services experts; New Operating Expense procurement (OpEx) options encompassing hardware, software and services in an all-inclusive per-user price; and customized Service Level Agreements (SLA) that deliver promises on availability and reliability.

One company already behind Avaya’s latest innovation is Bharti Airtel (News - Alert), an Avaya partner and leading global telecommunications company.

"At Bharti Airtel, the customer is at the core of everything we do,” Dr. Jai Menon, director of Global Innovation & IT at Bharti Airtel (News - Alert), and group CIO of Bharti Enterprises, said. “We constantly innovate and partner with the best to offer our customers a world-class service experience at every touch point. Our partnership with Avaya was in line with this philosophy and a game changer for our customer contact services and collaboration. Avaya Communications Outsourcing Solutions enhanced our service capabilities, and helped us deliver superior customer experiences across our operations in India."

When asked how the COS helps further distinguish Avaya in the marketplace, Nalbandian told TMCnet that one of the main ways is because it comes with a proven track record.

“Avaya has over three million communications ports under contract right now,” he said. “Over 700 communications managed services experts provide advanced management around the globe.  Frost and Sullivan recently named Avaya as having market leadership in communications managed services in North America.”

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