Avaya launches NGCC solution globally

MUMBAI, INDIA: Avaya, the global provider of enterprise communications systems which include unified communications, contact centers and services, is rolling out its next-generation context center (NGCC) solution world wide including the US, India and other regions on Wednesday.

According to Mohammed Hayath, Avaya’s Application Sales head for India & SAARC, the company will launch the next generation context center (NGCC) solution globally.

In India, the solution is available from Wednesday via channel partners, he said.

“The Avaya Aura Context Center (AACC) solution gives the multimedia routing capabilities that help the agents to serve customers’ calls in various mediums such as voice calls, web-chats and e-mails and even support video calls,” Hayath told CyberMedia News.

It’s based on Microsoft Windows platform and has 2-3 modules depending on the call centers’ requirements; however, the company has plans to extend the application support and usage for other platforms in future, apart from Windows.

“We have plans to support other platforms and also make it people-centric collaboration. The idea is to integrate the call agents, experts, external data and resources so that the call resolution of customers will be higher as well as customers’ satisfaction will improve,” Hayath explained.

“Typically, people don’t like to call the call center agents because they don’t get proper response for their issues. We try to collaborate the agents, subject experts and other external resources for resolving customers’ issues so that customers get proper response for their problems,” he added.

About the solution’s compatibility and interoperability with other applications and devices, Hayath observed, “It’s an advantage for us with the Nortel’s acquisition. We are integrating our solutions and new products with Nortel’s products and solutions for interoperability. So that customers’ investments is protected and can easily use the new solutions with existing products and solutions.”

It is developed on the session initiation protocol (SIP) based on the industry standards and has an inbuilt out-bound dialing solution which has been integrated to provide unified reporting in real time as well as historical reporting. The software can be used by mid and upper segment organizations, which wants to scale-up business to couple of thousand voice or multimedia agents.

“We are looking at clients who want to have multimedia support and better call resolution to ensure greater customer satisfaction. We will try to cut across all verticals, in which, the key verticals are BFSI, Hospitality and Health care,” Hayath opined about the potential market for the NGCC in India.

According to industry studies, Avaya has more than 52 per cent market share in the contact center solutions segment in India. While, the Frost & Sullivan report has estimated that call center solutions market including the out-bound, in-bound and integrated voice response (IVR) will be around USD 116 millions by 2010.