{"id":1502,"date":"2014-12-19T14:10:56","date_gmt":"2014-12-19T14:10:56","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-12-19T14:10:56","modified_gmt":"2014-12-19T14:10:56","slug":"avaya-hybrid-cloud-solution-for-contact-centers-to-be-powered-by-spoken-communications","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/avaya-hybrid-cloud-solution-for-contact-centers-to-be-powered-by-spoken-communications\/","title":{"rendered":"Avaya Hybrid Cloud Solution for Contact Centers to Be Powered by Spoken Communications"},"content":{"rendered":"<div>\n<p>One of the more interesting developments of the past year has been that, while much of the headlines in the cloud contact center industry have focused on organizations of all sizes moving to the cloud, another major trend has been the efforts by all vendors in the industry to ensure they offer contact center customers options.\u00a0 And by \u201coptions,\u201d what is meant is providing enhanced contact center functionality that is tailored to where a given customer is in the process of transforming their contact centers and to their unique circumstances regarding issues such as what might need to remain on-premises versus possibly moving everything to the cloud.<\/p>\n<p>Indeed, the hybrid solution has emerged as a popular option, and this trend is more than likely to continue into 2015 and beyond. An example of this was the announcement that a Seattle, WA-based cloud infrastructure provider\u2014which specializes in contact center virtualization solutions\u2014signed an agreement with a leading contact center solutions provider to offer a hybrid cloud Contact Center as a Service (CCaaS) solution.<\/p>\n<p>Avaya Cloud Services, powered by Spoken, is a multi-tenant cloud platform that enables companies to seamlessly transition to next-generation contact center capabilities. The cloud platform is specifically designed to support hybrid environments, allowing companies to use their existing on-premises infrastructure while transitioning to a full suite of native cloud-based contact center applications.<\/p>\n<p>The announcement of the partnership highlighted that Avaya and Spoken will cross-sell the virtualized capabilities of Avaya Cloud Services, powered by Spoken. Customers will have three adoption options, which are as follows:<\/p>\n<ul>\n<li>Discrete cloud applications<\/li>\n<li>Pure cloud<\/li>\n<li>A  hybrid cloud offering<\/li>\n<\/ul>\n<p>The partners note that each application is available for \u00e0 la carte integration, eliminating the need for any enterprise to discontinue its current applications, such as call recording or Computer-Telephony Integration (CTI). \u00a0They add that the platform\u2019s flexibility extends to call recording and screen capture applications, which customers can customize to capture either a partial percentage or 100 percent of the screen. In short, there is no need to, as the saying goes, \u201cthrow the baby out with the bathwater.\u201d<\/p>\n<p>&nbsp;\u201cCustomers are looking for ways to transition to the cloud while retaining their legacy infrastructure and applications,\u201d said Spoken CEO Howard Lee. \u201cThe fact that customers can integrate anything from a single application\u2014such as cloud call recording\u2014to the entire application stack gives them the flexibility they\u2019ve been asking for, while offering a low-risk place to start.\u201d<\/p>\n<p>\u201cContact center customers will benefit from the security, scalability, and pay-as-you-go pricing model of Spoken\u2019s hybrid cloud service,\u201d said Joe Manuele, Vice President of Global Service Providers, System Integrators, and Cloud at Avaya. \u201cWe believe this cloud solution offers customers the level of data security and flexible scalability they need as they transition to the cloud.\u201d<\/p>\n<p>The latter quote raises an important point. Concerns about data security\u2014specifically regarding the hosting of sensitive customer data\u2014have been an obstacle for many contact center administrators when considering any type of cloud solution. The ability to host sensitive customer data\u2014such as call or screen capture recordings\u2014locally on the client\u2019s premises via a hybrid solution addresses these concerns, which is why such solutions are popular. Another reason for their popularity is the benefits of moving to a service-based model.<\/p>\n<p>It will be interesting to see what industry analysts report regarding the share of hybrid solutions in total contact center solution revenue this coming year. It will also be interesting to see how each company fills in the gaps in its product portfolio.<\/p>\n<p>It should also be noted that if you would like to learn more about what\u2019s happening with Contact Center Solutions, you can join the industry conversation at , taking place January 28\u201330 at the convention center in beautiful, warm Miami Beach, FL.<\/p>\n<p>Edited by <\/p>\n<\/div>\n<p><img decoding=\"async\" src=\"http:\/\/pixel.quantserve.com\/pixel\/p-89EKCgBk8MZdE.gif\" border=\"0\" height=\"1\" width=\"1\" \/><\/p>\n<div id=\"s-share-buttons\" class=\"horizontal-w-c-circular s-share-w-c\"><a href=\"http:\/\/www.facebook.com\/sharer.php?u=\" target=\"_blank\" title=\"Share to Facebook\" class=\"s3-facebook hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"http:\/\/twitter.com\/intent\/tweet?text=&amp;url=\" target=\"_blank\" title=\"Share on Twitter\" class=\"s3-twitter hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"https:\/\/plus.google.com\/share?url=\" target=\"_blank\" title=\"Share to Google+\" class=\"s3-google-plus hint--top\" rel=\"noopener noreferrer\"><\/a><a href=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&amp;url=\" target=\"_blank\" title=\"Share on LinkedIn\" class=\"s3-linkedin hint--top\" rel=\"noopener noreferrer\"><\/a><\/div>","protected":false},"excerpt":{"rendered":"<p>One of the more interesting developments of the past year has been while much of the headlines in the cloud contact center business has been focused on organizations of all sizes moving to the cloud, another big trend has been the positioning of all of the vendors in the community to make sure they give [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center 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