Merchants goes live with Avaya Private Cloud contact centre transformation project

Merchants, a customer management partner specialising in the business process outsourcing industry, today announced that the first phase of a global contact centre services transformation has gone live with an Avaya Private Cloud solution.

The contact centre transformation project comes as Merchants looks to achieve new levels of growth in the increasingly competitive BPO industry. To realise these goals, the company needed a modern, technologically advanced contact centre solution that could scale with the company’s stellar ambitions.

Avaya’s Private Cloud solution, which can be offered via a standard reference architecture or custom-designed, was attractive for a number of reasons. With a technical design that will help to eliminate resilience shortfalls and provide more robust service level agreements, the new contact centre enables Merchants to offer improved services to its current customers, and attract new customers with compelling capabilities.

“We have worked with Avaya’s contact centre technologies for many years, so we are well aware of the company’s strengths in the arena. With a demanding customer base, and our ambitions for growth, there was a requirement to modernise and transform our existing contact centre infrastructure, and Avaya’s private cloud-based solution was most appropriate for our needs,” said Roark Raman, Head of Technology at Merchants.

“The solution particularly addressed our challenges around simplicity of expansion, vendor accountability for uptime, the cost of perpetual licences, and a business environment demanding quicker time to market for innovation at a more competitive price.”

Indeed, the decision to deploy via private cloud is one of the major strengths behind the new solution. The private cloud method addresses Merchants’ local needs on increasing the number of services it can offer, thanks to an ability to quickly and easily deploy the latest technologies. And the improved uptime of the service, along with a more efficient, operational cost structure, enables Merchants to focus on its core business of customer experience management. Security concerns around cloud are addressed by the fact that the contact centre infrastructure will be hosted at Merchants’ prescribed data centres.

What’s more, because the solution is based on a reference architecture designed for Merchants’ needs, it can be replicated and deployed across other sites with ease. The solution provides the global platform that Merchants needs and deploys it securely within the company’s environment.

“As a global contact centre organisation, Merchants is an important partner for Avaya in South Africa. The company has the same dedication to customer centricity as we do, and with this new contact centre solution, Merchants will be able to more efficiently offer the right customer experiences. We look forward to many more years of partnership with Merchants, and can’t wait to start this digital transformation journey with them,” said Fadi Hani, Vice-President – Middle East, Africa and Turkey at Avaya.