China’s Ucloud and Avaya debut contact center-as-a-Service for the Internet+ Era

Beijing, 2016 - Avaya, a global leader in enterprise communication software, systems and services, and Ucloud, China’s largest independent public cloud provider, today announced the launch of “A Cloud”, a Contact Center-as-a-Service (CCaaS) solution. The announcement came at the 2016 China Enterprise Internet CIO Forum and 3rd Big Data Application Summit. “A Cloud” allows customers to deploy contct center operations in the cloud rapidly and cost-effectively, helping businesses align their customer experience transformation to China’s “Internet+” era.

While traditional contact center 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 centers 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 centers in China, Hong Kong and the United States, 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 centers. Allowing for quick customization and on-demand deployment of contact center 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.

Chen Wei, President, Avaya Greater China: “In the Internet+ era, organizations of all sizes are facing the challenge of digital transformation. 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 center 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.”