SHARE



ABOUT THE AUTHOR


Beth Schultz
Beth Schultz is editor of No Jitter and program co-chair for Enterprise Connect. Beth has more than two decades of...
Read Full Bio >>
SHARE



Beth Schultz | June 30, 2017 |

 
   

Cloud Contact Center Offerings Shaping Up

Cloud Contact Center Offerings Shaping Up AWS focuses on performance metrics and Avaya on delivering hybrid cloud architecture.

AWS focuses on performance metrics and Avaya on delivering hybrid cloud architecture.

As the communications world turns, this week saw contact center updates from both the cloud upstart -- Amazon Web Services -- and the legacy player -- Avaya.

Amazon Connect, the self-service cloud contact center service AWS introduced in March at Enterprise Connect, now comes with a real-time performance monitoring dashboard. Amazon Connect users can define the performance indicators they most care about, be those related to service levels or agent occupancy, and then monitor them through their visual dashboards, as Jeff Barr, chief evangelist for AWS, described in an announcement video. The visual dashboard is available today in all AWS regions where AWS offers Amazon Connect, at no additional cost to subscribers, the company said.

As to Amazon Connect availability, AWS this week also announced that it has extended Amazon Connect beyond the Americas and into the Asia Pacific region, through its Sydney data center. Additionally, Amazon Connect has added support for seven languages -- Spanish, French, Brazilian Portuguese, Korean, German, Simplified Chinese, and Japanese. With the language update comes a localized view in the Amazon Connect management console and contact center instances, the company said.

Avaya, meantime, introduced the Customer Engagement Cloud, a hybrid architecture aimed at enabling enterprises to deploy Oceana, the next-generation contact center offering Avaya introduced a year ago, on public cloud infrastructure, on premises, or in a combination of the two. Customer Engagement Cloud is "all software, all virtualized, all workflow-enabled, and all subscription," Karen Hardy, VP of product marketing said in a briefing.

"If a customer chooses to deploy in a virtualized infrastructure on premises, they can select a subscription for that environment. They can take it in a managed service. We have several deployments going into production leveraging Amazon Web Services, so where they get the benefit of taking a pure cloud infrastructure but the private application is made available. So, a lot more opportunity to be able to take advantage of the elasticity and on-demand infrastructure," she described. "And then as we move to more pure cloud infrastructure, multitenant, that's where the customers see some of their applications being deployed, leveraging that multitenant-as-a-service environment." More than anything, perhaps, Customer Engagement Cloud is a roadmap for how enterprises using Aura and Elite today on premises or in private clouds can ultimately arrive at a pure-cloud implementation, Hardy said. It builds on Avaya's proof-of-concept experiences, in which many of the participants leveraged AWS for Oceana.

"More and more, they want to go higher up into a fully pay-as-you-go, as-a-service business model," she said. "That's why we played out this architecture. In time, customers will have the option to mix and match and deploy specific [Oceana] applications how they want." This includes within AWS, as well as through the multitenant BPO cloud offering Avaya announced earlier this year.

As Hardy aptly pointed out, enterprises aren't going to deploy every cool new technology for the contact center all at once. But rather, she said, "as they digitally transform, they're going to be looking at making sure they can deploy new applications quickly and easily, and bring in automation and artificial intelligence quickly and easily, and then deploy it any way they want it."

Follow Beth Schultz and No Jitter on Twitter!
@Beth_Schultz
@nojitter





COMMENTS



July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.