Westcon enhances cloud-based customer experience with Avaya’s CCaaS solution

Westcon’s latestUK Master Agent agreement for Avaya OneCloud CCaaS will now cover European countries following a successful UK pilot. The renewed partnership with Avaya will see Westcon become the first Master Agent for Avaya OneCloud CCaaS (Contact Centre as a Service) covering the European region as the momentum behind its roll-out in 40+ countries continues to build.

Marianne Nickenig, VP Network & Collaboration Westcon EMEA, says: “Over the last few years we’ve seen new products, services and disruptive concepts redefine the way we interface and engage with one another. Transitioning contact centres to the cloud is becoming a key priority for a growing number of businesses, and the ones opting for a CCaaS solution are able to gain numerous benefits relating to cost, convenience and, more importantly, customer satisfaction. As a result, Avaya’s CCaaS solution represents a crucial addition to Westcon’s portfolio.”

Avaya OneCloud CCaaS is a hassle-free, always-on contact centre that has been ranked among the top five CCaaS providers overall in the Ventana Research ‘2021 Value Index for Contact Centre in the Cloud’. As a cloud-based solution, it delivers a comprehensive, integrated, and open CCaaS architecture with security, scalability and versatility at its core. With an intuitive desktop, live monitoring and advanced productivity tools among its key features, Avaya OneCloud CCaaS makes it easy for businesses to deliver an effortless customer experience across different channels and devices while helping them maximise employee and team performance.

Elaborating on what the Master Agent model means for Westcon and Avaya’s partnership, Marianne explains: “Traditional partner programmes often consist of multiple barriers and points of separation between the vendor and the customer. The Master Agent channel model allows us to minimise these points of separation and get as close to the customer as possible, therefore ensuring continuity of service and an improved customer experience.”

Trevor von Puttkammer, Senior Director, Distribution International (EMEA & APAC) at Avaya, concludes: “The ability to deliver expertise and maximum value to customers is a quality we always look for in our partners. We see a great opportunity in teaming up with a leading technology distributor such as Westcon to deliver our CCaaS solutions to the wider European market and we look forward to further establishing our brand and increasing our market share in the region.”

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