Kura rolls out Avaya Enterprise Cloud to transform customer experience | Computer Weekly
Summary
To put this theory into practice, independent outsourcer Kura is enhancing its contact centre capability with the Avaya Enterprise Cloud contact-centre-as-a-service (CCaaS) solution. With its global headquarters in South Africa, Kura claims to be the largest independent business process outsourcing (BPO) firm in the UK, specialising in tailored customer support solutions for businesses across a range of sectors, including insurance, finance, telecoms, retail, charity, utilities and the public sector. It replaces five different on-premise systems, which were limited by complex ISDN-based telephony and multiple support providers. It has the scalability to grow with our needs and has the flexibility to integrate with external platforms, as well as letting us add or remove advanced features on demand. From readying us for initial go-live, to leveraging all the advanced features and innovation, and training us to become fully autonomous, Avaya, with its Avaya Customer Experience Services (ACES), has been key in guiding and supporting us in our journey, and we are looking forward to realising the full potential of this new solution.” Avaya UK and Ireland vice-president Steve Joyner added: “Contact centres know that they, their clients and their customers will all benefit from the innovative features that are only available in the cloud, but are often hesitant as digital transformation can be disruptive to business.
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