VADS and Avaya Tie Up to Offer Hosted Contact Center Technology

Avaya Inc., a leading global provider of business communications applications, systems and services, and VADS Berhad (VADS) today announced the launch a managed service for hosted contact center technology. Both companies are set to ride the wave of the robust growth in the local outsourcing market. Growth consulting company, Frost & Sullivan predicts the contact center outsourcing market in Malaysia to grow from US$114.7 million in 2006 to US$628.5 million by 2013, representing a compounded growth rate of 27.5%1 per annum.

“Leading edge technology is a critical component in running an efficient contact center in addition to excellent workforce management and systematic processes. Businesses are often held back from utilizing these technologies that will enhance their contact center efficiency, due to the high capital investments involved,” said Dennis Koh, Chief Executive Officer of VADS.

“VADS now has the service that allows businesses greater flexibility to expand and enhance their contact center operations, without the high capital investments. The client’s contact center management team can now focus on their core expertise and operations without having to worry about the cost of keeping up with the latest technologies. Leveraging on Avaya’s leading edge contact center technologies, VADS will exclusively offer Hosted Contact Center technology to the Malaysian market. These facilities are ”rented“ out on demand or ”pay-as-you–use,“ eliminating the need for customers to purchase equipment and set up their own contact centers,” added Koh.

Teh Chai Peng, Country Director for Avaya Malaysia said, “Our collaboration with VADS will provide a comprehensive spectrum of choices to meet customer needs, helping businesses grow with the right support. A strategic contact center is one that is tightly aligned with business requirements and is able to match every customer with the right solution every time. Avaya is helping customers to reduce costs and improve speed-to-market through contact center applications built on open standards.”

Customization will allow businesses to reduce costs involved in setting up contact center, ranging from entry-level requirements such as Automatic Call Distribution to the more sophisticated Workforce Management and Call Recording applications.

Jebsen & Jessen Communications, the appointed Avaya Business Partner for the solution support for this engagement, has the right local expertise to effectively deploy contact center technology from the call flow to databases and multi-channel interactions via voice, email, fax, web and SMS, with integration to desktop applications and logger solutions.

“The success of contact center implementation depends very much on being able to blend the technology and business processes in achieving the business goals of the customer,” said Ho Khai Seng, Managing Director for Jebsen & Jessen Communications.