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) recently 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$114.7M in 2006 to US$628.5M 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.

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information, visit www.avaya.com.

About VADS
VADS Berhad, a member of the TM Group, is a Managed Information, Communications and Technology (ICT) Services company listed on the main board of the Malaysia Securities Exchange Berhad. VADS provides expertise in the areas of Managed Network Services, Network Integration Services, System Integration Services and Contact Center Services with over 15 years of combined experience.

VADS offer companies a cost effective way to meet the challenges of today's business environment with innovative solutions. As a result, companies can focus on building new markets, better products, services and strategies that can grow their business. For more information, visit www.vads.com www.vads.com.

About Jebsen & Jessen Communications
Jebsen & Jessen Communications is a leading converged IP solutions provider in the region for end-to-end communications solutions including IP telephony products and CRM contact centers. Partnering world-class technology organisations, Jebsen & Jessen Communications helps enterprises achieve their communication goals, building on service excellence as the cornerstone of its success since its establishment in 1988. Today, it operates in five ASEAN markets as one of seven regional businesses under the Jebsen & Jessen Group of Companies. www.comms.jjsea.com.

SOURCE: Avaya Inc.