Avaya introduced a new set of outsourcing services to help companies dramatically increase the performance, reduce the costs and accelerate the transformation of their communications environments. With the new offer, Avaya Communications Outsourcing Solutions (COS), Avaya takes on the task of managing all of a company’s communications operations—regardless of age, location or vendor—to help them compete in a new era of advanced collaboration.
Avaya Communications Outsourcing Solutions is part of the company’s portfolio of Managed Services, which enables businesses to have Avaya take on the management of their communications infrastructure and applications. COS is Avaya’s first fully-outsourced offering that provides custom-built solutions and comprehensive management of a client’s entire communications environment, including applications for unified communications, contact centers, data networking and video communications. COS offers a higher level of managed services by serving as a client’s communications arm, integrating directly with their IT processes and managing their overall communications functions (such as production, billing, operations and more).
Avaya Communications Outsourcing Solutions are custom-managed services typically designed for two types of businesses: Those who are ready to migrate their aging infrastructure and transform it with advanced capabilities, but may have constraints around internal resources or budget; and those who are not ready for a technology transformation, but want to improve the cost-efficiency and performance of their existing infrastructure.
These services solve customer issues in four key areas—performance, resources, tools and cost. Avaya Communications Outsourcing Solutions includes:
- Seamless worldwide multi-vendor support using nine global Network Operation Centers (NOC) supporting 3 million communications ports under contract(1).
- Extensive communications applications expertise and support, driven by an organization of more than 700 dedicated voice managed services experts.
- New Operating Expense procurement (OpEx) options encompassing hardware, software and services in an all-inclusive per-user price, minimizing or eliminating the need for capital purchase for a technology transformation.
- Customized Service Level Agreements (SLA) delivering guarantees on availability and reliability, helping to ensure peace of mind.
- Full alignment with Information Technology Infrastructure Library (ITIL) standards for multivendor environments. ITIL is a best-in-class set of standardized practices to support IT infrastructure.
- A breakthrough communications management platform, Matrix—the result of a $15 million+ investment in a predictive, preventive cloud-based platform. This includes a customized Web portal to let supervisors get a clear view into Avaya services.
- Total Cost of Ownership (TCO) improvements can be delivered by COS. Typically, 15 to 20 percent in TCO improvements are driven by Avaya Managed Services through improved performance and reduced investment needs.
