Avaya Unveils Contact Center Cloud Platform

Avaya next year plans to launch a new cloud contact center as a service (CCaaS) platform designed to allow businesses to transition from their on-premises deployments to a multitenant, enterprise-grade cloud architecture deployed on any public cloud platform.

Avaya IX-CC was built as a cloud-based solution developed on a microservices architecture. It is scheduled for launch in the first half of 2020.

Avaya said the announcement comes as it focuses its R&D investments to address market demand for cloud-based solutions. Avaya IX-CC can be scaled from SMBs to large enterprises.

Avaya’s Chris McGugan

“This is a natural evolution of our product development process to fully embrace a cloud-based, multi-tenant platform with feature-rich applications and the flexibility of a microservices architecture,” said Chris McGugan, Avaya’s senior vice president of solutions and technology. “While continuing to offer our customers their choice of deployment options, we expect our enterprise customers to shift from an on-premise[s] deployment paradigm to a cloud-based private or public cloud architecture over the next two to three years. Accordingly, and uniquely, our next-generation contact center platform, Avaya IX-CC, has been designed to meet that expectation.”

Earlier this year, Avaya made its ReadyNow UC and CC private cloud offerings available globally with the announcement that its solutions would be hosted in both Avaya and IBM data centers globally.

The Avaya IX-CC is expected to be available to customers with voice capabilities, followed by omnichannel features later in the year.

Last week, Avaya announced it isn’t being acquired, but instead is entering a strategic partnership with RingCentral in which it will introduce a new unified communications as a service (UCaaS) solution.