BUSINESS-process outsourcing (BPO) provider Hinduja Global Solutions (HGS) Inc. has expanded its partnership collaboration with Avaya Inc., HGS announced recently.
In a statement, HGS said the enhancement in their deal with Avaya seeks to provide a high-performance contact center platform for its international customers.
The Bangalore, India-headquartered firm claims the enhancement in the agreement will bring further cost savings and service improvements for 10,000 voice-based contact-center seats that serve customers in the United States, Europe and Asia Pacific.
“With technology disrupting customer engagements in multiple ways, providers, such as HGS, must innovate to ensure the relevance of contact centers to its customers,” Avaya Philippines Country Manager Edgar Doctolero was quoted in a statement as saying. A consistent user of Avaya technology since 1999, HGS said it is satisfied with the partnership. The Indian pure play business and service provider claims that partnership enabled them to achieve up to 40 percent lower cost of technology when setting up contact center operations.
“Smart organizations today view their contact center as the first line of engagement with customers and a key pillar in building and retaining customer trust and loyalty,” HGS Philippines CTO Sandeep Marwah was quoted in a statement as saying. “Contact centers today are not just about providing an agent at the end of the telephone line. Technology is changing the dynamics of customer expectations and how they prefer to interact with businesses.”