Avaya has announced its next generation Contact Center as a Service (CCaaS) platform titled “IX-CC,” with an expected release in mid-2020. The news follows Avaya’s recent partnership with RingCentral and their new Unified Communications as a Service (UCaaS) offering, Avaya Cloud Office by RingCentral, due to be released around the same time.
IX-CC will be made available on Microsoft Azure, hosted in cloud data centers in the UAE. The CCaaS platform will run on a subscription program delivered on a multitenant architecture with solutions for cloud, on-premises, and hybrid cloud environments. Avaya IX Spaces, an upcoming cloud-based team collaboration and meeting app, will also be made part of this subscription.
Avaya CEO Jim Chirico stated that IX-CC would complement their UCaaS offer. It will form part of Avaya’s move to grow its cloud portfolio and make it easier for its customers to move from an on-premises solution to any public cloud environment.
In Info-Tech’s take on Avaya’s partnership with RingCentral, we noted that questions remained about how both companies would juggle their CCaaS offerings. Avaya’s announcement of IX-CC largely answers these questions: Avaya is moving full speed toward a cloud-based subscription program with their next generation CCaaS product, and it is likely that RingCentral will back this offering.
However, this announcement does not completely wrap up this issue. It’s notable that IX-CC is not being delivered by RingCentral like Avaya’s UCaaS offering. Avaya SVP of Solutions and Technology Chris McGugan clarified that Avaya and RingCentral’s partnership still has regulatory hurdles to clear, and there have been no discussions as to how Avaya Cloud Office and IX-CC could work in concert in a unified communications platform.
Given these two offerings are not due until mid-2020, do not expect resolutions to emerge immediately. However, Avaya would do well to bring Avaya Cloud Office and IX-CC together in a unified communications platform, seamlessly uniting their products and allowing their customers to operate within a single ecosystem.
Source: Avaya Unified Communications at SoftwareReviews. Accessed September 9, 2019
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
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