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C3i Solutions Taps Avaya Omni-Channel Contact Center Solutions To Offer Differentiated Services

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Avaya Holdings Corp. announced that C3i Solutions, a HCL Technologies company, has implemented customized Avaya communications solutions, turning its contact center into a next generation digital engagement and personalization center with the flexibility to drive increased innovation and improve customer experiences.

With more than 150 diverse clients, many among the Fortune 500, C3i Solutions is a leading business process outsourcing (BPO) company supporting over 35 million omnichannel interactions annually in 175 countries via its customers’ communications channels of choice.

C3i Solutions has unique requirements that mirror their client’s diversity, global presence and an increasingly complex network of business integrations. C3i needed a stable, flexible and integrated contact center solution. Avaya satisfied the demanding compliance and documentation requirements – a complex matrix of client, industry and governmental regulation. C3i Solutions replaced its legacy systems in phases to maintain the flexibility to meet clients’ exact needs and provide a customized experience for every unique client , while easing the burden on its Technology team by consolidating six solutions to one and capturing cost savings through reduced operational and support burden.

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“Consumers expect to engage wherever, whenever, and however they prefer,” Michael Dean, CTO, C3i Solutions. “We partnered with Avaya for the experience and flexibility to drive innovation and deliver customized contact center solutions to our clients and their customers. The combination of Avaya capabilities affords us the platform to remain a market leader in offering innovative, robust, and reliable solutions—and do so more quickly than ever.”

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“At Avaya, we strive to create powerful yet simple communications and collaboration solutions to fit the individual business needs for each of our customers,” said Chris McGugan, SVP Product and Technology, Avaya. “We are proud to have provided C3i Solutions with solutions to create a better experience for their customers today and a clear path to embracing emerging technologies that can contribute to their competitive advantage with every client service opportunity going forward.”

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