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Merchants partners with Avaya on customer experience platform

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Avaya, a worldwide technology firm that specializes in cloud communications and workstream collaboration solutions, has teamed up with Merchants, a customer management partner focusing on the business process outsourcing market. Together, the two companies will launch Total Experience, a cloud-based, multi-channel customer experience platform that will better empower local businesses to fulfill the ever-changing demands of their consumers.


The Merchants’ and Avaya’s partnership will help companies to provide the Total Experience platform to their consumers through a subscription-based, all-inclusive, easy-to-manage solution. This will allow the two companies to launch new services more quickly and with a lower total cost of ownership and a higher return on investment.


Merchants will host a variety of Avaya OneCloud portfolio products and make them available to companies via a cloud-based subscription model, allowing enterprises to acquire the capacity and services they demand on an as-needed basis without incurring large upfront expenses.


Laurent Leclercq, Chief Technology Officer, Merchants, said: “Businesses are increasingly changing their approach to IT, seeking the benefits of cloud-based, subscription models that enable them to innovate quickly to keep up with changing customer demands. Through our partnership with Avaya, we are uniquely placed to serve that need. We can address challenges around the simplicity of expansion, the cost of perpetual licenses, and a business environment demanding quicker time to market for innovation at a more competitive price.”


Brett Butler, Managing Director Southern Africa at Avaya, commented: “The Avaya OneCloud solutions being delivered by Merchants will give businesses the flexibility and agility they require to meet the ever-evolving needs of their customers and employees. They’ll be given access to the full Avaya OneCloud portfolio at prices that suit their needs, while benefiting from the reliability and expertise that industry leaders such as Avaya and Merchants bring to the market.”

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