Data Management

Lower Costs, Improved Processes and Increased Flexibility: EDS, an HP Company and Avaya Create a Best in Class Contact Centre Platform Across EMEA

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Executive Summary

The EDS agents in EMEA support more than 24 different languages. EDS wanted a system that could operate across EMEA with multi-media handling, uniform reporting, universal queuing and complete integration of systems that it could operate at a reduced cost to stand-alone contact centres. EDS and Avaya worked together to create a centralised contact centre platform to provide Business Process Outsourcing (BPO) & Infrastructure Technology Outsourcing (ITO) services across EMEA that dramatically decreases costs and provides standard tools and reporting capabilities across the region with complete integration of all systems.

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