Avaya and Austin Logistics Provide Predictive Dialing Solution to India's Allsec Technologies

Avaya GlobalConnect, India’s leading enterprise communication solutions provider, and Austin Logistics, a leader in analytic software that predicts customer value and behavior, have announced that the two companies will provide an enhanced predictive dialing solution to Allsec Technologies, one of India’s top business process outsourcing (BPO) companies.

Under the agreement, Avaya GlobalConnect and Austin Logistics will deploy Avaya Predictive Dialing Systems (PDS) equipped with Austin Logistics’ OnQ™ software to help Allsec manage the rapid expansion of its outbound call center. The systems will provide a solution to easily manage and simplify dialing operations and multiple call lists for Allsec agents. Among the services it provides, Allsec, based in Chennai, India, provides outbound call center services including telemarketing and collections campaigns to over 10 global customers The company has grown its agent base by an additional 1,000 seats to support its new customers’ requirements.

With the aim of addressing the needs of an expanding Indian market for proactive outbound contact (for both international & domestic customers), Avaya in tandem with Austin Logistics, has come up with a unique solution for India, which addresses a distributed framework for deploying predictive dialers. The solution offers customers in the outbound business unmatched scale and reliability and an opportunity to evolve to a higher level of delivery capabilities by enhancing their offerings to include Performance Optimization and Analytics.

Avaya’s robust and high performing Predictive Dialing System Release 12 solution can scale up to a 1000 seats and provides the ability to use shared calling lists to allow customers to run jobs using a calling list residing on another PDS system. The PDS is central to Avaya’s Proactive Contact features and functions which are part of the Customer Interaction Suite (CIS). The suite is an industry leading family of communications applications used by companies worldwide to manage inbound and outbound customer contacts, field new customer self-service tools and measure the effectiveness of their contact center operations.

Austin Logistics’ Suite of Solutions i.e. OnQ, CallTech, CallSelect are the Best-in-Class performance optimization solutions to facilitate flexible list management, analytics for enhancing right-party contacts thereby ensuring higher $ collections and sales per hour for customers. Contact Centers can more effectively meet their calling goals with the advanced functionality enabled by the PDS 12 running with ALI solution.

“Our partnership with Avaya GlobalConnect and Austin Logistics represents our strategic intent to offer high-end BPO services to our clients in global markets. Using this solution will help us reduce our telecom costs and uplift quality of service on account of better targeted campaigns leading to higher promises-to-pay and sales-per-hour for our end customers,” said Mr. Jagadish Ramamoorthi, Director & CEO, Allsec Technologies.

Under Avaya’s DeveloperConnection program, Avaya and Austin Logistics for over five years have collaborated in a number of business communications application areas such as list management and call routing as well as teaming to win new customers such as Allsec. Avaya created DevConnect to promote the third party development of interoperable and open standards-based business communications applications that businesses can integrate into their operations to achieve competitive advantage.

“Under the DevConnect program, with its enhanced focus on stimulating the development of innovative IP telephony-based intelligent business communications applications, Avaya and Austin Logistics plan to continue to develop advanced call routing and other solutions for contact centers, along with our leading communications networks and services to advance our leadership in the rapidly growing contact center outsourcing market in India,” said Mr. Niru Mehta, Vice Chairman & Managing Director, Avaya GlobalConnect.

“We are pleased by this latest win with Allsec, which is a further validation that the Avaya GlobalConnect-Austin Logistics partnership is a winning combination that successfully drives customer loyalty, revenues, and profitability for our mutual customers.”