Avaya GlobalConnect welcomes “Working from home” for BPO agents

Avaya’s BPO solutions significantly cut costs and generate seamless operational efficiency

New Delhi – Avaya GlobalConnect, one of India’s leading business communications solutions providers, has welcomed the relaxation of regulations for the BPO industry by DoT. Through a recent announcement initiated by OSPAI (Others Service Providers Association of India), DoT has allowed the concept of Home Agents, which means BPO employees can now log into their call center systems and start operating from anywhere. Avaya GlobalConnect is a founder member of OSPAI along with Genpact, GE Money, HCL, Accenture, Citigroup Global Services, Wells Fargo and AmEx. Sanjay Diwan, Director – Global and Strategic Accounts, Avaya GlobalConnect is the Vice President of OSPAI.

According to Gartner Dataquest, by 2011, more than 122 million employees worldwide will be doing at least some work from home. Presently, Avaya GlobalConnect holds 70% market share of the BPO industry. Work from home for BPO agents will not only save facilities, transportation, hiring & training costs annually for organizations but also enhance the annual revenues by saving commute time per employee per day and putting it to customer billed activities.

Facilitating the concept of work from home are Avaya’s BPO solutions. The Avaya Home Agent solution offers end-to-end capabilities and options and can help enable a virtual contact center. Home agents appear transparent to reporting software, wallboards, workforce management software and other agent performance solutions. The solution consists of the IP Agent softphone at agent’s desktop driven by Avaya Call Center software running on Avaya Communication Manager. Optionally, Avaya SIP Enablement Services provides integrated instant messaging, enabling home agents to readily access experts across the enterprise.

Avaya Unified Communications for Teleworkers solution consists of software and supporting hardware that provides enterprises the flexibility to choose the application that meets individual end users' needs best. Leveraging the UC Standard Edition package, the solution offers thick, thin and mobility clients. Applications also integrate with leading productivity suites such as IBM® Lotus® Sametime® and Microsoft® Office Communications Server to give enterprises both centralized and desktop deployment options.

“Work from home will benefit organizations to a great extent. It will not only help them achieve higher availability per employee but also enhance employee productivity significantly by reducing on commute time and save significantly on transportation costs. Our aim is to understand the customer pain points and then develop solutions which address our customers’ needs. Avaya solutions will enable companies to significantly save costs for both the company and the employees,” said Mr. Niru Mehta, Managing Director and Vice Chairman, Avaya GlobalConnect.

Some other significant benefits that can be availed with these solutions include attracting and retaining best resources and building a larger talent pool as working from home is feasible and appreciated by the physically challenged, working mothers, students and others. Lowering the investment in real estate by reducing the required seating capacity at office premises, curtailing other operational expenditures like conveyance, food for employees, seating capacity etc.

About Avaya GlobalConnect

Avaya Global Connect is one of India’s leading business communications solutions provider. Its offerings range from converged voice, data and video networks to contact center solutions to unified messaging solutions, and customer services in order to provide best-in-class converged communications products and solutions. For more information about Avaya GlobalConnect, visit its Web site at www.avayaglobalconnect.com

Media enquiries:
Anjali Kakkar
Avaya GlobalConnect
Tel: 0124 - 4093332
anjali.kakkar@avayaglobalconnect.com

Mitali Darbari
20:20 MEDIA
Tel: 0120 - 4642020
mitali@2020india.com