Telecom News » Avaya News (NYSE:AV)

Avaya in Magic Quadrant for Contact Center Infrastructure Worldwide

Telecom News — Thu, 07 Jul 2011 17:43:26 +0000

Avaya announced that the company was positioned as a Leader in the recently published 2011 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide.(1)

In the annual report, Avaya was cited as a contact center infrastructure leader based on two key criteria: ‘ability to execute’ and ‘completeness of vision.’ Gartner defines contact center infrastructure as “the products (equipment, software and services) needed to operate call centers for basic telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help-desk services, government-operated support centers and other types of structured communication operations.”

Avaya offers a range of contact center solutions, including Avaya Aura Contact Center, which enables businesses to deliver high-quality agent-assisted experiences across multimedia channels, and Avaya Aura Call Center Elite, the company�s powerful voice-based customer routing solution. Both integrate with Avaya Aura�, which provides Session Initiation Protocol (SIP)-based communication services that enable unified communications and contact center solutions to be deployed to connected endpoints, regardless of the infrastructure the endpoints reside on.

The Gartner Magic Quadrant observed a variety of broad global trends influencing the planning of enterprise contact center infrastructure for 2011. They include:

“Momentum for multichannel routing, including email response management, web chat and customer collaboration solutions.”
“Once almost solely limited to point-solution providers, many contact center infrastructure suites or portfolios include some level of contact center workforce optimization functionality.”
“Increasing awareness of social media influences and the potential impact on contact center exists, although actual adoption of social CRM solutions in contact centers remains primarily limited to companies that take a more aggressive approach to technology adoption.”

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

Johnson Controls & Avaya Aura Unified Communications Platform

Telecom News — Mon, 23 May 2011 13:04:04 +0000

Avaya today announced that Johnson Controls (JCI) will be upgrading to Avaya Aura as the company’s new global IP telephony platform. This will provide new capabilities and a solution that supports the company’s commitment to state of the art communication technologies and lower costs. Avaya Global Services will design, deploy and manage the entire operation, which will extend to over 1000 locations and 75,000 employees from three key hubs in North America, Europe and Asia-Pacific.

The agreement extends the existing Avaya relationship with JCI as the company replaces its current PBX equipment with the Avaya Aura unified communications platform. JCI and Avaya have had a business relationship for over 10 years and both companies are pleased with this extension of the agreements.

“Avaya Aura will help JCI move to a whole new level of communications capabilities that have a tremendous potential to positively impact their business,” said Joel Hackney, senior vice president, Global Sales and Marketing and president, Field Operations, Avaya. “Avaya Global Services will also be with them every step of the way to help ensure they have an unparalleled experience that maximizes that potential. We are thrilled that JCI has decided to extend its relationship with us.”

The Avaya Unified Communication and Collaboration solutions being implemented by JCI include: Avaya Aura unified communications architecture with Session Manager, Communication Manager, Presence Services, Application Enablement Services, System Platform, Avaya Branch Gateway, Avaya Meeting Exchange, EC500, IBM Sametime Integration, Avaya one-X� Mobile and Avaya Aura Conferencing.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

Frost & Sullivan Recognizes Avaya as Global Market Leader in Advanced Enterprise Mobility Solution

Telecom News — Mon, 28 Mar 2011 18:31:28 +0000

Avaya has received the 2011 Global Market Share Leadership Award in Enterprise Premises-Based FMC Solutions from Frost & Sullivan. The award is presented to the company that has demonstrated excellence in capturing the highest market share within its industry.
Frost & Sullivan cited Avaya as one of the pioneers and leaders in fixed mobile convergence, and the following contributing factors to the company’s success:

Strong position and brand name recognition in IP telephony
A wide, diverse enterprise mobility portfolio
Successful communications bundling strategy through Avaya UC All Inclusive
An extensive ecosystem of partners, including the Avaya DevConnect developer program and the Avaya Connect channel program
Plans to extend Avaya Flare Experience to a broad range of fixed and mobile devices
Constant innovation to offer a choice of mobility solutions that fit diverse customer needs

“Throughout the years, Avaya has demonstrated unwavering commitment to delivering superior communication solutions to its business customers, and has proven once again its market leadership in enterprise mobility,” said Alaa Saayed, senior analyst, Frost & Sullivan. “Today, Avaya is a widely recognized for best-of-breed IP telephony systems and next-generation unified communications and collaboration solutions. The company has successfully invested time and resources in its vision, direction, and overall strategy, gaining the trust and confidence of a large portion of the enterprise communication customers.”

Avaya led the industry with 35.5 percent of the total advanced premises-based FMC clients shipped in 2010. Advanced FMC solutions are defined by Frost & Sullivan as all fixed-mobile convergence solutions created to work with smartphones to go beyond the typical touch-tone interface and the access number prefixing of a basic PBX-to-mobile extension.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

New Features for Avaya Agile Communication Environment (Avaya ACE)

Telecom News — Mon, 13 Dec 2010 15:46:15 +0000

Avaya, a global leader in enterprise communications systems, software and services, today announced new capabilities and customers for Avaya Agile Communication Environment (ACE), Avaya’s software solution for embedding real-time communications into business applications. Using Avaya ACE, organizations across industries are finding it easier to create communications-enabled business processes (CEBP) that streamline business collaboration, speed workflows and reduce costs.

New capabilities in Avaya ACE Release 2.3 include:

Richer integration with Avaya Aura� through a broad set of packaged applications and Web services available on the Avaya Aura platform.
A new client-side add-in for Microsoft Communicator that allows employees to click-to-call from online or premises-based Microsoft Communicator clients and engage in the conversation using their Avaya desktop phones. This cost-effective, streamlined, single-client experience is backed by Avaya Aura’s industry-leading security, reliability and functionality and can be integrated under the Microsoft Office Communications Server standard client access license¹.
A packaged application to embed voice in the latest release of IBM � Lotus Notes� and Sametime�. Employees can click-to-call and see telephony presence from within Lotus Release 8.5.1 while using deskphones from Avaya or other vendors.
A new toolkit for Avaya Aura that gives IT developers more control designing communications sessions whereby multiple actions can be triggered by specific criteria during the call setup. For example, a legal firm could build an application that identifies a client’s incoming call, automatically records the call, sends the recording to a transcription service and bills the client.

Avaya ACE can reduce development times for CEBP solutions by as much as 80 percent over traditional CTI methods. Programmers with limited communications expertise can easily embed real-time communications in business applications and workflows using Avaya ACE’s Web Services, open standards and packaged applications, and can use virtually any modern development environment to build applications that integrate with communications systems from a variety of vendors.

“Unified communications solutions alone provide significant value; however, when they are used to accelerate the business their value is multiplied,” said Brent Kelly, senior analyst and partner, Wainhouse Research, LLC. “Companies need tools like Avaya ACE that let software developers easily embed real-time communications and collaboration capabilities in line of business and customer-facing applications. This is where companies can see tremendous ROI on their investment in a UC environment.”

Customers Reap Advantages of Avaya ACE

Avaya ACE drives delay out of business processes by allowing organizations to easily automate communications-intensive procedures and tasks. In healthcare, Florida Hospital used Avaya ACE to improve its regulatory compliance process methodology and reduce the time nurses spend on associated administrative tasks. Florida Hospital has approximately 200 emergency code carts that require one to two system checks per day. A new desktop application developed using Avaya ACE communication-enables the record-keeping and notification requirements for these checks.� Now, once a nurse inspects a cart the application immediately contacts the appropriate departments concerning any code cart component failures to ensure prompt maintenance and eliminate time spent calling the department to correct the issue. By using Avaya ACE with automated reminders and electronic reporting, the hospital expects to decrease the time taken by this routine task and focus it on time with the patient.

“Our hospital is always looking for ways to improve patient safety and make our processes more efficient. By integrating communications with our emergency equipment management system, this solution gives us increased accountability with safety compliance processes,” said Jason Aspinwall, director, Clinical Applications, Florida Hospital.

The City of Saint John in New Brunswick, Canada integrated its existing communications system and service provided by Bell Aliant with Microsoft OCS 2007 using Avaya ACE. The city calculates this implementation reduced operating costs by 29 percent compared to other integration alternatives.�According to Ian MacKinnon, manager of Information Technology for the City of Saint John:

“A flexible, advanced and reliable IT and communications infrastructure is crucial to our municipal government business operations. The latest in unified communications products and services such as those provided by Avaya and Bell Aliant are key to enabling our workforce with current and future productivity improvements.”

Avaya ACE Enable Channel Partners to Deliver Superior Solutions to Customers

Avaya Connect channel partners are taking advantage of Avaya ACE packaged applications and the developer toolkit to build differentiated CEBP solutions for their customers. Bell Aliant, one of North America’s largest Service Providers and an Avaya channel partner, has worked closely with Avaya to help business customers understand the value of CEBP:

“Adding communications functionality to business applications easily and affordably allows enterprises to create innovative solutions and models that can differentiate their business in terms of service, savings or productivity,” said Joe Mosher, vice president, Marketing, Bell Aliant. “Bell Aliant will participate in this emerging growth market by making these application capabilities available through various approaches, including both hosted and custom solutions.”

Sabio, a UK-based, leading�Avaya channel partner certified at the Platinum level, successfully integrated Avaya ACE capabilities into a proof of concept environment within a few days. Sabio sees value in Avaya ACE developer toolkits for reducing integration costs and allowing high level communication functions to be easily incorporated into end customer applications.

CROSS Telecom, a Platinum-certified Avaya Connect channel partner, sees great potential for innovation with Avaya ACE toolkits. According to David Lover, CTO for CROSS Telecom:

“With Avaya ACE you have the concept of a communications mashup. You can take the services provided by different components such as voicemail, web portal, or contact center and combine them together right away to create an application that is totally new, totally unique, and totally different from anything a manufacturer would typically give you in 18 months.”

Avaya has a broad ecosystem of partners for delivery of innovative solutions that address an organization�s business, end user, and infrastructure needs. Avaya Professional Services, members of the Avaya DevConnect program, service integrators and IT groups are creating mainstream communications-enabled applications designed to help organizations ride the next wave of business process improvement.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

Key trends driving business in 2011 indentified by Avaya

Telecom News — Sun, 05 Dec 2010 18:44:28 +0000

Research from Avaya, a global leader in enterprise communications systems, software and services, suggests that nearly 43% of channel partners across EMEA expect Unified Communications (UC) to offer the most opportunity for sales growth in the coming year. 2011 may also be the year that virtualisation starts making a strong play in EMEA businesses, as nearly 15% expect to see sales rise in that area.

The results were announced as part of Avaya’s annual survey of its EMEA-wide partner base. Nearly 500 partners provided responses to key questions on factors necessary for channel expansion and growth. Unsurprisingly, the expectation of a strong return on investment is driving adaptation of these key trends – 56% of those surveyed find total cost of ownership (TCO) to be the most important consideration for customers when making a purchase decision. In addition, over one-quarter (28%) expect that reducing operational expenses will be a key strategy.

Other considerations for customers included resilience (12%), maximising the legacy network (11%), management (11%) and bandwidth needs (10%).

The survey also revealed that the stage is set for growth in 2011 – 84% of those questioned expect sales to increase, even if modestly, by approximately 5 – 10%. However, the channel has not fully recovered from the downturn.

“The last 12 months have brought significant recovery, and our partners are overwhelmingly positive about the year ahead,” said Jeremy Butt, vice-president, Worldwide Channels, Avaya. “Customers will always keep an eye on cost as a general rule, but this can translate to more targeted, effective investment. Our partners understand that solutions such as Avaya Aura and the Avaya Flare Experience can deliver results that not only enhance existing investments but prepare and protect businesses for whatever lies ahead.”

The survey results were announced at Avaya’s Emerging Markets Channel Partner Conference, which took place in Dubai on November 30- December 1, 2010. At the conference, Avaya also announced upgrades to the Avaya Connect Programme, including additional partner support strategies and access to new skills and designation in video and data, as well as certification, training and support across the Avaya portfolio.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

Avaya Virtualization Strategy – Avaya Virtual Enterprise Network Architecture (Avaya VENA)

Telecom News — Wed, 10 Nov 2010 14:48:19 +0000

Avaya, a global leader in enterprise communications systems, software and services, today launched a new data networking architecture that helps enterprises reap the benefits of virtualization in a more simplified and cost-effective manner. This technology utilizes a new, end-to-end enterprise-wide architecture designed to help CIOs and IT departments meet the surging demand for new content and business collaboration applications.

Avaya Virtual Enterprise Network Architecture (Avaya VENA) allows organizations to more easily optimize business applications and service deployments in and between data centers and campuses. Avaya VENA helps reduce costs and can significantly improve time to service by more efficiently optimizing the network connections between application servers and end users � essentially providing an end-to-end connection from the desktop all the way to the data center. It can also reduce risks for CIOs by simplifying provisioning and policy configurations, reducing network re-designs, and providing new, streamlined tools for network management.

Avaya is also announcing a series of relationships in support of Avaya VENA with companies including VMware, an industry leader in virtualization and cloud infrastructure; QLogic, an industry leader in converged networking; Coraid, an industry innovator in converged Ethernet SAN storage; and Silver Peak Systems, the leader in data center WAN optimization – in addition to many other companies that have joined as members of Avaya’s DevConnect program, an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology. Avaya VENA is based on open industry standards, and Avaya is aggressively pursuing and building out a broader ecosystem of technology collaborators to support the architecture.

“No one else can offer this level of simplicity around virtualization and collaboration,” said Steve Bandrowczak, vice president & general manager, Avaya Data Solutions. “Together with our technology partners, we are delivering a truly revolutionary and unique solution that maximizes the business model for virtualization and data center networking. The new Avaya VENA architecture, coupled with our cutting-edge innovation in business collaboration, is re-defining the way enterprises communicate.”

“Enterprises today are asking for more than just choice when looking at networking solutions. They clearly need solutions that will empower IT to quickly respond to changing business requirements, improve time to service, while simplifying their network and reducing costs,” said Mark Fabbi, vice president and distinguished analyst, Gartner. “Enabling the agile enterprise requires a new way of approaching network architecture. It requires a new level of synergy between collaborative real-time applications, the virtualized data center environment and the underlying, enabling network.”

The new architecture features a ‘Virtual Services Fabric’ that spans the entire network and enables one-touch provisioning for the full range of capabilities provided by Virtual Services Networks. This architecture increases flexibility and scalability by delivering an infrastructure that creates a ‘private cloud’, to deliver always-on content and access to applications in a dramatically simplified model. This approach also protects enterprises’ core networks from the costly failures and human-error issues that are often experienced by the traditional, complicated process for provisioning or adding, deleting or changing applications in a virtualized environment.

“Yankee Group research shows that human error accounts for 37 percent of all network downtime � the single biggest factor in network disruption. Avaya’s Virtual Enterprise Network Architecture reduces costs and improves time to service by providing a more efficient way to manage the connectivity between users and their content,” said Zeus Kerravala, senior vice president and distinguished research fellow, Yankee Group. “Avaya VENA provides an end-to-end connection from the desktop all the way through to the data center � a critical requirement to the success of virtual computing. The new architecture also reduces risks for CIOs by providing new, streamlined tools for network management, IT agility and simplifies the process of provisioning and policy configurations.”

Avaya VENA’s Virtual Services Fabric is built on enhanced IEEE Shortest Path Bridging to provide resiliency, simplicity and a consistent interconnect that transparently supports co-existing services. Avaya VENA is implemented on new data center modular and fixed platforms in addition to being a simple upgrade option for existing products. It also includes comprehensive tools for effective management of a virtualized environment.

Avaya VENA expands Avaya’s proven data center solutions that have been deployed by customers for almost a decade. The new technologies leverage existing data network infrastructures and investments, and are scalable to provide a path for future growth.

“As we move towards deploying new applications such as electronic medical records, multipoint video conferencing and monitoring wireless medical devices, our network must be faster and more scalable. But most critically, it has to be absolutely resilient,” said Dean Pang, chief information officer, Hawaii Medical Center. “We chose Avaya for our data center because of their proven, simplified, always-on active/active model, and their long-term commitment to the data market. Also, for us, it just made sense to implement an integrated, single vendor voice, video, wired, and wireless data systems solution. HMC is partnering with Avaya to build a more agile and robust network that is keenly focused on delivering quality care, which will help us work faster, more accurately and keep up with new technologies that are evolving within the health care industry.”

The new architecture is supported by the Avaya Virtual Services Platform 9000 (Avaya VSP 9000), a future-ready platform that has been architected to scale in support of emerging 40/100G technologies. Avaya VENA is also supported by Avaya Ethernet Routing Switch 8600 and 8800 products. Avaya is currently developing a range of next-generation, top-of-rack solutions as part of its VSP portfolio for data centers to support high-density 10G with an evolution to 40/100G and FCoE. Additionally, a series of campus products will be introduced in 2011 allowing easy extension of the fabric all the way to the campus and branch edge. Avaya data products are designed to deliver energy efficiencies that can reduce enterprise operating costs, while evolving current infrastructure investments to help eliminate the need for costly forklift upgrades.

The Avaya VSP 9000 provides fully redundant hardware with no single point-of-failure, including a hardened data center operating system with instantaneous re-route capabilities. It offers efficient Layer 2 and 3 network virtualization along with high-density 10GbE today, and provides a seamless evolution to 40/100 Gigabit with a life-cycle architecture that has been designed to scale up to 27 Tbps.

“Avaya’s VENA architecture is radically different conceptually,” said Kevin Schukraft, manager of network technology, Kutztown University. “We actually have the Avaya VSP 9000 working well in limited production today as we continue with our roadmap to fully deploy the technology. From an operational standpoint, it consolidates systems, reduces footprint and decreases the risk of downtime, which is critical for us as we support round the clock student activity. And, it positions us to keep up with new app demands of our tech savvy students.” (Kutztown University case study available here.)

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

Avaya winner of two Technology Services Industry Association (TSIA) Fall 2010 STAR Awards

Telecom News — Mon, 01 Nov 2010 13:26:48 +0000

Avaya, Inc. has been named the winner of two Technology Services Industry Association (TSIA) Fall 2010 STAR Awards for Mission-Critical Support and Continual Improvement. The awards for excellence in support services were announced October 20, 2010 at the Technology Services World conference in Las Vegas.

Avaya is a member of the STAR Awards Hall of Fame, which honors companies that have received five or more STAR Awards. In addition to the accolades at this fall’s Technology Services World, Avaya has previously been recognized for awards in a range of categories including Excellence in Service Operations in 2009 and 2010.

“Achieving recognition from TSIA reinforces our customer-centric strategy, which ensures that businesses of all kinds can tap the full potential of their communications and collaboration solutions,” said Joe Heel, senior vice president and president, Avaya Global Services. “This year’s TSIA awards show that not only are we continuing to raise the bar on our own abilities, but we are also delivering on the support that organizations rely on to keep workers productive and customers satisfied.”

The STAR Awards recognize technology companies who display exceptional leadership, innovation, and commitment to delivering world-class results. Companies seeking this award undergo a rigorous evaluation process, with the winners selected by TSIA�s service discipline advisory board members. The STAR Awards are considered one of the highest honors in the service and support industry.

“The realities facing today’s services organizations present a multitude of challenges and Avaya has clearly demonstrated its commitment to delivering world-class results,” said J.B. Wood, CEO, TSIA. “We’re pleased to recognize Avaya as a leading service organization that helps companies across the globe achieve success, even as they are transforming with a whole new range of communications capabilities.”

The two categories in which Avaya was honored, Mission-Critical Support � Software and Continual Improvement, are essential to delivering ever-increasing levels of superior service in a complex business world.

According to the TSIA, a winner in the Mission Critical Support � Software category has demonstrated leadership in delivering support in mission-critical environments where system uptime is imperative, typically for enterprise customers. Support from these organizations is critical in keeping customers up and running 24/7.

A winner in the category of Continual Improvement has demonstrated exceptional service levels and customer satisfaction for three or more years, with year-over-year improvements and a plan in place for continual improvement in the future.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

industry awards Technology service VAR

Avaya Sale of Stake in AGC Networks to Essar Group Completed

Telecom News — Tue, 31 Aug 2010 18:18:21 +0000

Avaya announced the successful completion of the sale of its entire 59.13% stake in AGC Networks Ltd. for approximately US$ 44.5 million, as initially announced on 30 May, 2010. Completion of the sale had been subject to customary closing conditions, including those required by Indian law.

As previously stated, the sale of its AGC Networks stake will enable Avaya to drive additional focus on two of its strategic imperatives: the development of the Avaya business in India and the growth and extension of its channel coverage model through Avaya�s global channel program, Avaya Connect. AGC Networks will remain an important channel partner of Avaya serving customers in the India market, one of the fastest growing enterprise communications markets in the world, and in Australia.

As part of today’s announcement, the Avaya Directors on the Board of AGC Networks have stepped down.

“This is an important day for everyone at AGC Networks, as they embark on a new chapter in the company’s history,” said Jangoo Dalal, Managing Director, Avaya India. “The AGC Networks relationship remains an important part of Avaya’s success in India and Australia, and we look forward to continuing to support our combined customers � both existing and new � with business collaboration solutions.”

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

xMatters Enterprise now Avaya Compliant

Telecom News — Tue, 03 Aug 2010 12:47:19 +0000

xMatters Enterprise is now compliant with key Internet protocol (IP) telephony solutions from Avaya.. xMatters enterprise can be added to existing products or services to connect people with relevant information, notifications, choices and actions at exactly the right moment. The application now is compliance-tested by Avaya for compatibility with Avaya Aura� Communication Manager 5.2.1 and Avaya Aura� SIP Enablement Services 5.2.1 by Avaya’s DevConnect Technical Team.

“As a new member of Avaya’s DevConnect Program, I look forward to helping our joint clients incorporate relevance engine technology more cost effectively while allowing them to further optimize their communication infrastructure,” said Nick DeSimone, vice president of services, xMatters. “Making xMatters enterprise compliant with Avaya’s suite of products, we have expanded the choices available to our clients.”

xMatters is a member of the Avaya DevConnect program – an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a gold member of the program, xMatters is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure – speeding deployment of new applications and reducing both network complexity and implementation costs.

“Companies like xMatters are communications-enabling critical business processes and changing the way our customers work and uncover new value that can help them build their bottom line,” said Eric Rossman, vice president, Developer Relations, Avaya. “xMatters is focused on bringing next-generation Web 2.0 applications to the market today. Their vision of future technology trends speaks to their spirit of innovation.”

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Empix evolve srl Selected for Membership in Avaya DevConnect Program

Telecom News — Mon, 19 Jul 2010 18:14:21 +0000

Empix evolve srl, a software developer providing unified communications, presence, full IP fax and Skype integration solutions, today announced it has been selected by Avaya Inc., a leading global provider of business communications applications, systems and services, for membership in the Avaya DevConnect program.

Empix evolve srl is the developer of xtension evolve, a suite of applications that combines communication services such as contact management, computer telephony integration (CTI), presence, fax, mobile and Skype integration, in a shared, web-based environment that offers Customer Relationship Management (CRM) and contact center features. Additionally, xtension evolve web tools enable the simple creation of Communications-Enabled Business Process applications, making it quick and easy to “communications-enable” the 3rd party applications already existing within a company. As a result, companies can manage contacts and communications in a unified web interface and empower the existing software infrastructures with communications features, thereby accelerating business processes.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of technologies � including IP telephony, contact centers and mobility applications � helping companies extend the value of multivendor networks and transform voice into an intelligent business application that delivers true value to the bottom line.

“Membership in Avaya’s developer community will help us create a deeper and more effective relationship with our customers; they’ll be able to rely on a fully tested and compliant set of solutions that complement Avaya’s products,” said Stefano Wosz, Managing Director of Empix evolve srl. “Combining Avaya products and the xtension evolve applications will give our partners the opportunity to offer rich, unified communications solutions to fulfill their customers’ needs.”

The Avaya DevConnect program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created a broad array of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, wireless services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.

“We continue to remain focused on unified communications. Defining the concept, the market and the technology has proven to be exciting, but it is our teaming efforts with technology experts that enable us to bring the very best, fully-compliant third-party solutions to market,” said Eric Rossman, vice president, developer relations, Avaya. “Our partnership with Empix further broadens the horizon of choice for our joint customers.”

As a member of the DevConnect program, companies have access to a wide range of support from Avaya, including technical resources and training. There are three levels of membership � Registered, Gold and Platinum � each entailing progressive levels of marketing and sales involvement. Free Registered membership is available to anyone interested in designing Avaya-compatible solutions. Gold-level members and Platinum members must meet rigorous Avaya criteria for customer satisfaction, product support, business operations, marketing and sales. Empix evolve srl is a Gold member of the Avaya DevConnect program.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

empix com

HP and Avaya Unified Communication Solutions Strategic Agreement

Telecom News — Tue, 29 Jun 2010 16:56:08 +0000

HP and Avaya (NYSE:AV) today announced the delivery of flexible, cost-effective solutions that enable clients to extend advanced business communications into their networks and systems.

As part of a three-year strategic agreement, the companies are adding elements of Avaya’s Unified Communications and Contact Center products to the HP Unified Communications and Collaboration (UC&C) services portfolio for enterprises. This solution set is to be sold and delivered by HP.

“Organizations face constant change and the decisions they make must be flexible enough to meet future needs � such as unification of real-time communication with Web 2.0 and social media applications,” said Gary M. Budzinski, senior vice president and general manager, Technology Services, HP. “With HP and Avaya, clients can increase the agility of their existing communication architectures and realize the aspiration of unified communications for multivendor interoperability and ultimately save organizational costs.”

“HP and Avaya have highly complementary portfolios that deliver extraordinary benefits to customers, especially when combined with HP’s consulting and IT outsourcing expertise,” said Joel Hackney, senior vice president, Global Sales and Marketing, and president, Field Operations & Avaya Government Solutions, Avaya. “The HP and Avaya relationship enables customers to take out costs and transform their business via the strategic application of communications tools and services in the procurement and management model that best suits a company’s objectives.”

HP and Avaya Unified Communication Solutions

Clients experience a full life cycle of services and support that spans planning, design, implementation, ongoing management and training. HP is offering Avaya Aura� Unified Communications architecture and applications, Avaya Contact Center applications and Avaya’s range of end-user client applications and endpoints as part of HP UC&C Lifecycle Services.
Organizations with multivendor environments can outsource the ongoing operations of their Unified Communications applications and infrastructure with the HP Managed Service offering for Avaya Aura.
Clients in the healthcare, life sciences and financial services industries will have access to vertical solutions designed specifically to address their unique business requirements.
HP Networking and Avaya have tested and certified products and solutions targeted to address the needs of enterprise, midsize and small businesses.

“Underwriters Laboratories was able to protect our existing multivendor investments and enable greater interoperability between business and desktop applications,” said Christian Anschuetz, chief information officer of Underwriters Laboratories, a global independent product safety testing and certification organization. “With HP and Avaya, our organization is making greater use of technologies we have today and increasing the productivity of our workforce through richer, easier-to-use collaboration capabilities.”

These offerings, built on HP’s UC&C consulting services, take a comprehensive approach to enterprise communications from strategy and planning through implementation, design and education.

HP helps clients develop a business case, long-term vision and current gap analysis based on their unique requirements. The result is that clients have a complete life cycle of services to ensure their technology is mapped to deliver organizational value.

Avaya Aura is certified for interoperability with HP Networking products as part of the HP AllianceONE Program. HP also is a Platinum- or Gold-certified Avaya Connect channel partner in countries worldwide as well as a Platinum member of the Avaya DevConnect developer program.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

Avaya wins $64M maintenance contract

Telecom News — Tue, 11 May 2010 18:25:47 +0000

Avaya Government Solutions, a wholly owned subsidiary of Avaya Inc., has won a major re-compete contract from the United States Air Force to provide information assurance, network assessment and network engineering support for the Scope Enterprise Design Guidance and Evaluation Project (Scope EDGE). Scope EDGE helps ensure the continued security and operation of U.S. Air Force network resources around the world.

The new contract, covering a one year term with provisions for four, one-year extension options, is valued at approximately $64 million. The Scope EDGE contract was awarded as a part of the GSA Alliant contract for which Avaya Government Solutions has been a prime contractor.

Avaya will provide network performance tuning, network compliance assessment, data gathering and other IT services for Air Force network systems. Avaya will also be responsible for providing network compliance and optimization services, as well as quick response maintenance to Air Force network control centers, operations and security centers, and major command communications coordination centers throughout the continental United States and abroad.

“Avaya Government Solutions has proudly supported the U.S. Air Force Scope EDGE project for eight years,” said Joel Hackney, Senior Vice President & President, Avaya Data and Government Solutions. “Our continuing relationship is a testament to the Air Force’s confidence in our ability to provide the highest level of technology and support as a key network design and guidance partner.”

Avaya Government Solutions is a network-centric integrator, providing the services expertise, mission-critical systems and secure communications that empower government to ensure the security, livelihood, and well being of its citizens. Headquartered in Fairfax, Va., Avaya Government Solutions offers a one-stop shop for solutions designed to improve workforce productivity, reduce operating costs, and streamline inter-agency communications. Please visit www.Avayagov.com for more information.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

avya network design contract

4th time in a row: Avaya Named One of the “World’s Most Ethical Companies”

Telecom News — Tue, 06 Apr 2010 13:51:47 +0000

Avaya has been recognized for the fourth year in a row by the Ethisphere Institute as one of the World’s Most Ethical Companies. Out of a record number of nominations for the award, Avaya secured a spot on the list by implementing initiatives to drive understanding of the importance of ethics at all levels of the organization and maintaining high ethical standards in business practices.

“Avaya is honored to be recognized as one of the World’s Most Ethical Companies for our efforts to build a corporation on a solid ethical foundation,” said Kevin Kennedy, president and CEO, Avaya. “We believe that a commitment to ethics must permeate our company at every level and is fundamental to the value we bring to customers.”

Through in-depth research and a multi-step analysis, Ethisphere reviewed thousands of nominations from companies in over 100 countries and 36 industries in order to determine the winners.

The methodology for the WME ranking includes reviewing codes of ethics, litigation and regulatory infraction histories; evaluating the investment in innovation and sustainable business practices; looking at activities designed to improve corporate citizenship; and studying nominations from senior executives, industry peers, suppliers and customers.

“Avaya’s promotion of a sound ethical environment shines within its industry and shows a clear understanding that operating under the highest standards for business behavior goes beyond goodwill and “lip-service” and is intimately linked to performance and profitability,” said Alex Brigham, Executive Director of the Ethisphere Institute. “This year’s World’s Most Ethical Companies award was more competitive than ever, because companies realize that making ethics a priority is critical amidst a tough economic environment.”

Brigham added, “Compliance or ethics failures add up to more than fees, fines and penalties. The leadership distraction and turnover, forced alteration of a working profit model and heightened scrutiny that result show: good ethics means better business.”

A sampling of other winners include: Aflac, American Express, Campbell Soup, the Ford Motor Company, Henkel, General Electric, Google, L’Or�al, Nike, PepsiCo, Starbucks, Standard Charter Bank, UPS, Whole Foods Market and Xerox.

This is the fourth year Ethisphere, a think-tank dedicated to the creation, advancement and sharing of best practices in business ethics, corporate social responsibility, anti-corruption and sustainability, has published the WME rankings, which appear in Ethisphere Magazine’s Q1 issue, which came out in March. Avaya has maintained a position on the list every year since the initial publication of the WME rankings in 2007.

Read about the methodology and view the complete list of the 2010 World’s Most Ethical Companies at http://ethisphere.com/wme-2010.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Avaya Unveils Roadmap for Future of Business Communications

Telecom News — Tue, 19 Jan 2010 13:48:07 +0000

Integration of Former Nortel Enterprise Solutions Portfolio AcceleratesAvaya’s Vision of Communications Powering Enhanced Business Effectiveness

BASKING RIDGE, NJ–(Marketwire – January 19, 2010) – Avaya today unveiled its vision for the future of communications and a roadmap that integrates products and services from the recently acquired Nortel Enterprise Solutions (NES) to create a new standard for business communications.

Avaya’s vision is based on open standards, communications-enabled business systems and effective, contextual, real-time communications. Using Session Initiation Protocol (SIP) organizations, large to small, can make smooth transitions to new capabilities at their own pace while protecting existing communications investments. Avaya’s communications-enabled business systems streamline business processes by injecting real-time communications where they can provide value. Users are able to be more effective by having access to information based on the context of the task at hand.

“The integrated roadmap we’re outlining today supports Avaya’s commitment to providing customers with the advanced communications capabilities they need to manage and grow their organizations,” said Alan Baratz, senior vice president and president, Global Communications Solutions, Avaya. “In developing the portfolio, our guiding principle was to deliver the most compelling and cost-effective systems and services to customers and partners.”

The new roadmap builds on the existing Avaya portfolio with capabilities integrated from Nortel Enterprise Solutions. The roadmap highlights include:

The centerpiece of the unified communications (UC) portfolio is Avaya Aura�, a SIP-based communication platform that unifies complex communications networks. With proven abilities to reduce infrastructure costs and easily deploy centralized collaboration and customer service applications, Avaya Aura provides an upgrade path for all existing Nortel voice and UC customers. The roadmap expands the value of Avaya Aura with the addition of Avaya (formerly Nortel) Agile Communications Environment (ACE). ACE uses Service-Oriented Architecture and Web Services to facilitate the rapid development of communications-enabled applications.

Avaya Aura is also at the center of Avaya’s contact center portfolio. With this foundation, contact centers will move to a SIP-based, service-oriented architecture, simultaneously supporting multiple modes of communication. The new contact center solution will be based on a new and collaborative work assignment model that will connect customers, agents, and information. The new capabilities will enable businesses and organizations to stay ahead of growing customer care demands for tighter integration and lower costs. The integrated roadmap will seamlessly extend the combined Avaya and Nortel Enterprise Solutions market-leading portfolio with capabilities for agent desktop, work assignment, experience management, and analytics that will scale from mid-range to large contact centers.

Avaya IP Office, BCM, Norstar, PARTNER� and Integral 5 all remain for sale with a plan to converge the platforms to the company’s flagship hybrid IP offering, IP Office. Avaya will blend Nortel features, interfaces and phones with IP Office to create a richer solution with strong investment protection benefits. This approach follows the model Avaya has successfully implemented with other systems into IP Office.

The company also now offers the Avaya Software Communication System, a SIP-based offer from NES for small and medium enterprise customers who want to manage unified communications from their data center.

As previously announced, Avaya will adopt the current roadmap of NES data products in its entirety. Avaya believes that the technology, customer base and innovative product roadmap represent a compelling value proposition for global customers. A key component of plug and play communications is the underlying, enabling network and the new Avaya data portfolio brings significant advantages of “Always-On” reliability, network efficiency and scalability to grow with customers’ business needs. Included in the Avaya data portfolio are solutions for Ethernet Switching, Routers, Wireless Networking, Access Control and Unified Management.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Nortel GENBAND Agreement Obtains Canadian and U.S. Court Approval

Telecom News — Thu, 07 Jan 2010 15:08:24 +0000

Nortel Networks Corporation announced that at a joint hearing today, it, its principal operating subsidiary Nortel Networks Limited (NNL) and certain of its other subsidiaries, including Nortel Networks Inc. (NNI) obtained orders from the United States Bankruptcy Court for the District of Delaware and the Ontario Superior Court of Justice approving the “stalking horse” asset sale agreement with GENBAND, Inc. (GENBAND) for the sale of substantially all of the assets of its North America, Caribbean and Latin America (CALA) and Asia Carrier VoIP and Application Solutions (CVAS) business. Certain other Nortel subsidiaries, including Nortel Networks U.K. Limited (in administration), have entered into a separate asset sale agreement with GENBAND for the sale of substantially all of the assets of the Europe, Middle East and Africa (EMEA) portion of its CVAS business.

The court orders also established bidding procedures for an auction that allows other qualified bidders to submit higher or otherwise better offers, as required under Section 363 of the U.S. Bankruptcy Code.� Qualified bidders will be required to submit offers for the CVAS business by February 23, 2010, subject to any permitted extensions. Competing qualified bids would then be expected to proceed to an auction, currently scheduled for February 25, 2010. � Following completion of the bidding process, the sale will require final approval of the U.S. and Canadian courts.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

What does Avaya / Nortel have in store for 2010

Telecom News — Tue, 22 Dec 2009 15:55:18 +0000

On Tuesday, January 19th, 2010, at 1pm EST, Avaya and Nortel Enterprise Solutions will make history as the largest enterprise communication system provider in the world.

Register for the Video Webinar on 01-19-2010: Avaya/Nortel Enterprise Solutions Product Roadmap. This webinar will cover:

Announcement of Avaya
If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Link to this post!
What does Avaya / Nortel have in store for 2010" onclick="javascript:this.select()" readonly="readonly" style="width: 100%;" />

Avaya Completes Acquisition of Nortel Enterprise Solutions

Telecom News — Fri, 18 Dec 2009 12:19:52 +0000

Avaya announced the successful completion of its acquisition of Nortel Enterprise Solutions (NES).

The addition of NES further enhances Avaya’s strategic position in providing business communications solutions and services for enterprise customers. The acquisition gives the company added scale, resources and expertise to deliver a portfolio of solutions and services around the globe.

“The completion of this acquisition represents another major step in Avaya’s evolution and growth in the communications industry,” said Kevin J. Kennedy, president and CEO, Avaya. “Avaya and Nortel Enterprise Solutions share a common vision for the future of business communications. By combining our complementary technology portfolios, deep industry specific domain expertise, sales channels and customer bases, the new Avaya will redefine business communications and help customers to reduce costs, simplify operations and increase their business agility.”

As a result of the acquisition, Avaya will benefit from an expanded partner ecosystem, a broader portfolio, an enhanced customer base, and a greater ability to compete globally.�The company also will extend relationships with system integrators and service providers who serve the enterprise market.

Approximately 6,000 NES employees have joined Avaya, including 25 top managers. Joel Hackney, previously president, Nortel Enterprise Solutions, joins the Avaya Executive Committee as senior vice president and president, Avaya Government Solutions and Data.

“In addition to great technology and outstanding customer relationships, NES brings talented employees in sales, systems engineering, services, marketing and more,” said Kennedy. “We believe our ability to innovate and develop solutions for customers to help them transform their businesses will continue to accelerate.”

Today, Avaya begins to execute its plans to integrate the operations and customer care functions of the two organizations. The company expects to provide information about the new combined product portfolio and roadmap within the next 30 days.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Avaya Aura midsize solution for enterprises

Telecom News — Mon, 12 Oct 2009 14:30:04 +0000

Avaya today announced Avaya Aura midsize solution for enterprises, a single-server, unified communications solution for businesses as small as 100 employees and scalable up to 2400 users and 250 locations. The new solution reduces complexity, saves money and puts advanced unified communications and contact centers within easy reach.

The Avaya Aura midsize solution for enterprises is one of the first in the industry to use standards-based virtualization technology for real-time communications. Virtualization – the use of software to allow a single piece of hardware to run multiple applications at the same time – will be the de facto method for Avaya to deploy applications going forward.

Called Avaya Aura System Platform, this unique, real-time virtualization technology enables unmodified versions of Avaya Communication Manager, Voice Messaging, SIP Enablement Services, Application Enablement Services, Utility Services and Media Services to be deployed on a single server. The Avaya Aura midsize solution for enterprises uses System Platform with standard, commercial servers certified by Avaya to deliver the security, scalability and resiliency which businesses need for their mission-critical communications.

The benefits of the Avaya Aura midsize solution for enterprises include:

Up to 75 percent reduction in hardware, power and cooling and maintenance requirements for a low total cost of ownership and a more environmentally friendly approach
Simplified installation and ongoing management with integrated services for administrators, powerful wizards and self-use administration enable the entire solution to be remotely deployed in 1-2 hours
High resiliency with built in remote monitoring, no single point of failure and an optional backup server for redundancy

“When we launched Avaya Aura in May, it provided a breakthrough solution for large enterprises looking to run their unified communications and contact center systems more efficiently,” said Alan Baratz, president, Global Communications Systems and senior vice president at Avaya. “With the release of Avaya Aura midsize solution for enterprises, we provide the same, high-performing functionality to even more businesses.”

Customers can also easily add Avaya Contact Center Express (CCE), a multi-channel contact center solution for mid-size enterprises to deliver sophisticated customer service capabilities using an array of features including a unified desktop display, advanced multimedia tools and integration to CRM software including Microsoft Dynamics� CRM. The CCE common administration tool will soon be enhanced to let companies manage the contact center-related data and capabilities of Avaya Aura Communication Manager from within CCE.

The Avaya Aura midsize solution for enterprises comes in both Standard and Enterprise Editions. Enterprise Edition includes the Avaya Unified Communications All Inclusive end-user package; companies using Standard Edition can purchase the package for $60 per user. Avaya Unified Communications All Inclusive is a single license that provides
easy access to corporate communications from simple, consistent interfaces whether an employee is mobile, at home or remote offices, a hotel or at work.

The Avaya Aura midsize solution for enterprises will be globally available in November.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems

Popular Serches

Avaya IVR gets Gartner Strong Positive Rating

Telecom News — Fri, 26 Jun 2009 14:26:04 +0000

Avaya Inc. has received the highest rating � a “Strong Positive” � in Gartner’s recent “MarketScope for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, 2009.” The report evaluated leading vendors’ voice response systems and applications, and rated vendors according to a number of criteria.

In the report, Gartner classified systems into two distinct platforms � Interactive Voice Response (IVR) and Voice Portal � and rated vendors based on evaluation criteria such as Market Understanding, Marketing Strategy, Sales Strategy and Overall Visibility. A Gartner MarketScope report provides specific guidance for users who are deploying or have deployed products or services. The report’s evaluation is based on a weighted evaluation of a vendor’s products in comparison with the evaluation criteria.

According to Gartner’s MarketScope for IVR Systems and Enterprise Voice Portals, “IVR and Voice Portal solutions enable customers to perform tasks via the telephone that would otherwise require a contact center agent and, as a result, they can deliver a provable and often sizeable return on investment.” The report also stated that “the primary driver for enterprise investment in voice response platforms is the strong business case for contact center self-service applications.”

The rating applied to Avaya � “Strong Positive” � is applied to a vendor that is “viewed as a provider of strategic products, services or solutions.” If using or considering a “Strong Positive” vendor, Gartner recommends customers “continue with planned investments,” while potential customers should “consider this vendor a strong choice for strategic investments.” Gartner’s overall market rating for the IVR Systems and Enterprise Voice Portals market was “Positive.”

In order to be included in this MarketScope, vendors had to have an “established market presence in terms of market share and mind share for voice response solutions,” among other inclusion criteria.

Avaya’s flagship speech self-service solution: Avaya Voice Portal
Avaya’s offering in this market – Avaya Voice Portal – automates phone transactions and offers organizations the ability to evolve their self service architecture using the latest speech automation and voice technologies. It drives superior customer satisfaction by improving responsiveness in the contact center, and giving organizations an excellent return on investment through automation.

According to the Gartner report, “Speech recognition provides a better user interface that can support a wider range of applications than touch-tone interfaces that restrict input to digits entered on a phone keypad. In particular, the two tasks that speech recognition addresses better than touch tone are complex data entry and complex menus. Successful vendors focus strongly on reducing the complexity of application development, improving the management and reporting functions, improving analytics, and providing better integration between channels and between live-agent and self-service tasks.”

“In my opinion, a ‘Strong Positive’ ranking from Gartner for Avaya demonstrates the company’s commitment to offering products that meet the demands of keeping customers happy, while keeping costs down,” said Chris McGugan, vice president, Contact Center Product & Solutions Marketing, Avaya. “We see increased consumer demand for speech self-service technologies, and are working to get businesses the best technology available to serve that interest.”

The information can found in the report: Gartner, Inc. “MarketScope for IVR Systems and Enterprise Voice Portals, 2009″ by Jay Lassman and Bernard Elliot, May 28, 2009. For more information about the report, please visit www.gartner.com.

Avaya and IBM strengthen Relationship

Telecom News — Tue, 16 Jun 2009 15:51:38 +0000

Avaya and IBM have announced that they will be expanding their current relationship. The focus will be on Security Interopability and Unified Communications. Furthermore, IBM will be implementing Avaya Aura in their existing converged communications services.

As part of the expanded alliance, the companies will jointly deliver unified communications solutions that streamline mission critical and complex communication systems, achieve rapid return on investment and improve productivity by helping to allow users to communicate anytime from anywhere, regardless of device or network. In addition, Avaya has certified the IBM Internet Security Systems’ Proventia GX 5208� and Proventia Management SiteProtector SP1001� as compliant with IP telephony solutions from Avaya, enabling IBM to offer comprehensive intrusion protection for Avaya Aura’s communication system.

“As more and more companies move toward unified communications, it’s important that they take a holistic approach to security that encompasses multi-vendor applications in mobile and virtual environments,” said Dan Powers, vice president of brand, strategy, marketing and business development at IBM ISS. “Individual workers will assume security comes from the core, but they can be one of the most vulnerable points of entry if it does not. IBM has created solutions in our Intrusion Prevention Systems designed to help prevent current and emerging threats and help keep unified communications deployments secure.”

Today, IBM and Avaya are delivering unified communications and contact center solutions designed to meet the needs of clients in all industries. With this new powerful combination of Avaya Aura and IBM’s extensive experience in planning, design and implementation of Unified Communications and Contact Center solutions, customers can benefit from a unified architecture that centralizes and integrates communications in multi-platform, multi-technology provider and multi-modal environments in a cost effective manner.

“IBM and Avaya have had a strong alliance for more than eight years, and with this expansion, we can offer a breadth of business communications solutions and truly complimentary portfolios designed to meet client demands around the globe,” said Laurence Guihard-Joly, vice-president of Integrated Communications Services, IBM. “Together, IBM and Avaya offer robust and security rich mission critical solutions while adopting industry protocols and open standards.”

IBM and Avaya solutions are used by leaders all over the world to help reduce costs, streamline businesses and enable anytime, anywhere communications. Shanghai Airlines, for instance, generates close, regular customer interaction that improves customer satisfaction throughout the sales cycle using an integrated Customer Relationship Management Contact Center solution that consolidates fragmented areas of the business. The solution is delivered by IBM and Avaya contact center applications, agent desktops, scheduling applications and a knowledge database.

“Shanghai Airlines is benefiting from the combined power, expertise and solutions offered by both IBM and Avaya that were incomparable to any other option,” said Wang Lu Ping, General Manager of Information Technology at Shanghai Airlines. “Today our customer satisfaction rate has improved immensely and we are capitalizing on the strengths of an alliance that is continuing to evolve.”

Leveraging the industry leading, security focused capabilities of both IBM ISS and Avaya solutions, companies are better able to proactively prevent attacks such as denial or interruption of service, VoIP phishing, eavesdropping, malware and overall business interruption. The solutions can assist customers to assess security needs, protect, remediate and even outsource security network operations if desired.

“Avaya and IBM have a number of integrated solutions across our unified communications portfolios and a long history of success in contact center deployments,” said Todd Abbott, senior vice president and president, Avaya Field Operations. “As part of our expanded alliance, we are building a tighter relationship around the services, solutions and security that enable customers to quickly reap the benefits of Avaya Aura.”

IBM ISS is an active development partner with Avaya, working to provide interoperability with Avaya technology to help extend the value of customers’ investments in its network. IBM’s strong research, products and services builds the foundation for a pre-emptive approach to security, and gives Avaya customers choice and flexibility in how they choose to acquire key security technologies, whether it be through direct product purchases, Managed Security Services or through their carriers.

If you like this post please support us by liking us or bookmarking us

Get the latest Telecom News at http://vartips.com

brought to you by PBX Phone Systems