Contact Center Solutions Featured Article

Avaya Launches New Solutions to Address Multichannel Communications Preferences

December 29, 2014

Avaya Inc., a global provider of business communications and collaborations systems, has unveiled a suite of new solutions to address multichannel communication preferences while meeting enterprise expectations for security, availability manageability and scalability. Called "Avaya Engagement Solutions," the suite is comprised of technologies to connect locations with functions across an enterprise, integrate communications-enabled applications into workflows and support seamless migration from desktop to mobile.

The Avaya Engagement Environment combines communications capabilities with daily business applications, which can then be integrated into workflows. The merged applications can also be published as a service to create more intuitive connections and improved experiences for customers and employees alike. Customer and team engagement is thus solidified into a singular competitive advantage.

Avaya has aligned its Customer and Team Engagement Solutions with the most important challenges in the modern business climate, enabling organizations to implement strategies for a more efficient and engaged enterprise.

Customer Engagement Solutions are now aligned into three sets of solutions: Top Line Growth, Customer Experience and Contact Center Efficiency. New inclusions among these sets are Avaya Snap-Ins for Engagement Environment, which add enhanced communications capabilities such as WebRTC, real-time speech, work assignment, mobility and context store to contact center operations, and a Customer Engagement Transformation Consulting Service designed to help revitalize legacy contact center operations. Also included is the Avaya Agent for Chrome, which provides a WebRTC interface on Google Chrome to access Avaya contact center technologies, and the Avaya Social Responder for managing social media operations through a contact center operation.

Team Engagement Solutions are comprised of the three solution sets Communications Optimization, Worker and Team Productivity and Growth Enablement. New and enhanced offerings include the Avaya Engagement Development Platform (formerly known as the Collaboration Environment), which includes new capabilities and tools for easily customizing and building applications and workflows, the Avaya Communicator client communications interface, AvayaLive Video cloud-based integrated audio/video conferencing and screen sharing service and the Avaya IP Office Select unified communications and collaboration solution.

"With communication at the heart of so much employee and customer frustration, building engaged organizations is the number one challenge for 21st century business," said Kevin J. Kennedy, CEO of Avaya. "Business needs to empower people with technology and services to communicate effectively and effortlessly in the workplace – with each other and with customers. For more than two decades, Avaya has pioneered business communications, and as the world ushers in a new era of engagement, our solution portfolio is again a step ahead, addressing all modern user preferences with the proven reliability, performance and manageability global Fortune 500 companies depend on for success."

Edited by Maurice Nagle