Contact Center Solutions Featured Article

CXM's Application Receives New Compliance Certificate

October 09, 2014

CXM, a provider of workforce optimization solutions, has announced that its Recording and Quality Monitoring Software Suite has received ‘Avaya Compliant’ status for some of Avaya’s communication and contact center solutions, through Avaya DevConnect program.

Customer Experience Management, or commonly known as CXM, Inc., grew from a recording system to a robust quality monitoring solution. Offering enterprises call center software solutions for small-to-medium businesses and small-to-medium enterprises, it develops call recording, screen recording, performance evaluation, agent coaching, workforce management and speech analytics solutions.

According to CXM, it is a technology partner in the Avaya DevConnect program—Avaya’s initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology. It is touted that this initiative helps in extending the value of a company's investment in its network.  

Sources indicate that CXM’s recording and quality monitoring application successfully passed compliance-testing by Avaya for compatibility with Avaya Aura Communication Manager 6.3 and Avaya Aura Application Enablement Services 6.3.

The Avaya Aura Communication Manager software helps in offering unified communications (UC) solutions to enterprises. It is designed to deliver rich voice and video capabilities. It includes advanced mobility features, built-in conference calling and contact center applications, and E911 capabilities too.

As a software platform, the Avaya Aura application enablement services (AE Services) is designed to provide an enhanced set of application programming interfaces (APIs), protocols, and web services that expose the functionality of Avaya Communication solutions to corporate application developers, third-party independent software vendors, and system integrators.

By receiving successful compliance status with Avaya Aura Communication Manager and Avaya Aura AE Services, CXM is now able to demonstrate its dedication to the Avaya product line and its customers, cited Michael Sinclair, president, CXM, in a statement.

Since CXM is Avaya’s technology partner, it was eligible to submit products for compliance testing at the Avaya Solution Interoperability and Test lab. According to sources, a team of Avaya’s engineers developed a comprehensive test plan for each application to verify whether it was Avaya compatible. This verification will now empower CXM to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure, thereby expediting deployment of new applications and reducing both network complexity and implementation costs.  

Edited by Maurice Nagle