Contact Center Solutions Featured Article

Avaya Introduces New Customer Service and Collaboration Applications

July 22, 2010

Recent advances in information and communication technologies have allowed manufacturing enterprise to move from highly data-driven environments to a more cooperative information/knowledge-driven environment. Enterprise integration and interoperability is a key concept to face the challenges of these new environments.

Avaya, a company in enterprise communications systems, software and services, today announced a suite of new and enhanced product innovations and services based on Avaya Aura that redefine the economics and effectiveness of real-time, multi-media enterprise communications.

These new tools and services make it possible to simultaneously accelerate decision-making and achieve meaningful financial impact, while moving enterprises towards a more people-centric approach to collaboration.

Kevin Kennedy, president and CEO of Avaya said that in today's evolving business communications environment, companies demand the right technology approach to ensure superior experiences for employees and the customers they serve and vaya's latest series of innovations accomplishes this through faster, more efficient orchestration of people and information.

He added that making smart business decisions quickly can be difficult, but connecting the right people to solve issues in real-time should be both simple and cost-effective with this applications.

New and enhanced capabilities in Avaya's suite of Contact Center (CC) and Unified Communications (UC) applications drive improvement in the quality of customer service and employee collaboration for mid- to large-sized businesses while lowering the total cost of ownership. In addition, Avaya Aura 6.0 now features increased security, scalability and flexibility, plus common management and expanded use of virtualization across the entire platform.

Avaya Aura can save large enterprises approximately 23 percent in capital expenditures and another 33 percent in operating expenditures, according to a recent survey conducted by Avaya. Avaya Aura Contact Center, announced in a separate release today, is a new multimedia contact center application that extends to all types of media, including voice, e-mail, web chat, and instant messaging/SMS.

Avaya was recently in news when Allstream received Avaya DevConnect Compliant Award.

Anuradha Shukla is a contributing editor for ContactCenterSolutions. To read more of Anuradha’s article, please visit her columnist page.

Edited by Patrick Barnard