Avaya upgrades contact centre and collaboration solutions

Avaya releases new solutions and product enhancements including Nortel technologies

Tags: Avaya IncorporationContact centreNortel Networks Corporation
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Avaya upgrades contact centre and collaboration solutions The new solutions are intended to meet evolving requirements for business and customer communications, says Kennedy.
By  Mark Sutton Published  July 22, 2010

Avaya has announced a major series of updates to its enterprise communications and contact centre solutions, which include technologies gained through the acquisition of Nortel Networks enterprise division.

The company has released a range of new services and upgrades based around its Avaya Aura communications platform, which is says will improve collaboration within organisations and enhance customer service, while reducing the cost of solutions.

For contact centres, Avaya has introduced Avaya Aura Contact Center, originally developed by Nortel, for mid- to large-sized enterprises, which uses the Session Initiation Protocol (SIP)-based collaborative session model, to improve customer communications and introduce what Avaya describes as end-to-end Experience Management.

The new solution will connect the customer, and their relevant business data and past history, to agents via a range of modes of communication, including voice, video, e-mail and web chat, and also enables collaborative sessions where experts and other agents can be connected in a single session, to eliminate the process of having customers repeat information to several people as they progress through a call, and improve call resolution.

The contact centre releases include Avaya Aura Workforce Optimization (WFO), which provides recording and quality monitoring capabilities plus collection of trends data from contact centres, to better manage the workforce and predict centre requirements.

Avaya has also released Avaya Proactive Outreach Manager which places all multimedia interactions on a single platform, to allow different modes of communication for outbound customer communication; a new version of Avaya IQ 5.1, a powerful reporting and analytics solution, and Avaya Aura Call Center Elite 6.0, Avaya's call routing software for large enterprises.

In the enterprise communications space, Avaya has introduced new features for its Avaya Aura 6.0 platform, which improve security, scalability and flexibility of the platform, and add common management and expanded use of virtualization. Avaya has announced a range of new solutions and enhancements, which it says will improve business communications and can save large enterprises approximately 23% in capital expenditures and another 33% in operating expenditures.

The new launches include Avaya Agile Communications Environment (ACE) 2.2, another Nortel solution, which is designed to speed up the deployment of communications-based business applications, which Avaya says can allow communications-enablement of business applications up to 80% faster than traditional methods. ACE 2.2 also includes an Event Response Manager application to reduce downtime and manage events.

Other launches include enhancements to conferencing, messaging, management and security capabilities, and improved scalability and virtualization.

The company also issued a new release of Avaya Communications Server 1000 (CS1000), which increases scalability, enhances SIP support and connectivity.

Kevin Kennedy, president and CEO of Avaya commented: "In today's evolving business communications environment, companies demand the right technology approach to ensure superior experiences for employees and the customers they serve.

"Avaya's latest series of innovations accomplishes this through faster, more efficient orchestration of people and information. 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," he added.

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