Avaya has announced enhanced Customer Experience Management (CEM) solutions intended to help businesses better manage all mobile, web and contact center interactions that take place during a customer care cycle. The latest features are designed to enable a consistent, omni-channel customer experience.
Avaya announced the Avaya IP Office Contact Center offering multichannel contact center functionality to midsize businesses. The solution is purpose-built for the Avaya IP Office platform for contact centers with 5 -100 agents.
Avaya IP Office Contact Center features include:
In a series of announcements, Avaya has launched a set of new software and cloud-based services. The solutions are meant to help employees to work more effectively, capitalizing on the advantages of collaboration. The latest Avaya series of products and services are intended to easily enable embedded collaboration capabilities into other applications, enhance Avaya’s midmarket solution, and offer new features like a new cloud service that enables SMS text messages to any device.
Among the highlights of the latest Avaya portfolio evolution:
Avaya is making it easier to drop its unified communications capabilities into business applications, removing a layer of complexity that may be holding developers back from writing communications-enabled apps for businesses.
Avaya has concluded its annual International Avaya User's Group (IAUG) event, and one of the most noteworthy announcements was the company's strategic vision to transform its approach to collaboration. The company's strategy calls to accelerate development and integration of next-generation unified communications and contact center applications.
Two stalwarts in the enterprise IT market joined forces today to release a unified communications stack that integrates hardware from EMC, virtualization technology from VMware and communications apps from Avaya.
Avaya unified communications products can get along with Microsoft's Lync Server, and many customers will probably choose to deploy both rather than just one, says Avaya's CEO.
Despite what he sees as shortcomings of Microsoft's real-time communications platform, businesses will see value to some of its features, and supplement those with products from Avaya, says Avaya chief Kevin Kennedy.
Avaya announced additions to its Avaya Collaborative Cloud portfolio with offers specifically designed for cloud service providers (CSPs); these latest services include unified communications, contact center and video solutions for CSPs that are packaged with flexible choices and pricing models. CSPs can then help their enterprise clients offload the challenges of managing BYOD environments, widely dispersed workforces, and the shifting demands of end-customers.
Following up on its purchase earlier this year of video optimization company Radvision, Avaya announced enhancements to its Aura and Flare unified communications (UC) platforms that could signal the company's move into next generation videoconferencing for the enterprise.
Avaya announced its new architecture for virtualized unified communications applications, unveiling Avaya Aura Virtualized Environment (Avaya Aura VE). With the announcement, businesses can choose full virtualization with Avaya Aura VE, or continue with the dedicated hardware approach already offered by Avaya Aura. They can also combine virtualized and dedicated servers for application deployment.
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