New Avaya Engagement Solutions Bridge Enterprise Requirements with End-User Preferences
Information Technology Press Releases Monday December 15, 2014 14:43
Avaya today unveiled new communications solutions that address multichannel communication preferences, while meeting enterprise security, availability, manageability and scalability requirements. The new “Avaya Engagement Solutions” include innovative technologies that connect locations and functions across the enterprise, integrate communications-enabled applications into workflows and support the seamless migration from desk to mobile. Avaya, together with its expanded partner ecosystem, which today now includes Google (see related news) is ushering in a new “Era of Effortless Engagement,” where natural communications preferences co-exist with enterprise requirements to forge deeper connections between people, and unlock higher levels of productivity and profitability.
WATCH: Avaya CMO, Andy Cunningham, talks about the “Era of Effortless Engagement”
“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, 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.”
Avaya Engagement Environment Helps Add More Communications Functionality to Applications
Among the new and enhanced solutions just announced, the Avaya Engagement Environment enables the simple combination of communications capabilities with the business applications used every day by various departments and groups. These merged applications can be integrated into workflows and published as a service to speed more meaningful, informed connections and improve customer and team outcomes. Thus, customer and team engagement can become inexorably linked as the backbone for competitive advantage in both the current and future business climate.
To make it easier for organizations implement strategies for more engaged enterprises, Avaya has also mapped its Customer and Team Engagement Solutions against key business challenges to deliver growth, create new efficiencies and re-vitalize infrastructures. New and enhanced capabilities include:
Avaya Customer Engagement Solutions, which are aligned into three sets of solutions based on customers’ input to Avaya about business–critical requirements for Top Line Growth, Customer Experience and Contact Center Efficiency. New among these solution sets:
Avaya Snap-Ins for Engagement Environment: these easily-integrated “Snap Ins” add enhanced communications capabilities such as WebRTC, real-time speech, mobility, work assignment and context store into existing contact center operations.
Customer Engagement Transformation Consulting Service: access to Avaya expertise to help revitalize legacy contact center operations with phased, objective-driven strategies for achieving customer engagement environments.
Avaya Agent for Chrome: offering lightning-fast provisioning of customer service representatives, this joint solution provides access to Avaya contact center technologies through a WebRTC interface on a Google Chrome device.
Avaya Social Responder: this cloud-based solution for social media monitoring funnels social conversations into a contact center operation for rapid, real-time response and engagement.
Avaya Team Engagement Solutions map to business needs for Communications Optimization, Worker and Team Productivity, and Generating Growth. New or enhanced offers include:
o Avaya Engagement Development Platform: Part of the Avaya Engagement Environment (formerly Collaboration Environment), new capabilities allow business analysts, enterprise architects and ISVs to customize and build unique applications and workflows with easy to use development tools and a reusable snap-in architecture.
Avaya Communicator: a rich, single client interface that provides access to all communications channels across the enterprise and midmarket platforms, including the new Avaya Multimedia Messaging and latest version of Avaya Aura® Conferencing 8.0, and allowing employees to toggle between devices on-the-fly.
Avaya IP Office Select: optimized for Midmarket companies with up to 2500 employees (or 150 locations), this comprehensive unified communications and collaboration solution offers the simplicity and affordability this business segment requires.