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Avaya Unveils Turnkey Solution for Proactive Management of the Customer Experience for Mid-size Cont Smart IP is under the spot light of customers and Avaya Business Communications. The Definitive Guide to Upgrading Your Nortel Communications System UC Summit: AVST Spotlights the 21st Century ‘Knowledge Worker’ Frost & Sullivan: AVST Global Enterprise Voice and Unified Messaging Award Smart IP is now fully certified and trained on Avaya Aura Workforce Optimization (AAWFO) GlobalMed Selected for Membership in Avaya DevConnect Program MobileIron Selected for Membership in Avaya DevConnect Program SGH Martineau Puts Clients at Heart of Communications Infrastructure With ShoreTel Lyrix, Inc. Selected for Membership in Avaya DevConnect Program

Avaya Unveils Turnkey Solution for Proactive Management of the Customer Experience for Mid-size Cont

  • Avaya Outbound Contact Express provides a pre-integrated solution with all the critical components needed for proactive customer experience management
  • Supports mid-size contact centers with 25-250 agents and up to 500 trunks
  • Rapid, simplified deployment reduces time to service to one day from 30+ days needed for multi-vendor solutions
Avaya today announced a new solution for mid-size contact centers that streamlines adoption, implementation and management of comprehensive outbound customer communications. Avaya Outbound Contact Express is a turnkey solution with all the hardware, software and support services needed for cost-effective, proactive customer experience operations.
Easy to set-up and maintain, Outbound Contact Express builds on Avaya’s proven, outbound customer experience management capabilities in a pre-integrated, all-in-one solution for the mid-size contact center with 25-250 agents and up to 500 trunks. Compared to alternative, multi-vendor solutions, Outbound Contact Express reduces the time to service from a baseline of 30 days to one or two.
Avaya Outbound Contact Express uses industry leading call detection and advanced, patented predictive and preview dialing algorithms for more effective use of agent time and a lower cost per call to reach customers. In addition, a single contact for all maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions.
Outbound Contact Express includes:
  • Administrative web client for defining campaigns
  • Full featured, market leading dialer with exceptional call detection accuracy
  • Agent scripting to ensure consistent, successful customer interactions
  • Reporting and call recording to ensure quality and compliance
  • Avaya Speech Analytics to drive insight and improvement to agent performance and operations.
  • 24×7 support and Expert ™ systems monitoring
  • Software upgrade protection as well as optional parts support
Avaya Outbound Contact Express leverages key, patented elements of Avaya’s portfolio of Outbound Contact Center solutions to provide comprehensive features and capabilities packaged to fit the specific needs and requirements of mid-size contact centers. Avaya’s Outbound and Proactive Experience Management solutions provide businesses with a complete, multichannel, agent and agent-less solution to support their outbound marketing, sales, service, and collections needs. Applications like Avaya Proactive Contact and Avaya Proactive Outreach Manager simplify execution of large scale outbound campaigns while ensuring businesses meet even the most strict regulatory compliance requirements.
Avaya Outbound Contact Express will be globally available this summer.
Quotes:

“Establishing proactive customer experience operations has previously required companies to engage in a long, arduous process and with several vendors, and was often out of the reach of mid-sized operations. Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, need for highly effective operations.”
–Mark de la Vega, Vice President and General Manager, Contact Center, Avaya
“The typical contact center operation is largely focused on being available through a variety of means when the customer is ready to initiate contact. But, there is tremendous value to adopting a proactive contact strategy that can alert customers and others when there is information they need to know.  Single vendor, turnkey technology solutions make adopting a proactive strategy much more feasible, and can remove many of the hesitations that may prevent organizations from going down this path.”
–Ken Landoline, Principal Analyst, Current Analysis
“We see a significant opportunity for a comprehensive turnkey proactive contact solution for the mid-size contact center. This is a largely underserved market due to the complexity and cost of traditional, multi-vendor solutions. We believe AdvanTel customers will be as excited about Avaya Outbound Contact Express as we are.”
–Dan Ferguson, President and CEO, AdvanTel
Source: Avaya

Smart IP is under the spot light of customers and Avaya Business Communications.

Did you know that recently Smart IP was recognized as the only independent partner in Canada who is fully trained and Avaya certified to install and service Avaya Aura Workforce Optimization (AAWFO) solutions?

Avaya Aura Workforce Optimization unifies Contact Recording, Quality Monitoring, eLearning, Workforce Management, Speech and Desktop Analytics, and Customer Feedback under one platform that provides a single user interface and centralized system administration and reporting.

This is an elite bundle of solutions to solve numerous Contact Centre goals and objectives. It is solely made to increase productivity, decrease costs associated with customer service and develop strong brand presence. In addition, AAWFO provides organizations with an efficient way to interact with clients through various communication channels.

Customer engagement is important! Therefore, AAWFO suite delivers tools to track multiple variations of client interactions and reports them back to the person in charge. This way you can analyze an overall agent performance and/or view general achievements of the department as a whole.

Are you interested in continues business growth and efficiency improvements? Here are several items to describe what AAWFO can do for you:

  • Establish realistic forecasts and performance goals
  • Schedule and deploy the right number of staff – whether in the office or home-based agents – with the appropriate skills to meet customer needs
  • Capture customer interactions – in their entirety – through full-time recording, based on user-defined business rules, or through random or on-demand recording
  • Securely record and store transactions to meet Payment Card Industry (PCI) Data Security standards through optional encryption management
  • Measure performance to identify excellence and areas for improvement
  • Apply intelligent analytics to customer interactions to investigate opportunities for optimizing people, processes, technologies, and customer relationships
  • Take action by delivering targeted training or re‑engineering processes
  • Refine your forecasts and performance goals based on the valuable data you’ve collected

Why should you consider Avaya Aura Workforce Optimization? Because it optimizes your operations for a breakthrough customer experience:

• Deploy a single-provider, unified solution that combines contact recording, quality monitoring, eLearning, workforce management, speech and data analytics, and customer feedback functionality, helping your business generate additional revenue and increase profitability; improve staff productivity and performance; and optimize customer relationships

• Transform your business into a customer-centric organization by delivering first-rate service, consistently and cost-effectively, across different communications channels and locations

• Streamline processes, ensure consistent service levels and quality, and uncover valuable, previously undiscovered information through tightly integrated applications

• Obtain customer intelligence and competitive insight from multiple channels and use it strategically to make analytics-driven business decisions, enhance staff skills, foster customer satisfaction, and build competitive differentiation

• Securely record and store media in adherence to PCI-based security guidelines through optional encryption management functionality

• Increase staff satisfaction and retention by providing employees with input into their schedules and insight into their performance

• Leverage captured customer interactions to build a library of best practices for training your workforce, and perform assessments to gauge skill acquisition and knowledge retention

User experience and customer service are extremely important. They make you stand out and create a powerful competitive differentiation. So, what is AAWFO? Simply put, it is an effective business solution that unites robust tools to help identify customer interactions and respond to them timely, as well as helping agents to perform at their best!

The Definitive Guide to Upgrading Your Nortel Communications System

Every technology has a useful life—that’s when it performs the way it was intended AND adds value to your business.

But what about when a technology keeps working after its useful life is over?

At first this may seem like a good thing: your business enjoys short-term cost savings by not upgrading. But in fact, you risk other costs that can far outweigh those savings:

  • You risk the cost of business disruption if the technology suddenly fails.
  • You risk the cost of paying for an expensive emergency repair.
  • And you risk the biggest cost of all—the opportunity cost: While you are holding on to your old system, newer technology gets better and better, delivering efficiencies, productivity and cost-savings that can far outweigh the value of keeping the old system.

 

If you are the owner of an existing Nortel™ communications system, such as a BCM or Norstar solution, you may already be incurring these costs right now. If that’s the case, this guide is for you. With the acquisition of Nortel in December 2009, you reduce much of the risk normally associated with upgrading from your existing BCM or Norstar solution to Avaya IP Office.
Use the information provided here to take a close look at the opportunity cost you are paying by NOT upgrading. Also, learn an easy way you can get the benefits of new technology and protect up to 60 percent of your original system investment—a double-barreled set of savings that can actually cover the entire cost of an upgrade. That’s huge and this guide will show you how to take advantage of this incredible opportunity.

UC Summit: AVST Spotlights the 21st Century ‘Knowledge Worker’

Company CEO to Give Presentation on How UC Market Forces, Including Context, Mobility, Cloud and Social, Are Fueling the Next Generation of User Productivity

This week at the UC Summit, Applied Voice & Speech Technologies, Inc. (AVST), a leading provider of best of breed Unified Communications (UC) software, will be on hand to highlight the latest market trends in UC — as well as what the factors driving these trends are. For the past 30 years, AVST has been incorporating UC trends into its product roadmap step by step. From voice messaging to unified messaging to a speech-based personal assistant to a contextually-aware personal assistant and everything in between, AVST remains committed to fueling user productivity and efficiency, and has ushered in an evolved end user — the 21st Century ‘Knowledge Worker.’

In a presentation titled, ‘The State of the UC Market – 2013 and Beyond,’ AVST President & CEO Hardy Myers will discuss his observations on what the future holds for the UC marketplace, as powerful forces such as context, mobility, cloud and social are creating possibilities that didn’t exist before. Myers will explore how these forces will converge to impact the 21st century ‘knowledge worker.’ Using contextually-aware UC to get the most relevant information and taking advantage of location-based services to communicate based on where they are geographically at any given time, knowledge workers are able to make more timely and informed decisions.

Improving mobile worker productivity is one of AVST’s main focuses, and the company has achieved this with the introduction of its new, context-aware, next generation ‘AVST Total Office Manager‘ — Atom. Atom brings new location-based services, federated presence, a multi-lingual speech interface, unified messaging and more to the workplace. “One of our main goals with the UC Summit is to show how to enable productivity,” noted Denny Michael, AVST’s Vice President of Marketing. “AVST’s innovative new Atom is sure to get people talking — the productivity benefits it brings to the knowledge worker are great proof points in conversations surrounding implementing UC.”

With total office and mobile capabilities, Atom significantly increases workplace productivity and keeps people connected — wherever the day may take them. UC Summit attendees can see Atom for themselves by visiting AVST on the show floor at the Estancia La Jolla Resort and Spa from April 28-May 1.

In addition to what the future holds, Myers will also share a real-life implementation in which one of the nation’s largest energy companies centralized and consolidated their mission critical voice applications with AVST across a multiple and disparate telephony infrastructure. With the resulting implementation spanning 150+ sites, this case study will demonstrate how AVST’s industry leading interoperability enabled the energy company to contain costs, achieve business continuity, minimize training and achieve sufficient scalability to meet the challenges of a complex, multi-site environment.

Presented by UC Strategies, the UC Summit is the only channel- and consultant-focused event for the Unified Communications industry. Covering UC applications, technologies, trends and challenges, the UC Summit offers attendees the opportunity to learn actionable best practices, strategies and tactics from leading vendors, UC pioneers and thought leaders. Keynotes, workshops, private focus sessions, and panel and roundtable discussions offer attendees countless options to learn, with plenty of networking opportunities.

For more information about AVST’s products, please visit the company’s website athttp://www.smartip.ca/AVST.htm.

Frost & Sullivan: AVST Global Enterprise Voice and Unified Messaging Award

We are pleased to announce that Frost & Sullivan has recognized our long-time partner AVST for the best-of-breed voice and unified messaging solutions that allow customers to retain their existing communications infrastructure and meet multiple demands of organizations.

Based on its recent analysis of all the top revenue generators of the enterprise voice and unified messaging market, Frost & Sullivan has recognized AVST with the Global 2012 Enterprise Voice and Unified Messaging Customer Value Enhancement Award. AVST enables customers to deploy voice and unified messaging products in the way that best fits their communications environments. AVST’s industry leading interoperability enables businesses to leverage their existing and future voice platforms, while simultaneously deploying next-generation unified communications (UC) mobile, voice and business process applications.

Smart IP is now fully certified and trained on Avaya Aura Workforce Optimization (AAWFO)

10-Apr-2013
Smart IP is now fully certified and trained on Avaya Aura Workforce Optimization (AAWFO)

Smart IP is the only independent partner in Canada who is fully trained and Avaya certified to install and service AAWFO!

You now have an alternative! Don’t get stuck with traditional telco’s, Smart IP is flexible and easy to deal with. We take care of our customers by providing fast response and delivery rates, so you can plan your next business goal.

AAWFO opens a tremendous opportunity for organizations to engage their employees and increase an overall productivity. It perfects business flow by allowing constant monitoring and analysis of potential growth opportunities and process simplifications.

Below are several important points on how to optimize operations and enhance customer experience:

• Deploy a single-provider, unified solution that combines contact recording, quality monitoring, eLearning, workforce management, speech and data analytics, and customer feedback functionality, helping your business generate additional revenue and increase profitability; improve staff productivity and performance; and optimize customer relationships

• Create a customer-centric organization by delivering first-rate service, consistently and cost-effectively, across different communications channels and locations

• Streamline processes, maintain consistent service levels and quality, and uncover valuable, previously undiscovered information through tightly integrated applications

• Obtain customer intelligence and competitive insight from multiple channels and use it strategically to make analytics-driven business decisions, enhance staff skills, foster customer satisfaction, and build competitive differentiation

• Securely record and store media in adherence to PCI-based security guidelines through optional encryption management functionality

• Increase staff satisfaction and retention by providing employees with input into their schedules and insight into their performance

• Leverage captured customer interactions to build a library of best practices for training your workforce, and perform assessments to gauge skill acquisition and knowledge retention

Smart IP can help you in many ways, whether it’s reducing costs and increasing revenues, meeting new demands and creating new ways to interact with customers, or enabling rich customer service flow. Smart IP provides solutions to meet the demands you experience in your daily business cycle.

Please contact us at (905)-759-2660 or info@smartip.ca to speak live with our knowledge experts and identify options available for you.

GlobalMed Selected for Membership in Avaya DevConnect Program

28-Feb-2012

Network of companies creates innovative, IP-enabled unified communications applications that extend the value of multivendor networks

Release:23 Feb 2012

SCOTTSDALE, Ariz. – GlobalMed, an industry-leading designer and manufacturer of telemedicine systems, today announced it has been selected by Avaya, a global provider of business collaboration systems, software and services, for membership as a Technology Partner in the Avaya DevConnect program.

GlobalMed is a real-time healthcare delivery system company that deploys state-of-the-art medical data and images to the cloud, providing access anywhere. GlobalMed has developed hardware, software and service solutions to enable leading healthcare professionals to be more effective in providing patient care, and more productive and efficient in managing patient information.

As a DevConnect Technology Partner, GlobalMed expects to deliver proven interoperability of their solutions with Avaya’s unified communications, collaboration and video portfolio, so that companies can provide access to healthcare with telemedicine. Telemedicine solutions help patients access healthcare professionals form their locations which can lead to better patient satisfaction, outcomes and lower costs. This includes easier access to specialists that are often not available to patients of smaller healthcare facilities or rural locations.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party solutions that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of capabilities – spanning collaboration, management, analytics, reporting and communications-enabled business process applications – helping joint customers extend the value of their collaboration and contact center investments and accelerate the speed at which their organization delivers true value to the bottom line.

“GlobalMed’s mission is to provide the platforms and tools that can make healthcare accessible anywhere, despite geographic barriers and the disproportionate number of specialists in underserved rural areas,” said Joel E. Barthelemy, Managing Director of GlobalMed. “As part of Avaya’s developer community, we look forward to working with Avaya’s secure and reliable network to achieve this goal.”

The Avaya DevConnect program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created a broad array of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, mobile and emergency notification services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.

Through the DevConnect program, Avaya provides companies with a wide range of technical education, access and support for many Avaya platforms and interfaces, often at no cost to Registered members. Technology Partners receive additional benefits in terms of in-depth, joint compliance testing activities and co-marketing support, based on their alignment with Avaya’s strategy and value offered to Avaya customers. DevConnect Technology Partners like GlobalMed must meet rigorous criteria for customer satisfaction, product support, business operations, marketing and sales.

“Avaya welcomes GlobalMed as a new Technology Partner in our DevConnect Program,” said Eric Rossman, vice president, developer relations, Avaya. “GlobalMed not only brings its proven telemedicine solutions to our community, but also the promise of new and exciting innovations aimed at improving healthcare worldwide.”

Membership information and a listing of solutions developed and tested under the DevConnect program are available at www.avaya.com/devconnect.

Source: Avaya

MobileIron Selected for Membership in Avaya DevConnect Program

28-Feb-2012

Network of companies creates innovative, IP-enabled unified communications applications that extend the value of multivendor networks

Release:23 Feb 2012

MOUNTAIN VIEW, Calif. – MobileIron, an innovator in enterprise management and security for mobile devices and apps, today announced it has been selected by Avaya, a global provider of business collaboration systems, software and services, for membership as a Technology Partner for mobile device management (MDM) in the Avaya DevConnect program.

MobileIron enables global companies to secure and manage devices and apps for today’s mobile workforce. Enterprise IT departments face a number of mobile challenges: they must support multiple operating systems, secure enterprise data on both corporate and employee-owned devices, develop Bring Your Own Device programs, and build and deliver mobile apps. MobileIron provides a scalable solution for mobile device management, security and enterprise app storefronts. As a DevConnect Technology Partner, MobileIron expects to deliver proven interoperability with Avaya’s unified communications and collaboration portfolio, so that companies can easily and securely deploy unified communications to mobile devices.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party solutions that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of capabilities – spanning collaboration, management, analytics, reporting and communications-enabled business process applications – helping joint customers extend the value of their collaboration and contact center investments and accelerate the speed at which their organization delivers true value to the bottom line.

“MobileIron technology enables customers to provision Avaya Unified Communications applications, network resources and security parameters on mobile devices,” said Ojas Rege, VP of Product, MobileIron. “We deliver Avaya software packages with ourapps@work storefront, and easily remove applications and data if the device is lost, stolen or removed from service.”

The Avaya DevConnect program currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created a broad array of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, mobile and emergency notification services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.

Through the DevConnect program, Avaya provides companies with a wide range of technical education, access and support for many Avaya platforms and interfaces, often at no cost to Registered members. Technology Partners receive additional benefits in terms of in-depth, joint compliance testing activities and co-marketing support, based on their alignment with Avaya’s strategy and value offered to Avaya customers. DevConnect Technology Partners like MobileIron must meet rigorous criteria for customer satisfaction, product support, business operations, marketing and sales.

“Avaya’s mobile collaboration solutions give business users access to every day communications in order to increase their productivity,” said Eric Rossman, vice president, developer relations, Avaya. “DevConnect Technology Partners like MobileIron provide enterprise IT with tools to secure and manage the apps and mobile devices.”

Membership information and a listing of solutions developed and tested under the DevConnect program are available at www.avaya.com/devconnect.

Source: Avaya

SGH Martineau Puts Clients at Heart of Communications Infrastructure With ShoreTel

28-Feb-2012

Unified Communications ensures availability, cost savings and flexibility for law firm

22 February, 2012 – ShoreTel® (Nasdaq: SHOR), the leading provider of brilliantly simple IP phone systems with fully integrated unified communications (UC), today announced that SGH Martineau, a significant UK law firm with offices in Birmingham, London and Brussels, has selected a ShoreTel UC system with ShoreTel Mobility to improve ease of access to fee-earners for clients, without sacrificing security or billable time capture.

Innovation is central to SGH Martineau’s business strategy, particularly as it embraces an extended team of clients, partners and staff following the merger of SGH and Martineau at the end of 2011. As fee-earners increasingly make client calls whilst on the move or from home, SGH Martineau recognised the need to provide a communications infrastructure that does not impinge on a client’s ability to reach fee-earners.

ShoreTel provides a single number, available on phones in the office, at home or via mobile, ensuring fee-earners are always contactable. In addition, ShoreTel’s mobility solution enables mobile calls to be routed over the corporate Wi-Fi network, saving an estimated 30 percent on mobile call costs annually.

SGH Martineau prides itself on its resilient, flexible and client facing IT infrastructure; its communications technology is no exception. ShoreTel is fully interoperable with the firm’s existing ecosystem – providing integration with Microsoft as well as time capture, document and matter management systems.

“SGH Martineau is similar to many multi-site, multi-practice law firms in that we grapple with the challenges of keeping our staff within easy reach of clients, without sacrificing on cost capture information,” commented Dean Hill-Jowitt, IT Director, SGH Martineau. “ShoreTel impressed with its ability to integrate with our current technologies, thanks to its open API and will now provide the firm with the ability to provide clients with a single number that directly links them with their contact or the relevant Personal Assistant.”

The firm worked with ShoreTel partner Proximity Communications on this project and plans to roll out ShoreTel in the first quarter of 2012, following a successful pilot during late 2011.

“We welcome SGH Martineau to our legal client community,” concluded Tom Perry, marketing director of EMEA at ShoreTel. “Law firms across the world are recognising the power of the ShoreTel UC system to improve client service, capture billable time and managed costs.”

Source: Shoretel

Lyrix, Inc. Selected for Membership in Avaya DevConnect Program

29-Dec-2011

Release:20 Dec 2011

NASHUA, NH – Lyrix, Inc., a leading provider of enterprise focused Software-as-a-Service (SaaS) communications solutions to small and medium businesses (SMB) and Fortune 1,000 companies worldwide, today announced it has been selected by Avaya, a global provider of business collaboration systems, software and services, for membership as a Technology Partner in the Avaya DevConnect program.
Lyrix, Inc. is the developer of Mobiso, a speech recognition based set of communication tools that lets users reach employees quickly and effortlessly from their corporate directory and personal contacts. By simply using voice commands, users can initiate phone calls, conference calls, and send email messages. As a Technology Partner, Lyrix Inc. expects to deliver proven interoperability of their solutions with Avaya’s unified communications portfolio while making speech recognition affordable and simple to deploy from the cloud.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of capabilities – spanning collaboration, management, analytics, reporting and communications-enabled business process applications – helping joint customers extend the value of their collaboration and contact center investments and accelerate the speed at which their organization delivers true value to the bottom line.

“Membership in Avaya’s developer community will help us build our business by serving customers more efficiently and effectively,” said Jeff Gardella, VP of Engineering & Support, Lyrix. “Building on Avaya resources and working more closely with the company to deliver compliance-tested solutions to the market, we are able to reduce network complexity, improve security and reliability, and speed time to deployment so businesses can quickly realize the benefits of the cloud-based Mobiso Speech Assistant.”

The Avaya DevConnect program currently includes thousands of software and hardware developer companies, integrators, service providers and customers.  Members have created a broad array of innovative solutions tested for Avaya compliance, including natural language speech recognition applications, mobile and emergency notification services, specialized computer telephony integration and reporting capabilities, and applications tailored for specific vertical industries.

Through the DevConnect program, Avaya provides companies with a wide range of technical education, access and support for many Avaya platforms and interfaces, often at no cost to Registered members.  Technology Partners receive additional benefits in terms of in-depth, joint compliance testing activities and co-marketing support, based on their alignment with Avaya’s strategy and value offered to Avaya customers.  DevConnect Technology Partners like Lyrix, Inc. must meet rigorous criteria for customer satisfaction, product support, business operations, marketing and sales.

“Technology partners like Lyrix, Inc. are helping Avaya expand the choices available for Avaya customers,” said Eric Rossman, vice president, developer relations, Avaya. “Lyrix’s speech recognition capabilities will help Avaya customers improve their users’ communications experience and productivity while reducing operational complexity and costs.”

Membership information and a listing of solutions developed and tested under the DevConnect program are available at www.avaya.com/devconnect.