News

Latest News

News

Avaya Sets a New Standard for Simple, Effective, Engaging Collaboration and Communications 4 Main Unified Communications Components and How They Help Achieve Business Results 8 Critical Unified Communications Features That Help You Succeed In Business Unified Communications and the Importance of Mobility Presence Avaya Boosts Security for Enterprise Mobile Collaboration Avaya Introduces Comprehensive and Affordable Video Collaboration Solution for Small and Midsized En 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’

Avaya Sets a New Standard for Simple, Effective, Engaging Collaboration and Communications

  • New software makes it possible to easily embed collaboration capabilities into other applications
  • Enhanced collaboration and communication platform provides a  comprehensive midmarket solution with the industry’s smallest footprint
  • New cloud service for enabling SMS text messages to any device takes mobile collaboration to the next level

Avaya unveiled a set of new software and cloud-based services designed to transform the way enterprises and organizations work. Avaya’s simple, intuitive solutions help employees to work more effectively, engage more easily, and make decisions faster so organizations can experience the advantages of a new age of collaboration.Today’s introductions are the latest developments in Avaya’s transformation: Six years ago the company began a  shift from a telecommunications company to a provider of mobile, open, scalable collaboration and communications solutions for companies of all sizes. These new offerings are part of the $2.5 billion investment in R&D made by Avaya during this time to reshape its portfolio for the future of collaboration.

Avaya makes it possible for companies and organizations of all sizes to begin collaborating in new ways. Avaya designed out the complexity from its software and cloud-based services so employees can get to work faster and to work smarter. Open platform technology in Avaya’s solutions removes many of the barriers that slow business innovation, customer service and revenue generation and allows employees and partners to act as a team whether they are mobile or in the office.
New software and cloud-based services simplify enterprise collaboration

The need to streamline the way people communicate and work spans companies of all sizes. Avaya’s new software and technology are earmarked for companies large to small. Avaya today unveiled:

  • Avaya Aura® Collaboration Environment: An all new software platform that dissolves the complexity of embedding collaboration and communications capabilities into business applications, making it possible to quickly develop creative new ways of doing business. For example, a healthcare patient monitoring system can automatically trigger a collaboration session between several doctors based on the vitals of a critical care patient that is being monitored 24×7.  As a result, new social, mobile or cloud-based collaboration capabilities can be added to business applications or processes generally without the cost and time previously required. (see separate release)
  • Avaya IP Office 9.0: The cornerstone of Avaya’s midmarket business collaboration portfolio, Avaya IP Office 9.0 offers increased scale, flexible deployment options, simplified management, and support for enterprise branch deployments. Avaya IP Office software extends Avaya innovation to the midmarket, delivering a seamless collaboration experience across voice, video, and mobility for up to 2000 users for the first time. With new virtualization capabilities, a feature-rich, collaboration and communication solution can typically be set up in under an hour. (see separate release)
  • Avaya Messaging Service (AMS): Real-time mobile collaboration and communications via the cloud for any size business, using any vendor’s platform.  SMS/text messages have typically operated as an application independent of enterprise communications – usually sent from one mobile device to another mobile device. Avaya Messaging Service extends SMS messages to and from smartphones, tablets, notebooks and desktop devices, thereby enabling one-number communications via text messaging.  By flowing the messages through a corporate network, AMS brings the same level of security, compliance and quality companies expect in email to the world of text messaging.
  • Advances to Avaya Aura: The engine behind enterprise communications and collaboration, Avaya Aura users can now easily support both cloud and virtualized environments with the addition of multi-tenancy and enhanced virtualization capabilities.  Additionally, customers can now support up to 10 different mobile devices from a single phone number, enabling people to connect on a wide variety of devices quickly and easily.
Quotes
“Today, teams are located all over the globe, trying to work on a variety of devices as they move between meetings or connecting flights. It has never been harder to physically come together, and at the same time expectations have never been higher.  Avaya’s simple, intuitive software and cloud-based services are designed to be effective, efficient and transparent so people can focus on the task at hand and not the barriers that are too often present in today’s business technology.”
Kevin Kennedy, CEO and president, Avaya

Source: Avaya

4 Main Unified Communications Components and How They Help Achieve Business Results

02-Oct-2013

Unified Communications (UC) is a set of solutions that provide various tools such as: instant messaging (chat), presence information, telephony (including IP telephony), video conferencing, call control and speech recognition with real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). The UC platform can be divided into several parts that can be used cohesively or stand-alone. Nevertheless, the majority of clients interested in UC solutions choose to implement the full UC suite to improve their organization’s productivity. It is to the customer’s advantage that some major UC manufacturers such as AVST adopt a corporate philosophy of developing solutions to cater to a large audience. This vision allows the development of products that permit clients to scale and add tools as they grow or identify the need for a specific UC component.

There are four major components of UC: Mobility, Voice, Business Process and Interoperability. Each of these components plays a major role in defining the need and the value for the organization. Companies who deploy UC solutions are not required to implement 100% of what is available and can choose to implement “a la carte” based on  their budget and network capability. Modern unified communications technologies deliver easy to deploy, out-of-the-box packages that do not restrict you to one vendor and permit connectivity to multiple PBX and IP telephony manufacturers. Learn more – Free Webinar.

1. UC Mobility: Identifying the Business Challenges for Mobility

Unified Messaging in an Evolving IT Environment

  • Unified messaging can deliver a diverse e-mail system, and can be both premise-based and public cloud based. It also can offer flexible storage options to enhance your organization’s security and integration compliance objectives.

Improve Mobile Workers Connectivity and Productivity

  • This component offers a Personal Assistant function with advanced features that help manage business communications efficiently. The Personal Assistant function can be used in hands-free, eyes-free mode while driving or in visual mode while in a meeting.

Hands-Free Communications

  • AVST has pioneered an intuitive voice recognition interface that has been in the market for more than 15 years. Simply saying, “Get new messages,” or “Call John Smith,” for voice-activated hands-free, eyes-free communications will allow users to interact through the device.

Securely Support Employee Owned Mobile Devices

  • Mobile security risk is a hot topic for many organizations. To overcome this threat, all business voicemails, contacts and call logs reside on the company’s voice infrastructure rather than the employee’s personal mobile device. This eliminates the danger of data leaks and/or other security breaches, while supporting the trend to BYOD.

Unify Fixed and Mobile Phone Networks

  • This is the ability to manage communications through the company’s voice infrastructure in order to provide mobile number protection, single number reach and a single mailbox. In addition, this feature enables savings on roaming fees and decreases high costs from international calls.

2. UC Voice: Identifying the Business Challenges for Voice

Unified communications is not always an open, plug and play, out-of-box solution. Although it has a simple and robust structure, it still depends on existing setup and network allowances. In some cases, in order for organizations to realize the full potential of their existing infrastructure and optimize future investments, they must be able to overcome some network infrastructure challenges to have a full present and future proof system.

Migrate Your Legacy Voicemail System

  • The “process” of the migration itself, is one of the major hurtles in transitioning from legacy technology to a UC platform. Although it can strike fear in the eyes of some IT personnel, it is one of the most flexible factors to manage. AVST’s solution seamlessly connects to multiple PBX and IP systems while mirroring the same functionality available on the legacy system. This permits IT departments to leverage new exciting technology while allowing organizations to save on user retraining. This also permits the retention of legacy PBX until budget to evolve to VoIP or IP is affordable.

Prepare for the Cloud

  • There are several approaches that are available on the UC platform: private cloud, public cloud, or a hybrid of the two to meet the organization’s IT initiatives, vision and architecture.

Centralize and Consolidate Voice Applications

  • When organizations decide to pursue the development of data centers in support of private cloud initiatives, the typical UC solution tackles three critical IT objectives: scalability to meet changing corporate business requirements; business continuity; and virtualization for efficiency and ease of data centre management. It creates a positive environment for cloud expansion and delivers streamlined communications between the implemented components of unified communications.

Support for Disaster Recovery and Business Continuity Initiatives

  • UC sets a new benchmark in reliability by combining high availability, remote disaster recovery, and virtualization deployment options to the enterprise. In addition, it optionally provides enterprise-class reliability and scalability for business critical applications.

Migrate to Network-Based Faxing

  • Another benefit is the resultant increased efficiency, flexibility and security to faxing and electronic document handling.

3. UC-Business Process: Identifying the Business Challenges for Business Process

While individual and group productivity continue to be the focus of UC implementations, the growing trend today is in enabling organizations to improve business process efficiency. By enabling customers to integrate communication with information, human latency is reduced and productivity is accelerated.

Learn more about the power of the UC platform – Register for Webinar

Automate Customer Notification

  • Easily manage outbound calling campaigns with sophisticated outcall notification capabilities. With notification features, you can record and deliver messages, appointment reminders, schedule changes and emergency notifications more efficiently than ever before.

Provide Information Access Around the Cloc

  • Accelerate the flow of information to your customers who expect 24/7 access to information and services such as checking account balances, paying phone bills, accessing event information, or scheduling appointments.

Enable Click-to-Call for Business Applications

  • Eliminate the tedious work of placing calls with Click-to-Call by integrating database content and voice solutions. This feature enables users to quickly communicate with others with just one click of the mouse.

Web Portal Communications

  • Enhance your company’s web portal to provide convenient access to corporate voice and fax messages. Presence application means turning contact information into communication by adding Click-to-Call to the corporate directory. Minimize the time to connect by utilizing user availability information to place calls to the right device on the first call.

Rapidly Create Custom Applications

  • This feature allows you to design your own custom applications to fit the specific needs of your organization. Applications can be developed using UCConnect, a Microsoft .NET open development framework. UCConnect leverages the extensibility of the UC platform to rapidly create unique custom applications. Core technology includes telephone call management, voice, fax and text messaging, database queries and updates, text to speech conversion, and audio announcements.

4. UC-Interoperability: Identifying the Business Challenges for Interoperability

Interoperability is key for any successful UC deployment. By participating in our webinar you’ll discover how UC solutions can help you realize the full potential of your existing and future infrastructure. No matter what challenge you face, there is a solution element that can solve it.

Interoperability in Your Multi-Vendor IT Landscape

  • A fully capable advanced UC solution seamlessly allows integration with all the major PBX systems, e-mail, presence engines and business applications. You will reap the benefits today by leveraging your existing investments and unlocking the full power of your communications landscape.

Deploy Unified Communications/VoIP at Your Own Pace

  • As enterprises planning to deploy VoIP over time, there is still a requirement to support hybrid TDM PBX/Centrex/IP-PBX environments. This application is your bridge to pure Voice over IP deployments, enabling the natural evolution of your communications.

Avoid Single Vendor Lock-in at the Initial and more Importantly the Future Stages

  • AVST’s UC product enables the flexibility to interoperate with other third-party Unified Communications vendor solutions of choice. Unlike virtually every other UC suite, this solution does not constrain customers with a single vendor lock-in approach. In fact, it’s the very opposite. The applications are built on open standards, providing the flexibility to round out your Unified Communications deployment with best-of-breed solutions.

To deliver more information about Unified Communications solution, network requirements and other important UC features we are hosting a free 45-minute webinar on Thursday, November 7, 2013 at 11:00am.

8 Critical Unified Communications Features That Help You Succeed In Business

02-Oct-2013
Today, long hours, hard work and the “on-the-road” culture has become the norm in the business world. Numerous organizations from publicly traded corporations to SMB’s feel the increasing pressure to work smarter, faster and with more creativity on every front. The objective is to make the best decision in the shortest time period while utilizing minimum resources for the project of the day.

From the beginning of its development, the main goal of a unified communications (UC) solution was to increase productivity, maximize the end user’s ability to connect to the business world, and to provide access to messages on the go in the synchronized rhythm of the professional’s day. Unified communications has evolved since its inception, and now, these capabilities are there to meet these many needs.

Within the unified communications space, the complexity of the organization becomes somewhat irrelevant, as UC is built to bridge the differences. In one way or another, the typical organization has some sort of UC component that helps them unify messages, whether it is voicemail to email, fax to email, automated attendant or other UC features. The historical problems that numerous organizations experience across the globe are the same: lack of ease of use, difficult deployments, questionable reliability and poor cost effectiveness. Now, the best UC solutions provide an out-of-the-box set that utilizes the full suite of UC features that enable companies to work and respond more efficiently.

Many decision makers do recognize the need for a true UC solution; unfortunately they don’t know what components or features they should consider or why they are crucial to the company’s success. In this post we’ll go over 8 UC features that enterprise level companies must have to enable success in today’s corporate environment. Let’s start!

1. Unified Messaging – This is one of the most important features that any robust UC platform must have. A solid UM feature has several main components:

  • Ability to deliver unified messaging to multiple e-mail systems (premise-based and cloud) including Google Gmail, Microsoft Outlook and Office 365, Lotus Notes, Novell GroupWise and any IMAP4 compliant e-mail system
  • Support multiple e-mail servers simultaneously
  • Integrated e-mail, voicemail, and fax into a single view
  • Access via mobile device, e-mail client, web interface, speech or DTMF telephone
  • Flexible storage model options to meet organizations security, compliance, and confidentiality needs; Server-based unified messaging, Client-based unified messaging, Secure unified messaging and Simplified unified messaging
  • Voicemail-to-Text
  • Text-to-Speech
  • Localized desktop clients

2. Speech Recognition – even from its early introduction, speech recognition became one of the most important features for the unified communications platform. It provides the ability for users to access an inbox on-the-go without limitations or a loss of productivity.

Key Benefits

  • Keep up with all voice, e-mail, fax messages and calendar anytime from anywhere – such as in the car, airport or hotel
  • Focus on profitable tasks rather than administrative call handling and unproductive rounds of phone tag
  • Access inbox and manage calls, by speaking commands to:
    • Access your messages (“Get new messages”, “Get new email”)
    • Navigate your message queues (“Next message”, “Previous message”)
    • Process your messages (“Delete message”, “Forward message”, “Reply to message”)
    • Place calls to other system users (“Call Smart IP”)
    • Place calls directly to phone numbers (“Dial 905.759.2660”)

3. Personal Assistant – helps you get through the day by fulfilling your communications and mobile needs. There are a very limited number of vendors who can provide this feature at an affordable price point while delivering true robust UC elements. This information will be expanded on during the upcoming webinar, register today!

This feature can be delivered in two ways:

  • Visual View of Personal Assistant on Android or iPhone
  • Speech-Driven Personal Assistant on Any Device

Some key benefits and features of Visual View Assistant:

  • Mobile Number Protection
  • Single Number Reach
  • Place, Receive and Manage Business Calls
  • Visual Call Screening
  • Visual Access to Enterprise Voicemails
  • Settings Management

Some key benefits and features of Speech-Driven Assistant:

  • Listen to, create, change, or delete meetings and appointments
  • Accept or decline meeting requests from others
  • Call and manage contacts
  • Route calls to the most appropriate telephone based on location and availability
  • Missed calls notification
  • Interactive call screening to divert an incoming call to another person, or acknowledge a call with a brief message that is played to the caller before they are transferred to your voicemail
  • Transfer calls from mobile phone to office phone and vice versa
  • Record a conversation

4. Presence (Location, Context-Aware, Information) – this component enables a location-based service that knows when you’ve arrived at the office, reached home or are anywhere in-between — and will deliver your calls to the optimal device. It is truly one of the unique features as it helps to reduce time between the caller and receiver of the call. This increases employee productivity and customer satisfaction as the individual is able to get the call at the moment of customer’s need.

5. Mobile Client and Mobile Administration – it used to be that applications only allowed you to have a limited set of communication features and even less administration features on the mobile device, however it is not the case anymore. A true UC solution now has full access to numerous administrative and user operations that make your day on the road as seamless as if you were at the office.

6. Segment Personal and Professional Workflows – Wouldn’t it be ideal to carry one mobile device instead of separate devices for your business and personal use? With proper mobile applications, you can efficiently manage business communications, leaving your device’s native applications to manage your personal communications. A UC mobile app helps you securely manage inbound and outbound calls, contacts, voice messages, and personal preferences, while keeping all business communication data off of your device.

7. Multilingual – a unique feature that allows you to have various language modules integrated to the system for various regional or cross country activities and language recognition.

8. Secure Access to Corporate Data – security is a hot topic for all organizations regardless the size, complexity or type of activity. Securing data is a key component for unified communications settings as messages get transformed from one device, client, or tool to single or multiple devices. Well-designed UC facilitates all business data securely on application servers behind the protection of the firewall. In addition, it allows single or mixed unified messaging architecture for various needs: Server-based Unified Messaging, Client-based Unified Messaging, Secure Unified Messaging, and Simplified Unified Messaging.

Unified communications is critical for many organizations. It’s crucial to do proper research analyzing the importance of UC elements to the company; feature set, ease of deployment, backbone limitations, requirements, process flow, provider limitations, delivery methods and many more important components.

To provide you with more information we are hosting a 45-minute educational webinar, which will be focused on numerous must-know aspects of the unified communications solution. Our mission is not to confuse and overwhelm you with info, but to simply provide solid in-depth and easy-to-digest material that is helpful to anyone interested in learning more about the benefits of unified communications.

Unified Communications and the Importance of Mobility Presence

02-Oct-2013

Mobile telecommunication technology brought a revolution to the way we communicate today. It strongly intervenes with both personal and work lives. In today’s world we are more mobile than ever before. Businesses can rapidly connect with clients, vendors, partners and other parties. Modern organizations striving for success face a challenging environment and must quickly adapt to the ever-changing business field. Mobility presence is an important component for many organizations that want their workforce to be highly productive and available seamlessly throughout the day.

 

Luckily many organizations heavily rely on the unified communications solutions with numerous functionalities that solve simple and complex business communication needs, while delivering unified messaging (voice, fax, and email) for all or selected staff, depending on their needs. UC users can easily access their voice mails and fax messages from their email inbox on their laptops and desktop computers, as well as use their telephone to listen to e-mail messages played back via text-to-speech. One of the main purposes of UC is to allow users to manage their messages regardless of the device. A reliable unified communications can also provide your mobile workforce with a virtual desktop via hands-free mobility applications, such as contact dialing, calendar access, message management, and find-me/follow- me service all supported by easy-to-use voice commands.

A part of mobility presence technology tracks an employee’s location and knows where to deliver messages when needed, whether it’s on the road, office or client meeting. UC also means that every time a new message is received, you are immediately notified via e-mail, pager, phone call, or SMS text message. In basic terms mobility presence simply means that user is available and can be reached almost any time and at any location. It is a solid application that is packaged into UC solution and is used by numerous businesses across the world. To learn more register for – Free Webinar

 

Trends and Stats

 

Presently, many organizations follow the BYOD trend allowing their employees to bring and use their personal devices for business use. In general terms it allows users to be more productive and have a preferred choice of device when deciding what is more convenient for them to use at work. With rapid changes in both telecommunications and IT industries new trends emerge regularly. Companies are now seeing a new drift that comes along with BYOD and is very similar, BYOA or Bring Your Own Application.

 

 

With more and more applications being developed every day, end users have a massive choice of applications that suite their personal and business needs. Many organizations are now developing their own internal applications that run natively on user devices in order to secure company’s internal infrastructure and data while allowing user productivity. Unified communications applications allow secure and protected environment for organizations that want efficient communications tools.

 

Benefits

 

There are multiple benefits that UC and Mobility Presence application can deliver. UC is a rich set that enables mobile workers to increase productivity and reachability.

 

Below are several UC benefits that enable mobile workers to:

 

  • Flawlessly convey desk phone features to the mobile device
  • Seamless access UC features across all communications devices
  • Protect and separate business and personal communications
  • Use personal device to work on business projects while safeguarding business identify

 

Importance to Business

 

Unified Communications is now in the huge demand. No wonder thousands of businesses choose to implement a powerful solution to respond to the market needs, as well as to satisfy business requirements. Unified Communications delivers Mobility Presence, which in turn is important to the business flow and organization productivity. Here are four reasons why it is important to your business today:

 

  • Synchronized single inbox. Unified messaging is made to deliver various types of messages to a single inbox, which permit users to access them on their mobile gadgets. Using single inbox decreases time spent on accessing messages and switching between various devices, allowing easier administration and inbox maintenance.

 

  • Efficient communication and personal assistant. Synchronized inbox means that users can communicate efficiently by having access to all communications. Personal assistant is a “Siri-like” service that enables live interaction with the mobile device. This feature allows hands-free access to the inbox, calendar and other applications installed. Users can simply say “Call John Smith”, “Schedule an Appointment”, “Check My Calendar” and other voice-enabled commands to continue the effectiveness of communications.

 

  • Flexible architecture. The architecture is made to be as flexible as possible, permitting organizations to choose how they want to deploy and use Unified Messaging. The solution lets administrators to implement any type and combination of Unified Messaging as well as to mix Unified Messaging and traditional voice mail users on the same system, via simple configuration changes. The solution supports all four of the popular Unified Messaging architecture types; Server-based Unified Messaging, Client-based Unified Messaging, Secure Unified Messaging and Simplified Unified Messaging.

 

  • Presence. A unique innovation of UC technology is the real-time presence interface, which allows you to view the availability of all other users and their communication preferences. This cuts wasted time tracking down available users and leaving messages. For example, a customer support specialist can use the presence application to identify an available expert qualified to answer a particular customer question.

To learn more about the Unified Communications and Mobility Presence 

Avaya Boosts Security for Enterprise Mobile Collaboration

13-Aug-2013
Avaya recently announced new security enhancements for enterprise collaboration, designed to protect today’s increasingly distributed businesses that have remote, home-based and mobile employees around the globe. The new release of Avaya Session Border Controller for Enterprise (SBCE) provides organizations with a simple, flexible and cost-effective solution to secure Session Initiation Protocol (SIP)-based applications across networks, enabling workplace collaboration to remain productive and protected from any location.

The Avaya SBCE helps companies more effectively manage ‘Bring Your Own Device’ (BYOD) strategies—where employees use a single device for both work and personal use. This is essential as companies face mounting threats from Denial of Service (DoS) attacks, viruses, configuration errors—along with the need to meet security compliance guidelines—as mobile collaboration continues its rise in the workplace. Key capabilities of the Avaya SBCE include:

•    Enhanced security for mobile collaboration is provided through new Avaya SBCE support for the Avaya Flare® Experience on Apple iPad* devices, as well as for Avaya one-X® Mobile applications on iPhones. By securing wireless unified communications (UC) over public data networks, workers have protected access to mobile UC capabilities (including instant messaging (IM), presence and video), helping to ensure privacy when using a mobile device.

•    VPN-less capabilities improves convenience for employees accessing rich UC functionality and simplicity from a remote location. Now, users can have a secure, business-dedicated deskphone or softphone that automatically authenticates to one IP address on a single SBCE, without connecting to a virtual private network (VPN). This approach reduces operational costs by eliminating the need for a VPN and optimizing IP address usage.

•    Secure SIP trunking and SIP-based remote worker applications enable companies to gain the benefits of SIP with greater protection. SIP extends rich UC features to distributed workers in a more efficient way, using an open standards approach to drive flexible architectures. This provides a safer way for employees to use presence, IM, voice, cloud-based services and other SIP-powered applications on multiple devices. As companies evolve their collaboration, the Avaya SBCE secures SIP traffic going in and out of a network.

Teleperformance Secures Their Place in the Collaboration Era

An organization that selected Avaya SBCE to secure collaboration is Teleperformance, a leading provider of outstanding customer experiences and contact center operations. With more than 138,000 employees across 260 contact centers in 46 countries, Teleperformance requires a sophisticated solution that can handle large volumes of calls with maximum security. The Avaya SBCE helps them achieve this in a cost-effective way, while maintaining high customer satisfaction. It enabled them to integrate with client networks easily and securely, protecting client and customer conversations, as well as overall call flow. Additionally, the Avaya SBCE significantly reduces the number of public resources (i.e. address space) that Teleperformance exposes, a key benefit that helps combat hacker attacks and other security breaches. The Avaya business partner for Teleperformance was Sunturn.

Executive Quotes:

“Customer service is at the heart of what we do, and as a leader in outsourced contact center services, our clients count on us to ensure superior functions and secure service. The Avaya SBCE delivers this, and does so with an eye towards cost-savings. We can reduce our hardware expenses, simplify implementations, and use fewer resources, saving us time and money. Avaya SBCE is critical in helping protect our network, while delivering the cost-saving benefits of SIP trunking.”

–Richard Blake, manager, IT Telecom, Teleperformance

“The Avaya Session Border Controller for Enterprise makes sense for businesses, as SIP connectivity grows and security becomes a critical requirement for BYOD implementations. As more companies deploy UC interfaces on smartphones and tablets, the VPN-less capability found on the Avaya SBCE will enable businesses to simplify, speed and ultimately increase collaboration across a remote workforce.”

–Diane Myers, principal analyst, Infonetics Research

“Advancements in enterprise collaboration are taking off, and with an Avaya Aura platform in place, businesses can accelerate their own collaboration evolution with speed and simplicity. But with threats to networks on the rise, the need to take action on security is essential. The Avaya SBCE brings the rock-solid security needed to ensure business collaboration and mobility initiatives are strengthened and protected against those with malicious intent.”

–Gary E. Barnett, senior vice president & general manager, Collaboration Platforms, Avaya

Additional Information:

•    51 percent of IT and IT security practitioners said their company experienced a data breach due to insecure mobile devices (smartphones, tablets laptops); 60 percent have seen a jump in malware infections over the past year due to insecure mobile devices.1

•    While 74 % of companies are very or extremely concerned about loss of company or customer data via mobile devices and 70% are highly concerned about mobile malware infections, more than half of firms with company-provided mobile devices have not installed security on their smartphones or tablets.2

•    According to IDC, tablets and smartphones will grow another 20% in 2013, with smart mobile devices as a whole representing 57% of the IT industry’s overall growth.3

•    This is version 6.2 of Avaya Session Border Controller for Enterprise, globally available in calendar Q2, 2013. A customized version is also offered for small and mid-size enterprises. For more information, visit here.

1Source: Global Study on Mobility Risks by Ponemon Institute LLC, sponsored by Websense, February 2012.
2Source: Webroot Study: Mobile Threats are Real and Costly
3Source: IDC Predictions 2013: Competing on the 3rd Platform, November 2012, Doc #238044.

Avaya Introduces Comprehensive and Affordable Video Collaboration Solution for Small and Midsized En

  • Avaya Video Collaboration Solution for IP Office combines desktop, mobile and HD room system capabilities with rich data collaboration
  • Easy to deploy and easy to use, designed for Avaya IP Office, and provides HD experiences even on low bandwidth connections
  • Provides exceptional value with an all-in-one solution that helps SMEs improve productivity and efficiency and enhance customer interactions
Avaya (InfoComm13 booth no. 1859) announced the Avaya Video Collaboration Solution for IP Office, an all new video collaboration solution designed specifically for the small and midsize enterprise segment (SME).  The Avaya Video Collaboration Solution for IP Office provides simple, affordable yet comprehensive desktop, mobile and HD room-system video collaboration capabilities. Avaya IP Office is the company’s flagship unified communications solution for small and midsize enterprises.
According to research firm IDC, 30 percent of midsized firms are currently using some videoconferencing resources beyond simple webcams. Intentions are at roughly the same level, which sets the stage for significant growth – the number of small and midsized firms using video collaboration could potentially double in the next 12 months.
The Avaya Video Collaboration Solution is unique in its ability to deliver BYOD (Bring Your Own Device) and HD room-system capabilities in a single, highly affordable and easy to deploy solution for SMEs. It delivers rich collaborative capabilities that help increase productivity, enhance customer service, and lower the overall cost of doing business.
The Avaya Video Collaboration Solution offers the following features:
  • Direct integration including a common dial plan with Avaya IP Office Version 8.1.
  • A “virtual conference room” for up to eight participants with click-to-join capabilities from any standards-based room system, desktop or mobile device.
  • Freely distributed desktop and mobile video clients for PCs, Macs and the most popular iOS and Android devices – enabling those inside and outside an organization to easily join a video meeting.
  • Low-bandwidth, HD multi-party video conferencing and rich data collaboration via native SIP/H.323.
  • The collaboration solution can also be deployed in an HD video conferencing room system configuration for maximum flexibility and value.
  • Automatic firewall traversal allows SMEs to engage with participants outside their network, enabling face-to-face meetings with customers and partners to help strengthen business relationships.
Supporting Quotes

“We now have Avaya video solutions in every office – London, Nashville, New York, Los Angeles and Toronto – and our agents also use video while on the road, which is necessary in an industry where travel is a job requirement. Avaya video significantly enhances our ability to interact amongst colleagues, with musicians and with partners, and it adds a powerful new dimension to international calls. We tried other video solutions, but they just did not even compare to the high-quality and flexibility of Avaya’s technology. With Avaya’s simple, cost-effective and rock-solid video solution, our ability to share information and make fast, smart decisions is better than ever.”
–Howie Gold, CIO, The Agency Group
“Small and medium-sized businesses are looking to enhance productivity and improve their capabilities in an increasingly competitive marketplace. Video collaboration advances both of these goals by helping streamline internal discussions and strengthening external relationships with partners, suppliers, and customers. The challenge has been in finding an affordable solution with enterprise-grade capabilities, one that can also ‘play well with others’ to work effectively in diverse environments. The Avaya solution addresses these key SME needs while also providing the platform delivery preferred, whether through a mobile device, PC desktop, or high-definition conference room solution. Firms can extend video to outsiders with relative ease plus insure that the video resources can be they invest in today will be able to grow with them to continue adding value tomorrow.”
–Ray Boggs, Vice President, Small/Medium Business Research, IDC

“In a recent third-party report IP Office was recognized as the leading UC solution for small and mid-sized enterprises based on TCO, maintenance requirements and ease of deployment. By adding high-quality video collaboration capabilities to IP Office, we are raising the bar in terms of what customers should expect from their vendors. No one in the market offers a more comprehensive UC solution specifically designed for SMEs in the areas of features, simplicity, and affordability.”

–Mark Monday, Vice President, Product Management, Collaboration Platforms, Avaya

Source: Avaya

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.