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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 NORAD Calls on Avaya to Help Track Santa’s Sleigh Smart IP: Avaya Night in Canada Success! Avaya Acquires Aurix Avaya Introduces Collaboration

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.

NORAD Calls on Avaya to Help Track Santa’s Sleigh

29-Dec-2011

Release:15 Dec 2011

BASKING RIDGE, N.J. – This Christmas Eve, Avaya, a global provider of business collaboration and communications solutions and services, will help the North American Aerospace Defense Command (NORAD) and its volunteer Santa trackers answer the one question on everyone’s mind: “Where is Santa Claus?”
From 4 a.m. MST on December 24 through the early hours of Christmas on December 25, approximately 1,200 volunteer Santa trackers will staff the toll-free 1-877-HI-NORAD Santa hotline, fielding calls from children of all ages inquiring about Santa’s whereabouts. Last year, the NORAD Tracks Santa operations center at Peterson Air Force Base in Colorado received more than 80,400 calls on Christmas Eve from families around the world.

The operations center at Peterson Air Force Base uses Avaya’s real-time voice communications to help route and answer these important calls. Avaya Aura® software and hardware have been tested and certified by the Department of Defense Joint Interoperability Test Command (JITC) to ensure security and reliability for missions such as this — when failure is not an option.

The NORAD Tracks Santa program began in 1955 after a youngster dialed a misprinted telephone number for a Santa hotline, and instead reached a helpful commander at the Continental Air Defense Command Operations Center in Colorado Springs, Colo.

Quotes
“For over 55 years, NORAD has answered the phone calls of excited children from around the world and helped them track Santa Claus and his reindeer. Avaya is a long-time contributor to the NORAD Tracks Santa program and is proud to once again help NORAD deliver some magic and wonder for the holidays.”
— Steve Derr, vice president of DoD sales and sales engineering, Avaya Government Solutions

Additional Resources
• Website: NORAD Tracks Santa
• Website: Avaya Aura®

Smart IP: Avaya Night in Canada Success!

07-Dec-2011

On December 6, 2011 Smart IP hosted an Avaya Night in Canada event. The event was created to meet the demand and the interest in Avaya IP Office. While, being a great system for many organizations of any kind and size, Avaya IP Officebrings a great amount of features for many users.

Smart IP is glad to be a leading Avaya IP Office provider in Ontario and Canada with many successful stories from clients about how the system had helped them achieve their communications needs. With Avaya IP Office release 8 being around the corner (Avaya IP Office release date: December 12, 2011) we gladly look forward for all the new features and the benefits the system can bring to the clients.

Here is an independent overview of the event from Jon Arnold an independent telecom analyst – Read Here

Avaya Acquires Aurix

24-Nov-2011

Release:19 Oct 2011

 

Acquisition will enable Avaya to add speech analytics to Contact Center and Unified Communications

Phonetic audio search engine built on scalable, open architecture enables real-time and historical analysis of one-to-one or group spoken interactions

BASKING RIDGE, N.J. – Avaya, a global provider of business communications and collaboration systems and services, today announced it has acquired Aurix, a global provider of speech analytics and audio data mining technology. A UK-based company, Aurix is now a wholly-owned subsidiary of Avaya.

Aurix’s patented technology enables real-time identification, search and data mining of large volumes of audio and audio-visual material. Built on scalable, open architecture, the company’s applications integrate with Avaya Aura® as well as applications from other vendors. Aurix’s solutions help increase the efficiency and effectiveness of customer service and collaboration events, as well as support compliance requirements and expand business intelligence.

The technologies will be incorporated into Avaya’s Contact Center and Unified Communications portfolios.

Supporting Quotes:
“The value of document search engines is widely understood. There’s another dimension of data that is largely untapped, however, and that is the information exchanged through spoken interactions. Aurix’s technology will help enable Avaya’s customers to quickly find the interactions that can impact their ability to attain high customer satisfaction and increase revenue generation. The analysis of these interactions can drive enhancements in processes that advance their business objectives.”
Brett Shockley, Senior Vice President, Corporate Development, Strategy, and Innovation, Avaya

“Voice interactions represent a vast resource of untapped knowledge. Aurix has focused on building easy-to-use solutions to extract this intelligence to create competitive advantage. The combination of Avaya Aura and Aurix’s speech analytics solutions offer a number of opportunities to create business and customer value that we look forward to accelerating through this acquisition. Our common approach of using an open architecture and focusing on the user experience makes this a good fit for both of us.”
Peter Rogers, CEO, Aurix

“Avaya is bringing a robust set of analytic tools into its mainstream products that will add an important component to the quality of service that Avaya delivers to their enterprise customers and to their customers in turn.”
Dan Miller, Senior Analyst, Opus Research

Tags: Avaya, Aurix, Avaya Aura, unified communications, contact center, customer service, collaboration, audio search engine, speech analytics, audio data mining

About Avaya:
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world.

About Aurix:
Aurix is a global provider of phonetic speech search and analytics technology. Working with a network of technology partners, service delivery professionals and resellers, Aurix provides solutions that help improve efficiency and generate business intelligence.

Avaya Introduces Collaboration

24-Nov-2011

Release:16 Nov 2011

Avaya Introduces Collaboration-Ready Ethernet Switches for the Campus Edge
Avaya updates data networking portfolio with new additions to ERS 4000 series of stackable, collaboration-ready Ethernet switches
New models bring additional functionality including PoE+, flexible SFP+ uplinks and integrated field replaceable power supplies
Avaya ERS 4800 switches deliver future-ready support for advanced Avaya VENA technologies like network virtualization and wireless integration

BASKING RIDGE, N.J. – Avaya, a global provider of business collaboration and communications solutions and services, today announced an updated portfolio of future-ready Ethernet switches that will bring the capabilities of Avaya’s Virtual Enterprise Network Architecture (VENA) to the edge of the campus network.

Designed for collaboration, performance and energy efficiency
The new additions to the Avaya Ethernet Routing Switch (ERS) 4000 portfolio are designed to help enterprises optimize networks for communication and collaboration, and simplify the convergence of voice, video and data communications. They offer:

True plug and play capabilities for IP phones;
More power and faster data rates, through support for standard and enhanced Power over Ethernet (PoE and PoE+) and small form-factor pluggable (SFP/SFP+); and
Centralized authentication for all users and devices on the network—including support for “bring your own device” (BYOD) strategies—when used in conjunction with Avaya Identity Engines;

The ERS 4000 Series can handle up to five times more traffic, consumes up to 50 percent less energy, and provides a total cost of ownership that is up to 50 percent lower than competing solutions.1  Avaya Energy Saver functionality offers an additional 25 percent power savings by ‘dimming’ the network during off-peak hours. Avaya ERS 4000 switches feature high-performance Stackable Chassis technology, which delivers up to 384Gbps of virtual backplane throughput as the stack grows and new units are added. They also offer a virtual hot-swap capability that enables units to be replaced quickly and easily without impacting live traffic—simplifying edge operations and ensuring that the network always stays on.

Future-ready switching
The new Avaya ERS 4800 switches are designed to support future services needed for next-generation campus edge solutions, including advanced Avaya VENA capabilities such as network virtualization and wireless integration.

Avaya’s Virtual Services Fabric extends the reach of virtualized services from the data center to the campus edge, simplifying the network and making it more adaptive and reliable than what is available today. Highly efficient interconnections across the network allow enterprises to better meet the growing peer-to-peer traffic demands of collaborative applications like video. They also help ensure optimal performance for tasks like delivering data center-based desktop applications transparently to end users.

Wireless network performance is critical as enterprises increasingly shift from wired to wireless access and high-definition video applications become commonplace. Avaya’s Wireless Split-Plane technology decouples the control and data traffic, ensuring that wireless data takes the most optimal path across the network. This innovative technology can be embedded directly into the Ethernet switching infrastructure, reducing latency and increasing capacity and performance. Operating costs can be further reduced since it allows the reuse of common hardware, requires fewer network components, and optimizes scalability.

Quotes
“The new Avaya ERS 4800 switches offer a number of features that we have been looking for, from PoE+ and full EAPoL (Extensible Authentication Protocol over LAN) configurability, to redundant swappable power supplies and 10GbE capabilities. The green design and power saving features are icing on the cake. They fit our VoIP needs exactly.”
—Jeff Hardy, network and systems administrator, State University of New York at Potsdam

“We are delighted by Avaya’s continued investments across their networking portfolio, from high-end data center switches to feature-rich branch office access switches. The new additions to the very popular ERS 4000 range bring valuable hardware features and a wealth of software enhancements that allow us to continue to design cost-effective, feature-rich solutions for our enterprise customers.”
—Roberto Casula, technical director, Proximity Communications

“Avaya has managed to improve upon perfection in the ERS 4000 family. The new 4800 models provide superior performance, functionality and upgradeability, for a longer product life that helps cover my bottom line. And with the VENA features, I do not have to worry about being forced into a forklift upgrade. InfoBunker has been leveraging aspects of Avaya’s VENA architecture for years to deliver a robust and scalable solution for our customers while reducing network complexity. Unlike with switches from some other vendors, I know that the ERS 4800 will be able to support my network needs for the foreseeable future.”
—Jason McGinnis, president, InfoBunker

“The network has become the most scalable delivery platform for real-time applications and services such as video, VoIP and desktop virtualization. Delivering a consistent user experience to all users, no matter where they are in the corporation, puts new demands on the network to enable a seamless experience. Avaya’s latest VENA announcement enables this network transformation by extending the network fabric from the data center all the way to the campus edge. The new additions to the ERS 4000 series compliment the ERS 8800 and VSP 9000 to be the building blocks of an enterprise wide network fabric.”
—Zeus Kerravala, principal analyst, ZK Research

“Enterprises want data networking solutions that they can forget about. Solutions that make it effortless for them to connect new IP phones, secure new devices and users, and add more capacity. Avaya’s collaboration-ready ERS 4800 switches deliver these features to enterprises today. They also provide support for advanced Avaya VENA capabilities like network virtualization and wireless integration that will allow enterprises to simplify their networks and the deployment of next-generation applications and services in the future.”
—Steve Bandrowczak, vice president and general manager, Avaya Networking