Avaya announces new contact center applications.Avaya Avaya Inc. (NYSE: AV) is a S&P 500, global telecommunications company which specializes in enterprise telephony and call center technology. Formerly the Business Communications unit of Lucent Technologies, it was spun off on October 1, 2000. Inc. has announced new contact center applications to help organizations enhance customer service in a 24/7 world. The next-generation IP-based applications can seamlessly link a company's entire workforce to serve customers quicker, more accurately and more efficiently; this includes contact center agents, branch office employees and knowledge experts in any location. This ability is targeted at improving customer experience and agent productivity at a significantly lower cost of contact center operations. "We're we're Contraction of we are. we're we are leveraging people and processes across the entire enterprise, including branch offices, knowledge experts and call center agents--whether in a domestic, offshore or virtual call center," said Lawrence Lawrence. 1 City (1990 pop. 26,763), Marion co., central Ind., a residential suburb of Indianapolis, on the West Fork of the White River. It has light manufacturing. 2 City (1990 pop. 65,608), seat of Douglas co., NE Kans. Byrd, Avaya's director of communications Director of Communications is a position in the private and public sectors. The Director of Communications is responsible for managing and directing an organization's internal and external communications. applications. The new applications use intelligent communications to assist increasingly distributed businesses in connecting workers and processes with customers across the globe. New capabilities include the following: * Advanced Session Initiation Protocol (protocol) Session Initiation Protocol - (SIP) A very simple text-based application-layer control protocol. It creates, modifies, and terminates sessions with one or more participants. Such sessions include Internet telephony and multimedia conferences. It is described in RFC 2543. (SIP (1) (Session Initiation Protocol) An IP telephony signaling protocol developed by the IETF. Primarily used for voice over IP (VoIP) calls, SIP can also be used for video or any media type; for example, SIP has been used to set up multi-player Quake games. ) capabilities to accelerate the delivery of the correct information from the appropriate expert to customers calling at any time; * A new Web browser-based interface to allow organizations to more easily and cost-effectively deploy sophisticated multimedia contact center applications to agents anywhere; * Enhanced analysis capabilities to provide an easier way to apply business value to each interaction (such as profit per customer or revenue per agent) with greater detail; and * New survivability sur·viv·a·ble adj. 1. Capable of surviving: survivable organisms in a hostile environment. 2. That can be survived: a survivable, but very serious, illness. features to provide awareness of available resources in the event of network failures, to improve continuity across customer service operations. The new applications are part of the Avaya Customer Interaction Suite, which is composed of four categories: contact management, operational effectiveness, self-service and proactive contact. The suite is a key component of Avaya's family of IP-based MultiVantage Communications Applications. Numerous new software releases are within two of the categories: contact management, with highlighted features to Interaction Center 7.0, IP Agent 6.0 and Call Center 3.0; and operational effectiveness, with enhancements to Operation Analyst 7.0 and Call Management System 13. www.avaya.com [ILLUSTRATION OMITTED] |
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