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Corporate & Mid-Market
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ACM (Definity/MultiVantage/Avaya
Communications Manager)
 Avaya™
Communication Manager (formerly Avaya
MultiVantage™ Software) seeks to solve
business challenges by powering voice
communications and integrating with
value-added applications. Avaya
Communication Manager is an open, scalable,
highly reliable and secure telephony
application. It provides user and system
management functionality, intelligent call
routing, application integration and
extensibility, and Enterprise Communications
networking.
Avaya Communication Manager is the
centerpiece of Avaya Next Generation
Enterprise Class IP Solutions (ECLIPS).
Running on a variety of Avaya Media Servers
and providing control to Avaya Media
Gateways and Avaya Communications Devices,
Avaya Communication Manager can be designed
to operate in a distributed or networked
call processing environment.
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Media Servers & Media Gateways
Avaya
Media Servers and Avaya Media Gateways work
together with Avaya MultiVantage Software
and Avaya™ IP Telephones to deliver the many
advantages of IP telephony over an existing
enterprise data network. Using a single
network to handle both voice and data
communication can save your customers time
and money by simplifying network
administration and eliminating the need to
buy and maintain two separate networks.
Sending voice calls over their data network
can reduce public network long distance
charges-a particular advantage in
international calling. In addition, because
these hardware components adhere to widely
accepted standards, they make it easier to
deploy applications such as unified
messaging and customer relationship
management across a multi-vendor data
network. Their compatibility with the most
popular application program interfaces
encourages third-party developers to create
useful new applications. |
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Media Servers
 Avaya
Media Servers make telephony applications an
integral part of an enterprise data network
infrastructure. Running Avaya's advanced,
field-proven MultiVantage software, these
servers, equipped with industry-standard
operating systems, distribute call-handling
capabilities and more than 525 telephony
features across diversified multi-protocol
networks. Customers can choose the server
best suited to meet their communication
needs, from a small office to a large
location supporting 12,000 IP endpoints. |
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Media Gateways
 Avaya
Media Gateways support voice and signaling
traffic routed between circuit-switched and
packet-switched networks. They support all
of the applications and adjuncts proven in
use with the Avaya DEFINITY® Enterprise
Communications Servers, accommodating call
center and customer relationship management
applications, messaging, remote workers,
remote offices and road warriors. Avaya
Media Gateways work with standards-based
data networks and easily connect with the
Public Switched Telephone Network. |
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Call Center/CRM Capabilities
Avaya™ Call Center (formerly called the
DEFINITY® Call Center) provides a fully
integrated telecommunications platform that
supports a powerful assortment of features,
capabilities, and applications designed to
meet all of your customers’ call center
needs.
Avaya Call Center, part of the Avaya
MultiVantage™ Call Center solution family,
provides a robust solution for Avaya
customers’ sales and service needs.
Customers can select from a powerful
assortment of features, capabilities, and
applications specially designed to enhance
call center operations.
New in this release, Avaya Call Center adds
increased capacity to handle agents with
multiple assigned skills—up to 3,000 agents
with 20 assigned skills each, or six times
previous capacity. Increased trunk and trunk
group capacities allow contact center
installations to handle larger call volumes,
consolidate resources, and increase
connectivity options. A higher number of
available announcements provide more
flexibility in creating and managing
vectors. The number of Avaya Best Service
Routing (BSR) application plans has been
doubled to 511 plans in this release, giving
customers more flexibility for setting BSR
configurations and providing enhanced
options for balancing loads across multiple
sites. BSR signaling—using QSIG Temporary
Signaling Connection—helps eliminate the
need for costly processor boards and
preserves bearer channel bandwidth. Expanded
seven-digit dial plans provide greater
flexibility for large contact centers; more
extension numbers and support for numbering
plan consistency across the enterprise.
The Avaya Call Center is built upon proven
and innovative automatic call distribution (ACD)
technology that offers a suite of call
routing capabilities designed to help a
company’s agents handle calls more
effectively and to boost their call center’s
overall level of productivity. Customers can
choose whether calls will go to the least
busy agent, the first available agent, or
the agent with the skills needed by a
particular customer.
The Avaya Call Center supports up to 5,200
agents and provides a powerful array of
features customers can tailor to their
individual needs. For multiple call center
locations, Avaya™ Virtual Routing helps
customers balance call loads across their
locations, by analyzing demand and directing
each call to the location best able to
handle it—for example, based on call volume,
waiting time in queue, or the time of day.
By creating this “virtual” call center
environment, customers can help their agents
or call centers share the workload during
their busiest times or, if they have centers
in different time zones or countries,
effectively extend their operating hours.
And because the routing is transparent to
callers, all they’ll know is that their
calls are being handled promptly.
Avaya Call Center call vectoring enhances
ACD operation by letting customers fine-tune
their call routing to balance call loads,
and improve customer service. It allows
customers to dynamically adjust how calls
are routed to each split or the entire call
center, based on parameters such as the time
of day, day of the week, number of agents,
number of waiting calls, time in queue, or
speed of answer. In addition, call vectoring
supports a wide range of options that use
information about their callers such as
Automatic Number Identification (ANI) and
Dialed Number Identification Service (DNIS)—supplied
by intelligent network services or by the
callers themselves—to route calls to the
most appropriate destination.
Avaya Call Center is fully integrated with
the Avaya INTUITY™ AUDIX® voice messaging
system and the Avaya™ Interactive Voice
Response system, as well as the entire suite
of Avaya Customer Relationship Management
products. |
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Basic Call Management
Avaya Basic Call Management Reporting
Desktop is a software client/server
application with a graphical user interface
(GUI) that helps you monitor the status and
performance of your call center. With the
Avaya Basic Call Management Reporting
Desktop, you may tap directly into all the
call data that is collected by your DEFINITY
system and send that information to multiple
desktop PCs. Avaya Basic Call Management
Reporting Desktop lets you set up levels of
thresholds for acceptable performance and
alerts you with warnings-either audible or
visual, on a supervisor's PC-when those
thresholds have been reached. For example,
you can have the system alert supervisors
with visual warnings-yellow for "caution"
and red when the number of calls waiting
reaches maximum allowable levels. Once
alerted, supervisors can have more agents
log in. Or they can display the warnings on
an optional Avaya wallboard to alert agents
themselves to changing call center
conditions. |
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Call Management Systems
Avaya™ Call Management System (CMS) provides
the information and management tools
customers need to monitor and analyze the
performance of their contact center
operations, showing where improvements are
needed and where to take fast effective
action. Working in conjunction with Avaya
CMS, the Avaya™ Call Management System (CMS)
Supervisor client provides comprehensive
administration and reporting capabilities
using a familiar Microsoft Windows
interface.
Avaya CMS is a database, administration, and
reporting application designed for
enterprises that receive a large volume of
telephone calls and have complex contact
center operations. Avaya CMS provides an
administrative interface to the automatic
call distribution (ACD) feature of the
DEFINITY® Enterprise Communications Server (ECS),
enabling contact center managers to generate
reports, administer ACD parameters, and
monitor call activities to determine the
most efficient service possible for their
customers
With Avaya CMS, customers can view live,
real-time information—and see the immediate
results of their adjustments. They can also
use historical reports to analyze trends,
establish performance benchmarks, and plan
new marketing or customer service campaigns.
Supervisors have access to real-time and
historical reports to help them effectively
manage the performance of their personnel. A
powerful custom report package lets
customers modify real-time and historical
reports or create reports that fit their
unique requirements. Extensive reporting of
exceptions allows managers to quickly
identify areas requiring immediate
attention. |
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Computer Telephony
Avaya Computer Telephony, part of the Avaya™
Customer Relationship Management solutions
portfolio, can significantly enhance the
customer care and responsiveness that your
business provides by seamlessly blending the
power of your communications system with
critical business intelligence.
Avaya Computer Telephony is designed for
platform independence, to support a rich set
of applications and open client-server
architectures and standards. Your
businesscan employ the latest computer
telephony integration (CTI) applications,
while protecting your existing IT
investment. Avaya Computer Telephony also
simplifies the infrastructure needed to
support multiple contact center applications
written to different application programming
interfaces (APIs). This allows you to use a
single Windows NT or Windows 2000 compatible
server running "off-the-shelf" and/or
customized software solutions. |
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Business Advocate
With Avaya Business Advocate, you can drive
call center performance according to your
business plan. This application features
predictive and adaptive software from Avaya
Labs, which can help you to implement
effective strategies for customer service,
as well as agent resource strategies and
enterprise planning strategies, as critical
formulas in your call center operations.
Avaya Business Advocate uses your business
objectives to match multi-skilled agents
with waiting customers to improve customer
service and sales effectiveness. It looks at
the needs of callers, their potential
business value, and their desire to wait. It
also analyzes the skills of your agents and
predicts how soon they will likely become
available. It then decides which of your
agents should be matched to which
callers-not necessarily the caller who has
waited longest, but the one whose immediate
service may bring the greatest value to your
company.
Avaya Business Advocate can control caller
wait time, which means that calls won't have
to be answered by second-string staff. When
call load increases, Avaya Business Advocate
uses its reserve agent feature to activate
additional agents automatically to help you
handle the increase in volume, helping to
reduce the number of abandoned calls and
preserve your revenue. It can also assist
with agent retention by allocating the
number of calls to agents fairly, which can
eliminate "hotseats." Avaya Business
Advocate can also lower your network costs
by closely matching your agents' skills to
customer profiles for reduced call times,
abandons, and callbacks. |
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Interaction Center
Avaya Interaction Center can help
enterprises to meet the demands of the new
customer economy. Now your customers can
deliver outstanding sales, service, and
customer relationship management, even if
their customers use several communication
channels to complete a single transaction.
This multimedia contact center solution can
help your customers to provide consistency
across communication channels by using
common workflows and business rules, shared
customer profile information, common sales
strategies, and consolidated operational and
management reporting. So they can provide
the kind of consistent, positive contact
experience that brings their customers back
again.
Avaya Interaction Center intelligently
routes customers in their preferred medium
of communication to the appropriate agents
within your customers contact center, and
can provide their agents with the customer,
transaction, and product information they
need to deliver quality service. In
addition, Avaya Interaction Center can help
agents to communicate more effectively and
to work more efficiently. In fact, agents
can handle e-mail, Web, and telephone
requests simultaneously, making the most of
their time while helping to balance
workloads within the contact center. |
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Call Recording
Avaya Call Recording solutions deliver
flexible, high-performance call logging and
digital voice recording capabilities
designed to meet a variety of your contact
center needs including:
• Compliance: Recording all your
communications to meet legal or regulatory
requirements
• Risk Management: Selectively recording
calls to verify information and protect
against errors
• Quality Monitoring and Assurance: Monitor
agent performance, identify training needs,
and fine-tune call handling procedures
From a single screen, you have a unified
view of recorded multimedia interactions,
ready to be replayed and evaluated from a
PC. Using the Avaya Call Recording's live
monitor module, you can instantly view the
activity status of your agents and then
choose to monitor or begin recording at any
point during the call.
Avaya Call Recording's standard reports
enable you to obtain centralized data and
objective reporting. Or, you can use the
flexible custom-reporting module to create
customized reports that use the criteria you
have defined to meet your specific needs.
Avaya Call Recording's advanced voice logger
is a PC-based digital voice server and
software system that records calls through
your DEFINITY® server. Calls are stored in a
highly compressed format on the server's
hard drive or, optionally, archived on
digital media. |
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Modular Messaging
The Avaya™ Modular Messaging solution for
the Avaya™ S3400 Message Server is a voice
and fax messaging software application
designed for single- or multi-site global
enterprise customers, and provides a path
toward a wide range of enterprise
capabilities, including message networking,
unified messaging and unified communication.
Modular Messaging messages are accessible
anywhere, any time, from a wide array of
access devices including telephone, fax
machines or PC graphical user interfaces
(GUIs).
Avaya Modular Messaging is an evolutionary
path for existing and new enterprise
customers regardless of current platform and
capabilities. For existing customers,
Modular Messaging can be seamlessly added to
the customer's current environment without
any changes to current voice and data
infrastructures. For new users, Modular
Messaging will offer a powerful feature
package of messaging capabilities.
For both new and existing customers, Modular
Messaging is the base platform component for
customers to be able to leverage advanced
capabilities to empower their businesses.
Customers can start with a traditional
voice-messaging package, add multi-media and
email access capabilities and ultimately
architect a comprehensive unified
communication solution.
Modular Messaging is the fusion of Avaya
messaging platforms within a single
architecture. A synthesis of existing Avaya
messaging platforms based on a next
generation layered architecture, Modular
Messaging represents the logical separation
of core messaging and application layers,
both designed to use industry-standard
hardware and software platforms. This
innovative architecture:
• Leverages industry-standard hardware
elements, software elements, and protocols
-Increases compatibility between different
applications, such as IMAP4 client access to
Modular Messaging message storage servers or
SMTP/MIME for networking between messaging
systems.
• Enhances reliability/availability
- Modular Messaging elements can be targeted
for specific protection through redundancy,
N+1 or other techniques appropriate to the
element's function and task.
• Decouples application software, core
messaging software, and hardware elements
- Industry-standard elements can be offered
at industry prices allowing the lowest
possible price for hardware and software
elements or added hardware/software
reliability aspects.
- Enables expansion into protocol agnostic
networking, unified messaging and unified
communications solutions.
--Each of these elements can be layered on
top of Modular Messaging without system
forklift or any loss of capital investment.
- Provides for a future software-only offer
capability on channel-provided or
customer-provided hardware elements.
• Global availability
- Localization can be applied to specific
messaging elements layers while use of
industry-standard software/hardware elements
speeds time-to-market for globalization.
• Leverages current infrastructures
- Modular Messaging "rides on top" of
current (and future) multi-vendor
infrastructures as well as industry-standard
platforms and protocols. No changes to the
current infrastructures are needed to begin
implementation of Modular Messaging. Modular
Messaging supports over 55 switch
integrations (SWINS) covering over 20
manufacturers.
Modular Messaging is the Avaya messaging
system foundation layer of unified
communication, seamless networking, high
reliability/availability, and the next step
in accessibility: Avaya™ Unified
Communication Center (UCC) Speech Access. As
a new applications platform, Modular
Messaging applications will ultimately be
available in a number of offers: large,
small, IP PBX-embedded, and standalone.
Modular Messaging is a stand-alone
enterprise version compatible with most
industry telecommunications systems, PBXs,
and Centrex, offering service from 4 to
144-ports and up to 50,000 mailboxes. |
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INTUITY™ LX
Based on Avaya INTUITY™ AUDIX® R5.1 server
software and the Linux operating system, the
INTUITY™ AUDIX LX server runs on
industry-standard hardware. This capability
can help reduce your total cost of ownership
by enabling your solution to be more
modular, with the flexibility to meet your
current and future needs.
The server supports a combination of
applications with rich features and
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- Avaya INTUITY™ Message Manager helps
you organize and prioritize your
messages in one mailbox, so you can more
effectively manage your messages and
communications
- Internet Messaging reaches e-mail
users worldwide via the Internet to
reduce costs by transporting messages
through existing, shared Internet
facilities
- Fax extended dialing allows long
international number strings to be
loaded
- Web-based administration helps
speed-up and simplify the installation
of the INTUITY™ AUDIX LX solution, which
can help reduce total cost of ownership.
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You can access these applications via a
telephone user interface or a visual desktop
graphical user interface-whichever is more
convenient. Combine them with the
text-to-speech feature and you can have an
effective mobility solution to access
messages from anywhere and at any time. |
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IA770 INTUITY™ Audix
The Avaya™ IA770 INTUITY™ AUDIX® Messaging
Application is ideal for small- to mid-size
businesses and small locations of large
enterprise customers, who need a messaging
application embedded in their IP
communication system, S8300 Media Server,
and G700 Media Gateway. It is available in
two configurations: four ports/100 users and
eight ports/300 users.
The Avaya IA770 application can help
customers be more successful by enhancing
their communication system investments with
call answering and messaging capabilities.
This solution delivers voice and text
messaging to help improve and simplify
communications and information exchange
within enterprises. Enabling users to see
messages on their PCs, add a voice mail
component to a text message, and listen to
text message via telephone are a few of this
application’s powerful capabilities.
The IA770 application consists of
license-file-activated software residing on
the S8300 Media Server and a small card that
is field installable and upgradeable. It
uses the Linux operating system, making it
compatible with the Media Gateway operating
system. It also includes the current release
of INTUITY™ Message Manager Release 5.0.
While the system provides text-to-speech
capability in U.S. English only, there is no
additional charge for initial implementation
of the 35 available languages for prompts.
However, there is a charge for post
installation implementation.
The IA770 messaging application supports
INTUITY™ digital (TCP/IP) and AMIS
networking protocols. More extensive
networking can be provided with Avaya™
Interchange.
Administrators use a Web interface to
perform system backup and restore of all
administered data—announcements, recorded
names, greetings—and approximately 50 hours
of messages over the local area network
(LAN). The system uses smart defaults rather
than requiring the administrator to fill in
every field, which can speed implementation
and updates. |
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Unified Communication Center
The Avaya™ Unified Communication Center
solution is created for enterprises with
highly mobile and collaborative individuals,
such as executives, sales people, and
professional specialists. These key work
groups require a high level of effective
interaction with customers, associates, and
partners every day.
The Avaya Unified Communication Center
powers productivity and responsiveness
through seamless access to critical
communications tools, business applications,
content, and transactions throughout
thebusiness day. It simplifies the way users
connect, collaborate, share information, and
manage their time—wherever they are located
or whatever device they use.
Whether through a Web browser, a wireless
device, or a speech command, Avaya Unified
Communication Center allows users to
seamlessly access rich calling and
conferencing capabilities for easy
collaborative working sessions. Avaya
Unified Communication Center has quick and
easy message handling for effective message
management, integrated access to directories
and databases for contact and information
management, and virtual 24/7 assistance to
calendars and tasks for increased personal
efficiency. The result? Facilitation of
better, faster decisions for a more
competitively differentiated enterprise.
The Avaya Unified Communication Center
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- Avaya™ Web Messaging: a
browser-based, Web and wireless data
application that provides users with
basic message management for their Avaya
voice messaging system
- Avaya™ Web Collaboration: a
browser-based, Web and wireless data
application that provides users with
control of the telephony and conference
features of their DEFINITY® server or
Avaya™ IP600 communications system
- Avaya™ Advanced Speech Access: lets
subscribers use spoken commands to
access and manage their voice and e-mail
((Microsoft Exchange only) messages,
place calls, and conference using a
sophisticated set of call handling
features and access Microsoft Exchange
for personal contacts, calendar,
appointments, and task management.
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Release 1.1 provides the option for offering
Advanced Speech Access as a separate
application.
These applications reside on a
customer-provided Microsoft Windows 2000
server and they work with Avaya messaging
and communications servers and customers'
Microsoft Exchange e-mail servers to deliver
the full value of the Avaya Unified
Communication Center. |
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IVR
The system allows either full or partial
automation of telephone transactions that
would otherwise be performed by an operator
or attendant. These automated transactions
are known as applications. Each application
is designed and developed to meet a specific
customer's need. An application script is a
set of instructions written for the system
that informs it how to carry out the
automated transaction. Scripts define the
flows of calls and determine what callers
hear and how callers respond to the system.
When an incoming call is connected to the
system, the system prompts the caller with
synthesized or prerecorded speech. The
caller responds by entering touchtones or by
speaking into the telephone. The particular
application and its corresponding script
determine the dialog between the system and
the caller.
The Avaya™ IVR platform provides the
flexibility and power that today's contact
centers demand, enabling companies to
deliver a more responsive and personalized
customer service experience. |
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IP Office
 IP Office is a versatile communications solution that combines the reliability and ease of a traditional telephony system with the applications and advantages of an IP telephony solution. This converged communications solution can help businesses reduce costs, increase productivity, and improve customer service.
IP Office is a highly modular IP telephone system designed to meet the needs of home offices, standalone businesses, and networked branch and head offices for small and medium enterprises. The award-winning IP Office gives growing companies a complete solution for telephony, messaging, networking, conferencing, customer management, and unified communications.
IP Office addresses basic telephony needs, leverages built-in convergence capabilities, and capitalizes on robust unified applications to deliver intelligent communications to your users and customers. This small business IP phone system simplifies processes, and streamlines the information exchange within systems to create simple and effective communication experiences.
The IP Office phone system supports a wide range of telephones, but the Avaya 5400 Series Digital phones and 5600 Series IP phones have been specifically designed to work with IP Office and provide small and medium enterprises with a choice of solutions to meet business efficiency and customer service requirements.
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Sales: 1.800.345.4211
Service: 1.866.553.2034 |
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