Avaya Launches New Customer Service and Collaboration Applications

Avaya announced a suite of new and enhanced products and services based on Avaya Aura, intended to redefine the economics and effectiveness of real-time multimedia enterprise communications. With these new services and tools, users can speed up decision making and achieve financial impact, while enterprises gain a more people-centric approach to collaboration. New products or enhancements include Avaya Aura Contact Center, Avaya Agile Communication Environment (ACE), Avaya Aura Conferencing, Avaya Aura Messaging, Avaya Aura Presence Services, Avaya Aura Session Manager 6.0, Avaya Aura Communication Manager 6.0, Avaya Aura Session Border Controller, Avaya Aura System Manager 6.0, Avaya Aura System Platform 6.0, and Avaya 9600 family of desk phones, as well as a new release of Avaya Communication Server 1000 (CS1000).

The new and improved capabilities in Avaya's suite of Contact Center and Unified Communications applications are designed to improve the quality of customer service and employee collaboration while lowering the total cost of ownership, mainly for mid-sized and large businesses. Avaya Aura 6.0 also comes with increased security, scalability, and flexibility, along with common management and expanded use of virtualization. It can save large and mid-sized enterprises in both capital and operating expenditures, with savings ranging from 20-30 percent or more.

According to UCStrategies UC Expert Blair Pleasant, "Avaya has been moving forward on fulfilling its road map promises, with several new products announced that build on existing products and the Aura platform, and also make it relatively easy for Nortel customers to migrate to the Avaya platform. Avaya is also moving forward with several partners' products, such as from Verint and Acme Packet, and bringing them into the Avaya stack, making it easier for partners to sell and for customers to purchase more complete solutions."

The Avaya Aura Contact Center, a new multimedia contact center application for all sorts of media, is designed to enhance the customer service experience by effectively managing customer experiences. The Avaya Agile Communication Environment facilitates the development of communications-enabled business applications to speed up business workflow. Avaya Aura Conferencing provides rich audio, video, and web conferencing features on a single server; the Standard Edition is available now, with the Enterprise Edition to be released later this year.

As part of the Avaya framework, Acme Packet's solution Session Border Controller (SBC) provides an end-to-end solution that secures the perimeter of the network for up to 750 simultaneous SIP sessions. Avaya Aura Session Border Controller 6 allows for secure real time, SIP-based unified communications connections to the IP-based devices, smart phones and applications both within and external to a company.
All Avaya solutions announced are either currently available or will be during the third quarter of 2010.

For more information, visit www.avaya.com.