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News : New Avaya Integrations and Capabilities and Expanded Alliances Empower Large Enterprises to Adopt Cloud Innovations

#contactcenterworld, @Avaya

Orlando, FL, USA, June 19, 2023 - Avaya, a global provider in customer experience solutions, announced that new platform integrations and capabilities, along with expanded strategic alliances with Google and Alcatel-Lucent Enterprise, are helping redefine the cloud journey for customers. These enhancements enable customers to immediately benefit from cloud capabilities, including new features and functionality of Avaya Experience Platform, while preserving their existing on-premise environments.

"Avaya’s innovation without disruption strategy sets it apart from competitors because it gives organizations the freedom to embrace the cloud journey at their own pace while protecting their existing investments and not disturbing their proprietary voice implementations," said Ahmed Helmy, Global Vice President and General Manager of Avaya Experience Platform, Avaya. "By seamlessly integrating cloud innovations with Avaya Experience Platform, Avaya enables customers to embark on their cloud journey confidently and effortlessly. Unlike ‘pure cloud’ vendors, Avaya allows customers to seamlessly layer innovative cloud capabilities onto their existing infrastructure to enhance customer and employee experiences while avoiding significant risks associated with typical ‘rip and replace’ approaches."

"When growth is reliant on experiences, businesses can’t afford to keep riding the roller-coaster of rip, replace and wait," said Liz Miller, Vice President and Principal Analyst, Constellation Research, Inc. "Revenue is on the line; rolling the dice isn’t a strategy. This is why Avaya has doubled down on a commitment to their customers: Avaya will keep delivering innovation, but no customer gets left behind as the market continues to navigate the journey to the cloud. Avaya’s approach centers around respecting the pace of change and reducing the amount of investment required for organizations to add best-in-cloud technologies onto their Avaya contact center platform and into their larger customer experience processes to drive better business outcomes and enterprise-wide value."

Avaya’s partnership with Alcatel-Lucent Enterprise is also helping customers across the globe continue to achieve their digital transformation goals. "Our partnership with Avaya helps both our companies accelerate our customers' transformation to the cloud by delivering differentiated end user experiences, particularly in mission critical situations," said Rukmini Glanard, Chief Business Officer, Alcatel-Lucent Enterprise. "Avaya Experience Platform is a powerful portfolio that can help businesses of all sizes transform their communications. Avaya Experience Platform and Alcatel-Lucent Enterprise Digital Age Networking combine our complementary world-class enterprise solutions to support our customers’ digital transformation. We believe that this partnership will really help our customers to succeed in the digital age."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
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Today's Tip of the Day - Where The System Breaks Down

Read today's tip or listen to it on podcast.

Published: Tuesday, June 20, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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