|Exam Name||:||Avaya Contact Center on Avaya Aura(TM)(R) Communication Manager and Avaya Call Management(R) System Implementation|
|Questions and Answers||:||55 Q & A|
|Updated On||:||February 15, 2019|
|PDF Download Mirror||:||Pass4sure 6201-1 Dump|
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6201-1 exam Dumps Source : Avaya Contact Center on Avaya Aura(TM)(R) Communication Manager and Avaya Call Management(R) System Implementation
Test Code : 6201-1
Test Name : Avaya Contact Center on Avaya Aura(TM)(R) Communication Manager and Avaya Call Management(R) System Implementation
Vendor Name : Avaya
Q&A : 55 Real Questions
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TOKYO, JAPAN--(Marketwired - November 16, 2016) - KDDI Evolva, certainly one of Japan's leading call center carrier providers, announced today an agreement with Avaya to use the Avaya Breeze™ software building platform to seriously change its contact core offerings. KDDI Evolva will enhance a next-generation contact middle platform that may help omni-channel communications and offer it to organisations as a cloud provider.
The contact core platform will support multi-channel verbal exchange, together with voice, email, text messaging, cell apps, social media and WebRTC assist. The platform will enable actual-time tracking and monitoring of customer interactions all through their journey, regardless of the channel valued clientele use for contact. Communications are instantly directed to probably the most appropriate agent. As KDDI Evolva will present the contact middle platform as a cloud provider, organisations can at once and flexibly transition to an omni-channel ambiance with low delivery-up charges.
The platform might be built on Avaya Breeze, which profoundly simplifies application development while delivering built-in capabilities for stronger cell, consumer-facing and hybrid cloud requirements. by using Avaya Breeze, third-celebration purposes can be conveniently incorporated, enabling developers to innovate solutions.
KDDI Evolva additionally plans to present much more subtle client adventure management services, with a brand new chat bot that uses artificial intelligence (AI) already present process operational checking out on the platform. KDDI Evolva is additionally looking to extend data mining options to increase client capabilities.
Marubeni suggestions programs (MSYS), a certified Avaya partner, will assemble and deploy the platform. MSYS will leverage the power of the Avaya Breeze platform to enhance its extensive event in building contact center solutions, with deep journey in the finance and telemarketing sectors.
KDDI Evolva has been providing call center capabilities in Japan for more than 60 years, and combines company method outsourcing (BPO) features with IT solutions to maximise customer price.
Quote:"we are very proud to be able to guide KDDI Evolva's development of its next-generation contact center platform. by means of utilizing the power of Avaya Breeze, KDDI Evolva can be capable of meet consumers' wants and extend the latitude of services it provides, enabling businesses to install Omni-channel options at their personal pace and path."Hedeo WachiManaging Director, Avaya Japan Ltd.
About AvayaAvaya makes it possible for the mission crucial, actual-time conversation purposes of the realm's most essential operations. because the international leader in providing superior communications experiences, Avaya offers probably the most complete portfolio of application and services for contact center and unified communications with integrated, secure networking -- provided on premises, in the cloud, or a hybrid. cutting-edge digital world requires some type of communications enablement, and no different company is more suitable placed to try this than Avaya.
For extra counsel, please consult with www.avaya.com.
Avaya Japan HP: http://www.avaya.com/jp
About KDDI EvolvaKDDI Evolva offers contact core BPO (business process Outsourcing) business. in addition to their flagship contact center carrier, KDDI Evolva offers "KDDI Evolva Omni-channel solution", including "call assist" to take expertise of the brief messages to streamline communication, chat help the usage of internet and speak utility, client interactions carrier using artificial intelligence, "personalised Video". KDDI Evolva promises BPO features that combine IT options to maximise clients' value.
KDDI Evolva HP: https://www.k-evolva.com/
Contact middle options: https://www.bpo.k-evolva.com/
About Marubeni tips systems (MSYS)MSYS is the answer company that can provide excessive price-added options and features in keeping with the state-of-the-art IT. Our strengths are abilities of various industries based on the manufacturing, distribution, service, retail and economic functions, advanced proposals, state-of-the-paintings expertise to contribute to the shoppers' differentiation from a worldwide point of view, and development capabilities of recent solutions that make the most of reducing-edge technology. MSYS helps valued clientele' company to create new "value" via options, products and features.
MSYS HP: http://www.marubeni-sys.com/
Contact core solutions: http://www.marubeni-sys.com/cc/call_center/call_center.html
comply with Avaya on Twitter, fb, YouTube, LinkedIn and the Avaya connected weblog.
Avaya Holdings Corp., a worldwide leader in solutions to raise and simplify communications and collaboration, should be demonstrating its comprehensive portfolio of solutions for the healthcare business at the upcoming HIMSS world convention & Exhibition held on the Orange County convention and Exhibition middle in Orlando, FL from February eleven-15. Avaya might be a Diamond exhibitor at sales space #6541 along side ConvergeOne. The HIMSS 2019 adventure (himssconference.org) brings together over forty five,000 fitness suggestions and expertise gurus, clinicians, executives and market suppliers from around the world.
Avaya solutions for Connecting Healthcare encompass:
Care crew Collaboration• enhance care coordination with multimedia mobile options;• enhance care group time with sufferers;• cut back preventable harm via workflows and collaboration.
affected person entry & functions• enhance patient entry to care with a wealthy omnichannel answer;• reduce wait instances, no suggests and in-community referrals leveraging automation and EHR integration together with your entry center;• Proactively engage patient on their media of alternative;• enhance patient referrals;• increase patient access to remedy regiments and care plans.
virtual Care• in the reduction of avoidable emergent and pressing care via telehealth triage;• join care team and peer coaches with sufferers in time of want;• improve and scale homecare with clinical contact facilities.
“Avaya healthcare options supply the reliability, safety, flexibility and scale we require to more suitable meet the needs of our purchasers via innovative communications equipment, and Avaya is now working with us to transition to the cloud,” spoke of Bob Doran, vice president of Telecommunications, automatic fitness systems. “We presently span fifteen states throughout the U.S. and starting to be, and we now have trusted Avaya’s 99.999% uptime reliability in view that 1994. they're a depended on accomplice that offers the highest tiers of support and service, combined with communications and collaboration solutions we will depend on, and that our customers depend on, every and each day.”
For healthcare providers, the care group’s ability to communicate with sufferers alongside their health experience is essential to the mission of supporting their care plan and cutting back readmissions. with the aid of connecting people, materials, records, and solutions, suppliers can optimize operations and cut back chance, while expanding operational effectivity and profitability. a versatile communications solution is critically essential to the a success digital transformation of fitness care systems. The desirable 10 healthcare features businesses in the world, and the exact 10 U.S. hospitals all depend upon Avaya communications options to raise affected person event, enhance care group effectiveness and collaboration, and pressure accelerated effectivity.
Avaya and its ecosystem of companions have deep knowledge and teams focused specially on addressing the entertaining necessities of supplying communication options to the healthcare industry. Avaya works with these partners to combine technical, client engagement and functions resources to provide a complete portfolio of solutions for healthcare providers addressing affected person entry and capabilities, virtual care, telemedicine and care group collaboration to improve productivity, streamline workflow, enrich the nice of care and increase ROI.
“we've fifty five far flung areas, three distinct hospitals, and 450 distinct healthcare providers as a part of our network, and our Avaya conversation solutions enable us to provide an ultimate mixture of human touch supported by way of smart automation for improved affected person event,” said Tim Rosner, Chief technology Officer, Southcoast health. “We’re implementing new technologies in healthcare and area loads of value in our lengthy-term partnership with Avaya that allows for us to movement forward efficaciously in this effort.”
in keeping with analysis firm IDC, nowadays there are more opportunities and challenges than ever to with no trouble speak with patients, beginning with the variety of channel choices cellphone, internet, text, or chat used to connect with them. A one-size-suits-all strategy will now not work. business affected person entry and features and digital care coordination solutions should be bendy in response to sufferers’ verbal exchange wants and where they are in their patient journey. These solutions must additionally tackle evolving expertise, company, and regulatory requirements dealing with healthcare companies.1
“Our focus is absolutely, 100% on our patients, together with our entire workflow, techniques and communications platform,” noted Jim Hennigan, IT supervisor, Innova fitness programs. “we're new and imaginitive methods to boost the affected person journey and to make healthcare extra attainable to diverse corporations like millennials. Avaya omnichannel options permit us to make use of all channels of communication, from net chat, video, voice, and telemedicine to provide more useful care in a proactive, effective way.”
1 “riding Operational Efficiencies through better patient entry and services” IDC, June 2018
About AvayaBusinesses are constructed on the experiences they give, and every day millions of those experiences are developed by way of Avaya (avaya.com). For over one hundred years, we’ve enabled corporations everywhere to win by using growing intelligent communications experiences for customers and employees. Avaya builds open, converged and imaginative solutions to increase and simplify communications and collaboration within the cloud, on-premise or a hybrid of each. To develop your company, we’re committed to innovation, partnership, and a relentless focal point on what’s next. We’re the expertise enterprise you have faith to aid you convey Experiences that rely.
Cautionary word regarding ahead-searching StatementsThis document carries certain “ahead-looking statements.” All statements other than statements of historic truth are “ahead-looking” statements for purposes of the U.S. federal and state securities laws. These statements may well be identified by means of forward looking terminology similar to "assume," "accept as true with," "proceed," "could," "estimate," "expect," "intend," "may additionally," "might," “our imaginative and prescient,” "plan," "expertise," "preliminary," "predict," "may still," "will," or “would” or the bad thereof or other adaptations thereof or related terminology and consist of, however are not restrained to, anticipated money mark downs and statements about increase, trade list and enhanced operational metrics. The enterprise has primarily based these forward-looking statements on its latest expectations, assumptions, estimates and projections. whereas the company believes these expectations, assumptions, estimates and projections are budget friendly, such forward-searching statements are best predictions and involve favourite and unknown hazards and uncertainties, a lot of which might be beyond its handle. The elements are discussed within the company’s Registration commentary on kind 10 filed with the Securities and exchange fee, may cause its genuine outcomes, performance or achievements to vary materially from any future outcomes, efficiency or achievements expressed or implied with the aid of these forward-looking statements. For an extra checklist and description of such dangers and uncertainties, please seek advice from the company’s filings with the SEC that are available at sec.gov. The business cautions you that the checklist of critical factors blanketed in the business’s SEC filings may no longer contain all of the material elements which are critical to you. additionally, since these dangers and uncertainties, the concerns mentioned within the forward-looking statements contained in this report may also not basically turn up. The business undertakes no responsibility to publicly update or revise any ahead-searching commentary because of new suggestions, future events or otherwise, except as in any other case required via law.
All trademarks identified with the aid of ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners
Riyadh: Avaya Holdings Corp. (NYSE: AVYA) is celebrating the launch of its new office area at the information expertise and Communications advanced (ITCC), a industrial and housing building that serves as the epicenter of the Riyadh technology community. In what comes as a significant investment in the regional know-how ecosystem, the workplace at ITCC facets the primary Avaya consumer adventure middle to be opened in Saudi Arabia.
The core will function a design and examine mattress for world-classification solutions to local business challenges. Open to Avaya valued clientele, channel partners, lecturers and others, the space features reducing-part amenities wherein native innovators can work to create technological solutions to one of the nation’s most urgent challenges. it'll allow Avaya’s companions and consumers to design options embedding superior applied sciences corresponding to AI and blockchain into their contact middle and unified communications systems. in line with the Saudi imaginative and prescient 2030, Avaya expects this middle to make contributions tremendously to the nation’s digital transformation power.
the brand new facility also represents Avaya’s widening commitment to the middle East in generic and Saudi Arabia in specific. The business hires fresh graduates from Saudi universities, and invests closely into its native channel accomplice ecosystem, which serves a contact core business chargeable for the advent of tens of heaps of jobs.
About Avaya groups are constructed on the experiences they provide, and each day hundreds of thousands of those experiences are developed through Avaya. For over one hundred years, we’ve enabled groups around the world to win – by using creating intelligent communications experiences for customers and personnel. Avaya builds open, converged and ingenious options to raise and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To develop your enterprise, we’re dedicated to innovation, partnership, and a relentless center of attention on what’s subsequent. We’re the expertise company you have confidence to support you bring Experiences that rely. seek advice from us at www.avaya.com.
Cautionary word involving ahead-looking Statements
This doc incorporates certain “forward-searching statements.” All statements apart from statements of historic truth are “ahead-looking” statements for purposes of the U.S. federal and state securities legal guidelines. These statements could be identified by way of forward searching terminology such as "count on," "agree with," "continue," "might," "estimate," "are expecting," "intend," "may additionally," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the poor thereof or other variations thereof or comparable terminology and encompass, however are not confined to, anticipated money rate reductions and statements about increase, alternate checklist and stronger operational metrics. The enterprise has based these ahead-looking statements on its present expectations, assumptions, estimates and projections. whereas the company believes these expectations, assumptions, estimates and projections are least expensive, such ahead-searching statements are most effective predictions and contain known and unknown hazards and uncertainties, many of which are beyond its control. The elements are discussed within the company’s Registration observation on kind 10 filed with the Securities and change fee, may cause its precise effects, performance or achievements to differ materially from any future consequences, performance or achievements expressed or implied by using these forward-looking statements. For an extra listing and outline of such risks and uncertainties, please seek advice from the enterprise’s filings with the SEC that are available at www.sec.gov. The company cautions you that the record of critical elements blanketed within the company’s SEC filings can also not contain all the material components which are critical to you. moreover, because these hazards and uncertainties, the concerns observed within the forward-searching statements contained in this report may no longer really occur. The enterprise undertakes no obligation to publicly update or revise any ahead-searching commentary on account of new information, future routine or in any other case, apart from as in any other case required by way of legislations.
Media Contact:Vernon SaldanhaProcre8 (for Avaya)+971 52 288 email@example.com© Press liberate 2019
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Antone Gonsalves and Tracee Herbaugh
Companies want contact centers that can provide customer service by phone, the web or mobile devices. So Avaya Inc. is providing those capabilities in the latest software added to its contact center product portfolio.
Avaya plans to release in the fourth quarter software called Oceana that integrates with the vendor's on-premises Call Center Elite product and the Breeze platform, which is a collection of app dev tools Avaya introduced in March.
Companies that buy Oceana would deploy it on the Avaya Aura Communication Manager, which contains Elite. Communication Manager is at the core of Avaya's unified communications platform. It is also the foundation for delivering voice, video, messaging, mobility and other UC services.
Companies that install Oceana in Communication Manager can use Breeze app dev tools to build and deploy workflow processes that take the contact center beyond just receiving telephone calls and sending emails.
"The Oceana framework modernizes Avaya's contact center," said Irwin Lazar, an analyst with Nemertes Research, based in Mokena, Ill.
Use cases for Oceana could include making a website search engine more intelligent. Visitors who ask questions indicating a problem or possible sales opportunity could get the option of talking to a call center agent.
Other possibilities include embedding inside a website the option of a VoIP call that could lead to an agent co-browsing the site with visitors to help them find products or services.
Because Oceana is built on the Breeze platform, companies can use the latter to create workflow processes that take customer service to mobile devices. For example, developers could program software in an internet-enabled car to send an alert to a call center agent when the vehicle gets a flat tire. The agent could then send to the motorist a text asking whether a repair person is needed.
"All of those kinds of rules can be predefined and supported as part of Oceana," said Karen Hardy, a senior director of product management at Avaya.Other Oceana app dev tools
Along with the core Oceana software, Avaya plans to release Oceana Workspaces and Oceanalytics. Workspaces require the use of a new set of development tools called the Breeze Client SDK (software development kit).
The SDK lets companies build a browser-based desktop client tailored to the needs of specific groups of employees and managers. The client would include access to applications and customer data related to the workers' jobs. Oceana accesses customer data from non-Avaya business applications through prebuilt modules that Avaya calls Snap-ins.
Oceanalytics takes the events and historical data in contact center-related software and looks for patterns and trends. That type of information could indicate a problem or interest in specific products or services. "You're starting to identify a way in which you can proactively build out [marketing] campaigns," Hardy said.
Avaya plans to release pricing for Oceana next month. The company will sell the product through a three- or five-year subscription license. Avaya will also offer professional services to businesses that want help redesigning contact center communications.
Contact centers typically have products from multiple suppliers, including those that compete, Hardy said. Avaya is hoping Oceana will provide an incentive for customers to do more with its products.
"Our customer base has many of our competitors also installed, and we see an opportunity to be able to provide the ability for customers to preserve what they have and ride Oceana on the top," she said.
Avaya's push into contact center application development comes as the company struggles under more than $5 billion in debt. The company spends roughly $400 million annually to service the debt.
Avaya recently retained New York-based investment bank Goldman Sachs to help the company explore the option of an asset sale.
BASKING RIDGE, New Jersey, January 19 /PRNewswire/ -- Avaya today unveiled its vision for the future of communications and a roadmap that integrates products and services from the recently acquired Nortel Enterprise Solutions to create a new standard for business communications.
Avaya's vision is based on open standards, communication-enabled business systems and effective, contextual, real-time communications. Using Session Initiation Protocol (SIP) organisations, large to small, can make smooth transitions to new capabilities at their own pace while protecting existing communications investments. Avaya's communications-enabled business systems streamline business processes by injecting real-time communications where they can provide value. Users are able to be more effective by having access to information based on the context of the task at hand.
"The integrated roadmap we're outlining today supports Avaya's commitment to providing customers with the advanced communications capabilities they need to manage and grow their organisations," said Alan Baratz, senior vice president and president, Global Communications Solutions, Avaya. "In developing the portfolio, our guiding principle was to deliver the most compelling and cost-effective systems and services to customers and partners."
The new roadmap, unveiled today, builds on the existing Avaya portfolio with capabilities integrated from Nortel Enterprise Solutions. The roadmap highlights include:
The centrepiece of the unified communications (UC) portfolio is Avaya Aura(TM), a SIP-based communication platform that unifies complex communications networks. With proven abilities to reduce infrastructure costs and easily deploy centralised collaboration and customer service applications, Avaya Aura provides an upgrade path for all existing Nortel voice and UC customers. The roadmap expands the value of Avaya Aura with the addition of Avaya (formerly Nortel) Agile Communications Environment (ACE). ACE uses Service-Oriented Architecture and Web Services to facilitate the rapid development of communications enabled applications.
Click here for more information on Avaya Unified Communications Roadmap (http://media.marketwire.com/attachments/201001/1239_577997-MW-UCFactSheet.pd f)
Click here for more information on Avaya Agile Communications Environment (http://media.marketwire.com/attachments/201001/1240_577997-MW-ACEFactSheet11 JanUC4433.pdf)
Click here for more information on Avaya Global Services ( http://media.marketwire.com/attachments/201001/1241_577997-MW-ServicesFactShe et11JanSVC4430.pdf)
Avaya Aura will also be at the centre of Avaya's contact centre portfolio. With this foundation, contact centres will move to a SIP-based, service-oriented architecture, simultaneously supporting multiple modes of communication. The new contact centre solution will be based on a new and collaborative work assignment model that will connect customers, agents, and information. The new capabilities will enable businesses and organisations to stay ahead of growing customer care demands for tighter integration and lower costs. The integrated roadmap will seamlessly extend Avaya and Nortel Enterprise Solutions market leading portfolio with capabilities for agent desktop, work assignment, experience management, analytics that will scale from mid-range to large contact centres.
Click here for more information about Avaya Contact Center Communications. ( http://media.marketwire.com/attachments/201001/1243_577997-MW-CCFactSheet11Ja nGCC4435.pdf)
Small and Medium Enterprise (SME) Communications
Avaya IP Office, BCM, Norstar, PARTNER(R) and Integral 5 all remain for sale with a plan to converge the platforms to the company's flagship hybrid IP offering, IP Office. Avaya will blend Nortel features, interfaces and phones with IP Office to create a richer solution with strong investment protection benefits. This approach follows the model Avaya has successfully implemented with other systems into IP Office.
The company also now offers the Avaya Software Communication System, a SIP-based offer from NES for small and medium enterprise customers who want to manage unified communications from their data centre.
Click here for more information about Avaya SME Communications Solutions (http://media.marketwire.com/attachments/201001/1244_577997-MW-SMEFACTSHEET11 janSB4434.pdf)
As Avaya previously announced, it will adopt the current roadmap of NES data products in its entirety. Avaya believes that the technology, customer base and innovative product roadmap represent a compelling value proposition for global customers. A key component of plug and play communications is the underlying, enabling network and the new Avaya data portfolio brings significant advantages of "Always-On" reliability, network efficiency and scalability to grow with customer's business needs. Included in the Avaya data portfolio are solutions for Ethernet Switching, Routers, Wireless Networking, Access Control and Unified Management.
Click here for more information about Avaya Data Networking. (http://media.marketwire.com/attachments/201001/1245_577997-MW-DataNetworking FactSheet11JanDN4431.pdf)
Click here for quotes from Avaya partners regarding today's roadmap announcement. ( http://media.marketwire.com/attachments/201001/1246_577997-MW-ChannelPartnerQ uotes.pdf)
(Due to the length of these URLs, it may be necessary to copy and paste the hyperlinks into your Internet browser's URL address field. Remove the space if one exists.)
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centres, and related services directly and through its channel partners to leading businesses and organisations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit http://www.avaya.com.
Reporter and Industry Analyst Conference Call Information
Alan Baratz, Avaya's Senior Vice President and President, Global Communications Solutions, will host a conference call about the roadmap for reporters and industry analysts today, 19Jan., 2010, , at 16:00 GMT.To access the call from outside of the United States, please dial: +1-706-902-3818 Conference Code: 50160600
A replay of the call will be available from 17:00 GMT, 19 Jan., 2010 until 2 Feb., 2010.To access the replay from outside of the United States, please dial: +1-706-645-9291 Conference Code: 50160600
Following the reporter and analyst call, attend a public virtual event on Avaya's vision
At 18:00 GMT Avaya will host a Public Virtual Event on its vision for the future of Business Communications, the Avaya Reference Architecture and details on the new roadmap for integration. First, hear presentations and perspectives from Kevin Kennedy, Avaya CEO, Dr. Alan Baratz, SVP & President, Avaya Global Communications Solutions, Joel Hackney, SVP & President, Government and Data Solutions, Chris Formant, SVP & President, Avaya Global Services, and other Avaya leaders.
Additional information will then be available at your convenience with (10) 30-minute on-demand roadmap sessions, including: UC, Contact Centre, SME, Data, Government Solutions and MORE.
To attend the virtual event, please register by visiting: http://bit.ly/NewAvaya
"Avaya is enabling customers to continue to benefit from their existing investments while opening new paths to long-term future growth. We at Bell are committed to delivering cost savings and productivity gains not only to Bell-Nortel customers but also to Bell-Avaya clients."
Stephane Boisvert, President, Bell Business Markets
Black Box Network Services
"We are very excited about the Avaya Integrated Roadmap. In our role as an Avaya Platinum Partner, we will use the Roadmap in discussions with our large base of Nortel clients, as well as new Avaya client opportunities. The team at Avaya has done a great job of articulating a clear vision for technical leadership in the communications space."
Mark Neel, Vice President of Global Accounts, Black Box Network Services
"The roadmap affords Avaya and Nortel dealers the flexibility to transition their end-user customers to the go-forward platforms, which will be a combination of the best-in-class features of Avaya and Nortel communications products. What's more, Avaya Aura enables dealers to provide customers with the architecture to migrate over time without having to rip and replace their current solution. We look forward to continuing to support our Avaya and Nortel partners as they move forward with this exciting new roadmap."
John Black, President, Catalyst Telecom
"Cross is excited about the Avaya integrated roadmap, which will deliver true, business transforming communication solutions to both Avaya and Nortel customers. Cross has already seen some of Avaya's key development initiatives accelerated with the addition of Nortel's enterprise assets. As both a Platinum Channel Partner and a Platinum DevConnect Partner, this roadmap benefits Cross by enabling us to come up with even more creative communication solutions to our customers' complex business needs."
David Lover, Chief Technology Officer, Cross Telecom
"Shared Technologies believes the Avaya integrated road map is tremendous news for Nortel customers. Avaya is sending a very clear message that they do not intend to force anyone out of their existing infrastructure. Ultimately Avaya's position in the marketplace is clearly number one for unified communications and contact centres. Avaya's product future will be to overlay Aura as a way for customers to upgrade to a full suite of unified communications applications and features while maintaining their current core infrastructure."
Tony Parella, CEO, Shared Technologies
"Our Nortel oriented partners are enthusiastic about moving into the Avaya ecosystem and the opportunity this represents. Westcon is committed to helping our Nortel-oriented customers become more successful as they transition into becoming Avaya Partners; we already have aggressive training and on-boarding measures in place and the response has been outstanding."
Steven Bernard, vice president and general manager, Westcon Convergence
"Verizon Business has a strong legacy of supporting both Avaya and Nortel equipment within its broad portfolio of world class technology providers, and is well positioned to help customers navigate their path forward. The Avaya Aura(TM) platform is SIP certified to interoperate with the Verizon Business network, and Avaya plays a key role in providing our customers with advanced unified communications and collaborations solutions."
Roberta Mackintosh, director of global unified communications and collaboration marketing, Verizon Business.
Communication Systemso Patented Tools Detect and Resolve Problems Remotely
o Avaya and BusinessPartner NACR Provide Global Coverage
BASKING RIDGE, N.J., Aug. 22 -- As a growing agribusiness with branch offices and manufacturing plants that span the globe, the J.R. Simplot Company considers the communication network linking employees, customers and vendors one of its most critical corporate resources. Loss of communications could mean loss of revenue, and most certainly, decreased productivity.
With only two full-time and one half-time employee supporting communications for more than 10,000 employees, the J.R. Simplot Company relies on Avaya Global Services to proactively detect and resolve issues that could affect its business operations. Avaya Inc. (NYSE:AV) is a leading global provider of business communications applications, systems and services.
Simplot's network extends from its headquarters in Boise, Idaho to 25 major manufacturing and processing locations linked by Avaya Communication Manager, media servers and gateways(1). Avaya Global Services watches over Simplot's network around the clock using patented Avaya EXPERT Systems(SM) Diagnostic Tools, proactively detecting and resolving issues -- often without the knowledge of the Simplot team -- before they escalate. In fact, as long as Simplot has relied on Avaya Global Services, the company has never experienced a major outage and has not had to call for onsite support.
"It is good to know that our systems are being watched over 24x7 and that the majority of problems are resolved before I even know about them," said Shana Savell, manager of voice technologies for the J.R. Simplot Company. "Having our systems covered allows me to rest easier. I'm not called at 2 a.m. in the morning to address problems, and we've avoided major alarms or outages. I can even take a vacation now without having to take a laptop along."
The Avaya Global Services has launched a new Global Command Center model to help customers like the J.R. Simplot Company have continuous network availability, quality service and confidence in their communications systems and applications. In addition to Avaya EXPERT Systems, a single, integrated ticketing system guides customer requirements to the appropriately skilled technical personnel for fast, consistent care and service for global customers. Technical personnel hold a broad range of industry certifications from multiple vendors. Follow-the-sun monitoring ensures any size customer in any geographic region has highly skilled, 'round-the-clock, in-language support.
Avaya EXPERT Systems are unique in the industry. Using a database of more than 30,000 artificial intelligence algorithms, they detect and resolve more than 600,000 trouble alarms for Avaya customers each year -- 98% of them without a technician's intervention. Avaya EXPERT Systems also proactively measure trunk and processor capacity, check for toll fraud, software and hardware upgrades, identify password lapses and highlight chronic issues that need resolution.
Avaya statistics show that companies experience 73% fewer outages when their networks are remotely monitored, and as a result, save millions of dollars a year in revenues that otherwise would have been lost. Simplot and other Avaya maintenance customers receive a comprehensive EXPERT View, "While You Were Sleeping," report that details the activity and estimates the revenue that would have been lost if network problems had been allowed to escalate.
"The report gives me a consolidated view of the value our company receives from our Avaya maintenance contract," Savell said. "Many times you don't think about maintenance until you've had a major failure. But with the EXPERT View report, you can evaluate your maintenance investment against the number of alarms, incidences and actual dispatches."
In addition to major branch offices and manufacturing plants, Simplot has hundreds of small offices worldwide -- each with a stand-alone communications system. With help from Avaya Global Services and NACR, Avaya's largest global BusinessPartner, Simplot provides these small sites with a single point of contact for systems administration, onsite service, upgrades and deployment of new systems. As a result, Savell says she has been able to grow the company's network without having to build a large internal technical team.
Simplot's network is backed not only by Avaya EXPERT Systems, but also by more than 9,000 Avaya Global Services experts and 27 network operations and technical support centers located strategically around the globe.
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications -- and distinguished by comprehensive worldwide services -- Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com/.
Headquartered in Eagan, Minn., NACR is an Avaya "Diamond Platinum" BusinessPartner with more than 230 employees at 55 locations across the country. One of Avaya's largest and most successful dealers worldwide, NACR provides communications solutions throughout the United States, from design and implementation to service and support. The company represents the entire line of Avaya products.
(1) Simplot also uses Avaya messaging, videoconferencing and Avaya UnifiedCommunications Center -- an application enabling speech access toemail, calendars and other important information from any telephone --all covered by Avaya Global Services.
CONTACT:Media Relations:Deb Kline,AvayaTel:+firstname.lastname@example.org
Web site: www.avaya.com/Related Thomas Industry Update
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