Avaya Review

Avaya’s existence as a standalone company began October. 2, 2000, when it was spun off from Lucent Technologies and began trading on the New York Stock Exchange under the symbol AV. For more than a century prior to that day the company was a part of Western Electric, AT&T, and Lucent.

What Avaya does

In its early days Avaya earned a reputation for creating high-performing, solidly reliable — some would say “bullet-proof” — enterprise communication solutions incorporating such products as desk-set phones, office-building switches and switchboards, call-center systems, voice-mail software, cabling, and many others. Esteemed Bell Laboratories scientists won 1,600 pre-spinoff patents developing technology now under the Avaya banner.

Avaya’s reputations for product quality and technological innovation are just as strong today, even as the company has shifted its focus to such areas as Internet protocol telephony, wireless data communication, customer-relationship-management software and speech recognition technology.

Satisfied Customers

Palm Beach County Schools, Bank of Ireland, Santa Rosa Auto Parts, Hyatt Corporation, Whirlpool, Analytical Graphics, Inc., Security Service Federal Credit Union, Grene Vision Group.

Call Center Product(s)

  • Avaya Call Center Solution Suite

Call Center Software Key Features

  • Avaya delivers intelligent communications solutions that help companies transform their businesses to achieve marketplace advantage.
  • More than one million businesses worldwide, including more than 90 percent of the Fortune 500, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes.
  • Drawing on a rich heritage of enterprise telephony and mastery of IP-based technologies, Avaya helps customers to grow revenue, lower risk, reduce costs and achieve superior business results.
  • As a leader in IP telephony, the company helps customers realize business value and create competitive advantage by driving the integration of communications and business applications across any network and device.

Call Center Software Modules

  • Location Preference Distribution with Advanced ACD
  • Locally Sourced Music and Announcements
  • Variables in Vectors and Conditionals
  • Advanced Segmentation
  • SIP Endpoint Control by CTI
  • Integration with CTI Dialer
  • Multiple observers with Service Observing

Call Center Technology

Avaya Call Center is built upon proven and innovative, on-demand automatic call distribution (ACD) and advanced telephony technology. It offers a suite of call routing and resource selection capabilities designed to help agents handle calls more effectively and boost the overall level of the call center’s productivity. Call Center supports both public and private SIP networking, as well as SIP agent telephones. Avaya Call Center enables an end-to-end SIP architecture, bringing together gateways, self service, multi-site centers, and CTI applications, all at the service of the customer.

Bottom Line

Avaya develops and leverages new technologies with an ongoing focus on innovation giving enterprises the communication tools they need to succeed in their endeavors. Avaya Labs has added 100 more patents to the list of patents, as they create new ways to help companies route customer contacts, analyze their data networks for adding voice traffic, and find other ways to unleash the power of communications.