Esna for Office 365: A Winning Combination

Web collaboration

For more than 25 years, Esna has developed enterprise software solutions that integrate communication and collaboration tools into the business applications that we use everyday to get work done. We boast a long history in this space, dating back to the 1990s when our products integrated with desktop applications in Windows 95 and Microsoft Outlook.

As the concept of cloud computing grew, Esna began embedding communications and collaboration within cloud-based applications such as in 2005 and then Google Apps in 2008. In 2011 Microsoft introduced Office 365 to market. As this new cloud-based office suite gained momentum, we received requests from our customers and partners to extend the Esna-embedded communication and collaboration experience to Office 365.

Why Esna for Office 365?

At Esna, we believe people are living in the operating system of the future: the Web browser. That is, people are consuming their applications directly through a browser tab. Having said this, Esna enables people to live in the online version of Office 365, which many consider to be more effective, streamlined and easier to use. Users can still download and install Office on their PC or Mac, but we are focused on enabling all of the real-time communication functionalities that are typically not available within Office 365 via our intuitive, browser-based experience.

These kinds of functionalities can include escalating non real-time communications such as email and voicemail to real-time communications like phone, video or audio conferencing. Microsoft does a great job of providing this kind of functionality to organizations with an all-Microsoft infrastructure (e.g. if you use Skype for Business, formerly Lync). However, a majority of today’s market does not rely on a single vendor for both its applications and communications infrastructure.

chat inside of office docs

What the market is buying today is a combination of on-premise and hosted systems from a variety of best-in-class vendors. Esna’s solutions are ideal for these hybrid and mixed environments as they connect these disparate systems into one cohesive platform in a vendor-agnostic manner. This is how Esna helps bring communications and collaboration full circle.

The key technology used within Office 365 are Esna’s HTML5-based clients. Not only do they act as the tools that enable all of the abovementioned communication functionalities, they also offer users full-embedded HTML5 softphone functionality.

Esna offers all of this real-time functionality directly within the browser, meaning there is no desktop software to install. These capabilities are available directly through the browser or through browser admin panels; IT doesn’t have to set the user up with anything. Rather, users simply go to their browser and start consuming applications.

How Do I Know if Esna for Office 365 is the Right Fit for me?

Esna is an ideal solution for companies that want to retain communication and collaboration capabilities for their users as they move from on-premise Microsoft Exchange to Office 365. We provide a platform that helps these companies maintain this functionality within the browser without having to replace their existing communications infrastructure.

At Esna, we take great pride in being the first company to embed communication and collaboration tools in cloud applications. Over the years, we have garnered hundreds of thousands of users who now rely on Esna’s ability to integrate these functionalities within the browser. Of course, Esna’s integration capabilities are not limited to Office 365; because we integrate into the browser, we can work within multiple cloud applications and on virtually every Web page.

It’s our technological capabilities as well as our reputation as a trusted provider of quality embedded communication and collaboration solutions that have made Esna a go-to source for enterprises’ collaboration needs. Regardless of what platform they currently use, we take pride in being our customers’ ally by meeting them where they are at and helping find a solution together.

This article originally appeared on the Esna blog.

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Smarter Cloud Networking is Here, and it Starts with Avaya

The rise of digital transformation, along with growing application and data center needs, has placed more security demands on enterprise networks than ever. So much so that half of CEOs believe their industry is going to become “substantially or unrecognizably transformed by digital.”

These dynamic changes are significant for IT managers, as they are responsible for expertly managing today’s increasingly complex networks. IT resources are entrusted with one critical job: find a way to securely and reliably deploy wired and wireless networks with complete control and visibility—anytime, anywhere.

This of course isn’t as easy as it sounds, especially for companies that lack the necessary IT resources or budget. In fact, “budget and resource constraints” was listed as one of eight top challenges cited by IT professionals in a global survey last year. The average company spent $400,000 on networking equipment in 2014—a number that increased by nearly 20% in 2015.

Here’s the good news: cloud managed networking has emerged as an affordable and efficient network management alternative for many companies. There are a large number of advantages to leveraging a managed cloud solution. First, the technology is easier to operate than an on-premises platform, accelerating time to deployment. The technology also requires virtually no in-house maintenance, which frees up internal teams to handle other high-priority tasks while drastically lowering the risk of manual, error-prone, on-premises deployment work. Perhaps best of all, managed cloud solutions enable businesses to optimize their expenses and reduce costs.

For IT managers, cloud networking translates into reduced day-to-day maintenance tasks (i.e., software upgrades, patches) and improved operational agility—all at a fraction of the cost of traditional solutions. Businesses understand these benefits; in fact, it’s expected that by 2020, 90% of IT industry growth will be fueled by third-party managed technologies.

There’s only one problem: cloud solutions of the past will never effectively meet today’s next-generation networking needs. Businesses require a managed cloud solution that explicitly addresses today’s core IT issues of reliability and security; a solution that enables them to not just survive, but thrive in today’s smart, digital world. That’s exactly why Avaya is announcing its all-new Cloud Networking Platform Solution.

Our advanced solution for large enterprises and medium-sized businesses is inherently built to address security and reliability head on, with a strong underlying focus on simplicity and ease of use. Here’s how businesses will uniquely benefit:

  • Deploy wired and wireless networks with minimal resources:

    Users can seamlessly centralize network management, visibility and control without the complexity of controller appliances or overlay management software. That means hardware (like switches and access points) that are installed on premises can be easily configured and managed in the cloud.

  • Add, change or modify network services on the fly

    : The agile nature of our solution allows IT managers to easily add, change or modify their network services via an easy-to-use dashboard, enabling them to meet their business needs as they inevitably grow and change. For example, zero-touch activation enables managers to automate software upgrades, patches and licenses in order to relieve maintenance burdens. The solution also boasts built-in guest and BYOD on-boarding.

  • Guarantee data isolation among cloud tenants with true multi-tenancy:

    This key security component of our solution guarantees that user traffic will always remain on your firewall-protected LAN. This way, cloud connectivity is only required for out of band management functionality. Meanwhile, standards-based encryption prevents visibility of communications between a customer site and the cloud.

  • Guarantee service availability with data center redundancy and data replication:

    Avaya’s solution helps ensure wireless access points act autonomously, even when the cloud connection is lost. Furthermore, the technology enables high availability by always processing traffic locally and providing security directly at the network edge in each access point.

As companies face insurmountable pressure to reduce IT resources and budgets, it’s clear that the market needs a smarter networking solution. Our new Cloud Networking Platform Solution allows businesses to enjoy the native benefits of the cloud that they have come to know and love, with the critical level of networking reliability and security they has been lacking—until now.

Learn more at our webinar “Debunking the Myths of Cloud Management” on October 26 at 10 am PST. Sign up now.

Service while you wait – eGain innovates to turn hold to gold

My first exposure to self-service IVR application development was back in the early 1990s. Over the years, I’ve participated in the evolution from simple menu-based interfaces (“Press 1 for sales, 2 for service…”), to full-blown natural-language interactions driven by intelligent, automated back-end capabilities (“Open the pod bay doors, Hal…”).

It’s still not perfect, and I find myself having to opt out and wait for a human agent more often than I care to. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time.

So what do I end up doing? Mostly checking Facebook, responding to emails, and playing solitaire on my phone. Seems like my smartphone isn’t being used very smartly, and it’s certainly not making me happy when I’m sitting on hold and waiting for an available agent.

Since the launch of the Avaya Breeze™ Platform, we have been advocating the value of the Breeze platform to solve problems. Give us a use case (problem) and with Breeze, an innovative, scalable, secure solution can be developed in days to weeks. On hold time appears to be a major use case in need of an innovative solution.

In January, Forrester reported that 73% of customers say that valuing their time is the most important thing that companies can do to provide them with good customer service. So why make them waste time on hold (even if they are keeping up with their Instagram and Pintrest feeds) instead of actually helping them during that transition time from self-service to agent-assisted?

This is why I think eGain Corporation, one of our 2016 DevConnect Innovation Award winners, is onto something really big.

By creating the eGain Knowledge Snap-in for Avaya Breeze, Avaya customers can improve the overall experience and satisfaction of their own customers by making relevant information quickly available in a self-directed manner. In other words, eGain has innovated on Avaya a solution to the on hold problem.

How? By recognizing that an IVR user is calling with a smartphone, the Breeze-based workflow will work with eGain’s cloud-based knowledge base whenever the caller is queued between an IVR interaction and a contact center agent, presenting relevant content to the caller’s smartphone via SMS, based on the context of the information already collected via the IVR interactions, and allowing the user to self-select additional materials that are more visual in nature (such as basic repair-and-troubleshooting instructions, documents, or even video clips).

As a result, users can more often find their own answers before the agent becomes available. At a minimum, the customer will likely be better informed when talking to the agent, creating the opportunity for a shorter call overall.

Smartphone users have lots of ways to keep themselves busy while on hold. And while there is a certain enjoyable aspect to completing another level in whatever newest game you’ve loaded, nothing beats actually being productive when you have an issue you’re trying to solve. eGain’s Knowledge Snap-in and Avaya Breeze don’t just let end users mine for virtual coins in their spare time, they actually help turn those on-hold moments to gold for everyone.

Avaya Named a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure

Avaya is honored to be recognized as a leader in Gartner’s Magic Quadrant for Contact Center Infrastructure worldwide. Avaya has been the only vendor having the distinction of being named a Leader for 16 consecutive years. Each year the research organization creates a market view of key players for business users, reflecting business goals, needs, and priorities.

Contact centers have gone beyond phone calls with customers now expecting to communicate on their terms via text, IM, email, chat or video. For the past 16 years Avaya has created seamless and highly personalized experiences, building brand loyalty for companies all around the world.

According to Deloitte, 85% of organizations view customer experience provided through contact centers as a competitive differentiator. Todays companies must remain relevant by creating a single interface to connect customers with the correct resource each time, supporting their preferences. Supervisors and managers need real-time performance information to adapt immediately to situations to ensure optimized customer experience.

Avaya has focused its efforts on creating next-generation contact center solutions, creating communication strategies enabling a continuous transition between channels during customer interactions.

Please visit Gartner’s page to read the full report and see how Avaya’s Contact Center infrastructure continues to deliver best-of-breed Contact Center applications. We look forward to continuing innovation and leading business communications for the digital age.