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IP Telephony:
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How can enterprises improve customer contact capabilities at branch locations?
arrowWhat are the advantages of Communication Manager 5.0 for midsize businesses?
arrowWhat are the advantages of consolidating call centers with IP telephony?
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How can SIP trunking lower telecom costs without forcing an investment in new equipment?
arrowHow can my IT department rapidly create applications for a SIP-based environment?
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How are interoperability and open standards vital to enterprise communications?
arrowHow can intelligent communications technology help retailers shrink expenses?
arrowWhat’s the most cost-effective way to migrate to IP telephony?
arrowWill Avaya IP Telephony Solutions work on my Cisco Network?
arrowHow will SIP and Presence transform branch communications?
arrowWhat’s key to enhancing productivity for people in a remote office or who work on the move?
arrowHow do I overcome the challenge of managing multiple locations?
arrowHow can a phone like Avaya one-X™ Deskphone Edition drive productivity and competitive advantage?
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What is “Intelligent Communications” and what does it mean for business results?
arrowWhat should your IP telephony partner offer as you migrate to a converged network?
arrowHow can I achieve optimum performance of my IP telephony applications?
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How can you get even more productivity from your Avaya IP phone?
arrowWhat’s the true cost to your business if communications go down?
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How can you build and manage the right midsize business applications?
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Are there unique security concerns in a converged network?
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How can I meet regulations for protecting and managing network access?
Contact Centers:
arrowHow can communications technology help businesses become greener?
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How can Avaya Communication Manager help my business deliver superior customer service with SIP?
arrowHow can I track contact center agent behaviors better to improve the customer experience?
arrowWhy do I need SIP in my Contact Center?
arrowHow is Avaya making it easier to migrate to open, IP-based Self Service?
arrowWill Avaya Contact Center solutions run over IP?
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How can a midsize business provide "big company" customer service?
arrowHow is intelligent communications revolutionizing the customer experience?
arrowHow will Unified Communications benefit my distributed contact center?
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How can government organizations use communications to improve services to citizens?
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What is the difference between automated response systems and speech-enabled systems?
arrowHow can I improve the performance of my call center?
arrowWhat can a midsize business do to create a competitive advantage?
arrowWhat is the difference between a call center and a contact center?
arrowHow can a business use outbound communications for relationship building, yet not annoy its customers?
arrowHow are the latest IP and SIP standards transforming contact centers?
arrowIs IP reliable enough for my contact center?
arrowCan better management of applications improve your customer call experience?
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How can you keep contact center communications secure?
Unified Communications:
arrowHow can unified communications benefit mobile workers?
arrowHow does an enterprise implement Unified Communications?
arrowWhat’s the best approach to assure maximum performance of a Unified Communications solution?
arrowHow will Unified Communications benefit my distributed contact center?
arrowHow can I provide messaging unification using Avaya and Microsoft products?
arrowWhat are ways to provide messaging unification using Avaya and IBM products?
arrowHow can my business leverage Avaya and Microsoft solutions for Unified Communications?
arrowHow can I be sure I won’t miss calls, emails, or instant messages?
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What does Avaya one-X™ Mobile do for me?
arrowCordless vs. Wireless vs. DECT: What's the difference?
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Are you prepared to restore and maintain critical communications in the wake of a disruptive event?
arrowCan Avaya one-X™ Mobile support Apple iPhone?
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How does Meeting Exchange deliver ROI?
Communications Enabled Business Processes:
arrowHow can CEBP help financial services firms build customer loyalty?
arrowWhat is Avaya Communications Enabled Business Processes?
arrowHow do I take advantage of Communications Enabled Business Processes?
Q:How can communications technology help businesses become greener?
A:
One way is to take advantage of the advanced features of business communications such as SIP and presence to allow employees to work from home. In particular, deploying this technology for customer service agents makes sense. Not requiring them to drive daily to the contact center can help save energy and keep our environment clean.
 
A national study commissioned by the Consumer Electronics Association shows that working from home can significantly reduce C02 emissions and energy usage. If a worker with a one-way commute of 22 miles were to work from home five days per week, then gasoline consumption would drop by 320 gallons and up to six tons of C02 would be eliminated per year. The worker would also save an amount of energy equivalent to roughly 4,000 to 6,000 kilowatt-hours of electricity, which is equivalent to the electricity consumed by an average household in four to six months.
 
Intelligent Communications solutions from Avaya allow agents to work from home, yet appear to customers as if they are at a service center taking calls, answering emails, or chatting over the web. These solutions can help businesses set up telecommuting agent programs and contribute to a greener environment.
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EXTENDED ANSWER:
How can communications technology help businesses become greener?

Avaya Home Agent can help businesses become greener. It is a technology solution that offers a flexible agent environment while preserving the integrity of contact center operations. It enables a home agent program with numerous benefits:

• Reduced hiring, training and facilities expenses
• Lower agent turnover with alternative work arrangements
• Increased customer satisfaction and loyalty
• Access to skilled agents in a competitive market place
• Reduce C02 emissions and energy usage


Home Agent offers end-to-end capabilities and options based on specific business needs. Home agents appear transparently to reporting software, wallboards, workforce management software, and other agent performance solutions.
 
The solution consists of the IP Agent softphone at the agent desktop. IP Agent is driven by Avaya Call Center software running on Avaya Communication Manager. Optionally, Avaya SIP Enablement Services provides integrated instant messaging, enabling home agents to readily access experts across the enterprise.

IP Agent is a PC-based softphone application for improving agent productivity in call centers, remote offices, and work-at-home agents. It is the only agent desktop application capable of providing multiple connection modes from the same application.

SIP Enablement Services supports SIP-based Presence and Instant Messaging with Avaya IP Softphone, Avaya IP Agent, Avaya one-X™ Desktop, and Avaya one-X™ Deskphones.

Avaya Call Center offers a suite of call routing and resource selection capabilities designed to help agents handle calls more effectively and boost productivity.

Avaya Communication Manageris the flagship IP Telephony software platform that delivers advanced Intelligent Communications capabilities using end-to-end SIP for businesses large and small.

For additional information on the Home Agent solution, select “Solutions” in the “Do Your Research” tab on www.avaya.com.
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