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Avaya Interaction Center for customer relationship management (CRM) debuted. The software solution enabled businesses to evolve multi-platform call centers to multimedia, multi-site contact centers. Companies could now give their customers personalized service in a way that met business goals.
Avaya was an early proponent of improving business operations with the strategic use of communications applications. In October 2002, Avaya outlined the benefits of what it called "converged communications." In a roadmap the company proposed at the time, it focused on the crucial role applications would play in making communications an enabler of better business performance. Today, many people ask "if there is an app for that," whatever "that" is. Avaya has always known applications would play a key role in delivering advantages to its customers.
In 2002, Avaya also stepped up its offerings for the small and medium business market with Avaya IP Office. Avaya IP Office supported the concept of an "all-in-one" converged voice and data communications solution for small and mid-sized businesses, eliminating the need for companies to maintain separate voice and data networks. As smaller companies demanded large-company communications, Avaya fulfilled their requirements.
With the 2002 introduction of Avaya Unified Communication Center, the company offered an integrated solution that delivered wireless, Web and speech-enabled access to applications including messaging, communications and collaboration tools. From phones, cellular phones, PCs or wireless handheld devices, people could easily manage email, voice mail and fax messages, in addition to accessing critical business communications applications, such as calling, conferencing, company directories, desktop calendar and task functions.
When Session Initiation Protocol (SIP) was an emerging standard in 2002 Avaya said the following: "We believe that SIP will have a profound impact on next-generation communications, helping enterprises run more efficiently in a virtual environment and providing users with more personalized communications no matter where they are or how they choose to communicate."
The promise Avaya recognized in SIP then has contributed significantly to the latest innovations the company is bringing out.
In its first decade, Avaya had its network management skills put to the test on a world stage twice, when it ran the communications networks for the 2002 and 2006 FIFA™ World Cup games in Japan and Korea, and Germany, respectively.
The Avaya team showed how business operations – from accreditation of players and tracking inventory to confirming hotel accommodation and maintaining security systems – could be managed more effectively by integrating them with communications. The result was a winning score for Avaya in support of its customer.
The spring of 2003 brought another advancement, the introduction of Avaya MultiVantage Communications Applications, integrated with Avaya Communications Manager. This combination made it easier for organizations to respond to a more mobile and distributed workforce by giving employees access to more communications services from any locations.
Avaya advances in the contact center market assisted companies of all sizes succeed. Avaya's Contact Center Express was its first complete multimedia contact center solution designed solely for medium-sized businesses. The solution brought complete multimedia interaction via voice, Web chat and e-mail, and the ability to route interactions and customer data to the appropriately skilled agent to medium-sized businesses.
The company's converged mobility products helped extend key office communications to employees traveling throughout - and beyond - an enterprise. The products played a critical role in the company's converged Wi-Fi and cellular solution architecture. The products seamlessly extended IP telephony to wireless networks. They were designed to improve the delivery of IP applications and voice communications for a mobile workforce, driving enhanced productivity, new cost efficiencies and greater security in enterprise wireless communications.
In another contact center advance, Avaya designed IP-based applications to seamlessly link a company's entire workforce - including contact center agents, branch office employees and knowledge experts in any location - to serve customers with greater speed, accuracy and efficiency. With this capability, Avaya helped improve customer experiences and agent productivity, while significantly reducing the costs of contact center operations. The new applications were part of Avaya Customer Interaction Suite.
Avaya outlined a strategic roadmap to help businesses make the transition to a new era of Intelligent Communications using products from an emerging software and services category called business communications applications.
At the time, Avaya said: “Intelligent Communications seamlessly connects communications applications and business applications, giving workers, customers and processes the ability to be linked to the right person, at the right time, by the right medium - voice, text and video - over any network. This right-time, right-choice communications gives businesses and workers increased agility through greater speed, responsiveness to customers and control over communications.”
The introduction of Avaya one-X™ Quick Edition displayed the benefits of the emerging SIP-based communications. A peer-to-peer solution, it was simple to set up and use. All the software was in the phone, with no need for a communications server or advanced installation skills. Its introduction made migrating to IP communications easier for small businesses and small branches of larger companies.
With enhancements to Avaya’s one-X™ Quick Edition small offices could access Intelligent IP communication solutions without the need for a central server. Avaya embedded the functionality of an IP-PBX into phones themselves using SIP-based peer-to peer-technology. The enhancements included SIP trunking capabilities, which allowed small office locations to reduce costs by routing voice traffic securely over an Internet connection.
End-to-end Session Initiation Protocol (SIP) support was at the core of the next advance in customer service support, Avaya Customer Interaction Suite capabilities. Contact center managers could help customers who wanted to use live or streaming video through PCs or smart mobile devices. All a company's resources from the contact center to sales offices to supply chain to billing to other support functions could be instantaneously engaged to serve customers cost-effectively, regardless of location.
The introduction of Avaya Communication Manager 4.0 combined superior business continuity and increased capacity with mobility and branch office enhancements. The system gave
customers the ability to build larger, more flexible communication networks and delivered business continuity capabilities addressing the need for secure, highly available communications.
As the pace of a distributed workforce picked up steam, Avaya maintained its focus on following and supporting that workforce and its communications requirements. Avaya Distributed Office provided communications, collaboration and mobility capabilities for the unique needs of the branch office. Features such as presence and instant messaging could be delivered to every location, enhancing staff responsiveness to customer needs. Mobility features could support employees on the go, providing effective communications regardless of location. It continued the use of a SIP-based architecture.
In October 2007, Avaya became a privately held company when it was acquired by Silver Lake and TPG Capital. The transaction laid the foundation for accelerated changes in Avaya's portfolio, operations and position with its customers.
Avaya Speech to Text let people read their voice mail messages on their mobile devices or computers. By converting a voice mail message into a text format delivered as an email with an optional voice attachment, employees could quickly view and respond to the content of a voice mail at any time from any email-enabled device or smartphone. They could read, prioritize and act on voice mails as soon as they are received to keep decision-making and work in progress.
Avaya Unified Communications for remote workers and branch offices continued to help businesses address the challenge of building a more customer-focused, collaborative and profitable enterprise. The solutions focused on role-based communications needs for teleworkers, home agents, enterprise and small business mobile workers, branch office integration, retail stores and branch banking.
Avaya Aura® was a breakthrough architecture that easily integrated communications across multi-vendor, multi-location and multi-modal businesses. Its introduction simplified complex communications networks, reduced infrastructure costs and delivered voice, video, messaging, presence, Web applications and more to employees anywhere.
Intelligent Customer Routing for contact centers was the first solution enabled by the Avaya Aura platform. It uses SIP technology to send customers and their essential information to the correct agent through the quickest and most efficient route possible.
The Avaya Aura midsize solution was a single-server, unified communications solution for businesses with between 100 and 2400 employees. The solution reduced complexity, saved money and put advanced unified communications and contact centers within reach of mid-sized companies.
Avaya helped make business collaboration more accessible and effective with the introduction of the Avaya Flare® Experience.
Avaya's always evolving customer service solutions added Avaya Aura Contact Center. It used the SIP-based collaborative session model of Avaya Aura to connect customers and their information to the right agent via any communications mode, including voice, video, e-mail, chat.
Although the technologies change, Avaya continues to innovate with communications and collaboration technologies and services that connect people and help them work together.