• Avaya receives Omega’s prestigious NorthFace ScoreBoard AwardSM for exceeding customer expectations for 4th Consecutive Year.
  • TMC, a global, integrated media company, named Avaya IP Office Contact Center as a 2017 Unified Communications Product of the Year Award winner.
  • Avaya Cloud Solution wins China’s Ministry of Industry and Commerce "Cloud China - 2016 - 2017 Annual Cloud Computing Excellent Solution Award".
  • IDC names Avaya a leader in the 2017 IDC MarketScape Worldwide Unified Communications and Collaboration Vendor Assessment.
  • Avaya received the 2017 North American Customer Value Leadership Award in Contact Center Routing from industry analyst firm Frost & Sullivan. This award represents Avaya’s leadership and innovation as a supplier of contact center routing technologies through its Customer Engagement portfolio.
  • Avaya picked up three prestigious awards, the 2017 Asia-Pacific Inbound Contact Center Routing Systems Market Share Leadership Award, the 2017 Southeast Asia Contact Center Applications Market Share Leadership Award, and the 2017 Philippines Contact Center Applications Vendor of the Year award, at the annual Frost & Sullivan Asia-Pacific Best Practices Awards.
  • Avaya Oceana named as a 2017 Contact Center Technology Award winner by TMC.
  • The A.I.Connect initiative is established with leading technology partners, centered on speeding the development and application of artificial intelligence technologies (AI) in contact centers and unified communications for Avaya customers.
  • Avaya receives the Frost & Sullivan 2017 Market Leadership Award for Contact Center Systems in North America. The award was given to Avaya for its superior leadership and customer service as well as the strategic product development and technological innovation of its Customer Engagement Solutions portfolio.


  • A new version of the company’s contact center platform for midsize businesses, Avaya IP Office Contact Center 10, enables businesses to quickly and easily define and deploy an omnichannel strategy that encompasses the entire customer journey, from proactive, outbound capabilities, multi-channel self and assisted service, through real-time and historical reporting and integration with CRM packages.

  • A new, global channel partner program launches. Avaya Edge significantly streamlines the program structure and requirements for partner certification under new gem-based levels: Diamond, Sapphire and Emerald and improves benefits and flexibility.

  • In the second major product release of the year and one of most significant for the Avaya portfolio, Avaya Equinox™ Experience fulfills the long-sought promise of unified communications. Avaya Equinox delivers streamlined, mobile-first communications within the applications and browsers employees “live in” for their work. Customizable through the Avaya Breeze™ Client SDK by vertical industry or worker requirements, Avaya Equinox is supported on desktop or mobile devices, and available out-of-the box on the new, elegant, all-glass Avaya Vantage™ device.

  • A complete network lifecycle management solution for enterprise and midsize businesses, the Avaya Cloud Networking Platform delivers a unified, powerful solution for deploying and managing wired and wireless networks with complete control and visibility anywhere, anytime.

  • Avaya announces a new approach to network security that enables organizations to create stealth, hyper-segments within their networks. The hyper-segments are invisible to hackers and provide the elasticity to protect the "everywhere perimeter."

  • The Avaya Oceana™ solution launches, a major portfolio release of a multi-touch customer engagement solution that gives companies the freedom and flexibility to create, innovate, optimize and future-proof customer journey-driven experiences. The launch also includes Avaya Oceanalytics™ insights, a modular and flexible analytics and reporting platform that supports real-time decision-making and deeper customer insight; and Avaya Oceana™ Workspaces, a cumulative view of customers across all touch points that is delivered to agents, supervisors and experts.

  • Zang™ comes to life as the first, all-in-one, cloud communication and applications-as-a-service platform that enables anyone to create “click-to-connect” communications with high-quality video, chat, voice, SMS, and document sharing from mobile, web, or desktop environments. This highly interoperable platform provides complete workflow automation and sophisticated application development capabilities that can work with any vendor’s UC platform.

  • Avaya Breeze™ Platform, the next-generation of the Avaya Engagement Development Platform, makes the scene, profoundly simplifying application development while delivering built-in capabilities for enhanced mobile, customer-facing and hybrid/cloud requirements. This open framework brings the necessary attributes for communication into the digital age: embedded, multi-platform, mobile, fast, low risk, and workflow enabled—a key requirement to automate previously manual processes to improve digital experiences.

  • Avaya unveils the Avaya Snapp Store, the first eCommerce app store for business communications. The Snapp Store is a delivery mechanism for third party and Avaya Snap-ins—easily consumable, prebuilt connectors, fit-for-purpose apps and/or developer code that enable companies to quickly build workflows, customer journeys and other unique applications.

  • Avaya SDN Fx™ Healthcare’s unique security and inventory management solution for medical devices enables healthcare organizations to easily connect and segment devices, applications and networking traffic; simplify and speed on-boarding, mobility and management; and automate inventory management.

  • Avaya Midmarket Cloud solutions enable Avaya channel partners to sell or host and sell Avaya Unified Communications and Contact Center technologies as a cloud-based service, enabling them to maintain customers who wish to move to the cloud, ease new advanced technologies into existing, premises-based systems, and reach new customers with a full stack cloud offer plus value-added services. Avaya Midmarket Cloud includes Powered by Avaya IP Office™ for the hosted model and OnAvaya Google Cloud Platform for sell through.


  • Avaya launches a new version of Avaya Collaboration Pod built for the needs of midsize enterprises. Previously only available for Cloud Service Providers and large enterprises, the Avaya Collaboration Pod 2400 series combines applications, servers, storage, networking and management components in an easy-to-deploy, ready-to-operate package.

  • Avaya acquires Esna to enable the integration of multi-vendor communications into cloud-based applications. The acquisition enables end users to access communications capabilities through a browser-based client without leaving the applications they are using.

  • A new line of next-generation, premium stackable Ethernet switches, the Ethernet Routing Switch 5900 Series, optimized for Avaya Fabric Connect, allows companies to support new and emerging technologies as well as existing ones.

  • Customer Engagement OnAvaya™ powered by Google Cloud Platform launches, providing a complete contact center cloud-based solution that delivers Avaya IP Office customer engagement technology as a subscription service via the Google Cloud Platform.

  • Avaya Stadium, the first cloud-enabled MLS venue, officially opens with a ribbon-cutting ceremony hosted by Avaya and the San Jose Earthquakes, who call Avaya Stadium home.

  • Avaya introduces a new, open software-defined networking (SDN) architecture that helps create the agile networks required for dynamic applications. Avaya SDN Fx™ Architecture is the first to deliver “connect anything, anywhere” simplicity, shaving off weeks in provisioning time by allowing devices and users at the network edge to be added easily to the network.


  • The Avaya portfolio becomes Team and Customer Engagement Solutions, innovative technologies that connect locations and functions across the enterprise, integrate communications-enabled applications into workflows, and support the seamless migration from desk to mobile.

  • Avaya Engagement Environment, a new, enhanced version of the former Collaboration Environment, now includes the Engagement Development platform, the Collaboratory (a developer sandbox), and easily-integrated “Snap-ins” that enable companies to quickly add enhanced communications capabilities such as WebRTC, real-time speech, mobility, work assignment and context store into existing contact center operations.

  • Avaya IP Office™ Select expands to support mid-market companies with up to 2,500 employees or 150 locations.

  • Avaya IP Office™ Contact Center and Contact Center Select launch to provide midsize businesses with multi-channel capabilities in a solution built for their requirements.

  • Avaya Communicator now brings together all user interfaces into a rich, single client that provides access to all communications channels across the enterprise and midmarket platforms, including the new Avaya Multimedia Messaging and latest version of Avaya Aura® Conferencing, allowing employees to toggle between devices on-the-fly.

  • Avaya becomes the first and only vendor to extend automation from the data center to the end device, completely removing the need for manual provisioning from everyday service delivery.

  • San Jose Earthquakes and Avaya announce Avaya Stadium, new home of the MLS team that will be a high-tech showplace in the heart of Silicon Valley.

  • Avaya successfully delivers full stack networking and unified communications to Sochi Olympics.

  • Avaya and HP announce multi-year agreement to offer cloud-based unified communications and contact center technology, and management solutions for enterprises, combining HP’s expertise in services delivery with the Avaya technology portfolio to offer UCaaS, CCaaS and infrastructure modernization services.

  • BT Wholesale and Avaya launch cloud-based solutions for channel partners to extend to their end customers.


  • The launch of Avaya Aura™ Collaboration Environment signals a breakthrough in the development of communications-enabled applications. The platform removes the need for specialized communications skills to develop secure, mobile, cloud-ready applications tailored to support any role, task or vertical need.

  • Avaya acquires ITNavigator, a leader in cloud, social media, management and monitoring solutions, to bolster its contact center and Collaborative Cloud portfolios.

  • Avaya Fabric Connect becomes the industry’s first fabric-enabled multi-service/multi-tenant edge solution that extends to support remote offices and deliver a new, simpler and more resilient model for IP Multicast.

  • Avaya Collaboration Pods for Avaya Aura® Virtualized Environment offer a pre-integrated, pre-tested full stack solution that include technologies from Avaya, VMware, and EMC with a common orchestration for simplified deployment and management. Cloud Service Providers and enterprises can deploy Collaboration Pods in hours as opposed to weeks or months.


  • Avaya Aura™ Conferencing 7.0 launches, a major new release that enables session-based, unified voice and web collaboration from anywhere using desktop Macs or PCs, tablets, and smartphones. Supported by our open, standards-based SIP architecture, Avaya Aura Conferencing 7.0 provides the high-performance, scalability and security required by enterprises, with the flexibility needed for mobile collaboration and BYOD environments.

  • Avaya Aura™ Virtualized Environment debuts, making Avaya Aura applications VMware-ready. Avaya Aura Virtualized Environment enables businesses to accelerate adoption of mobile collaboration applications across their organization, while providing high reliability, simplicity and functionality in a virtualized environment.

  • The latest version of Avaya IP Office adds new mobility, management and security features to help SMEs efficiently and securely take advantage of BYOD (Bring Your Own Device) environments. Scalability increases to support for 1,000 users in a single location, allowing greater flexibility for growing companies.

  • Avaya Identity Engines 8.0 addresses the challenges of BYOD with a complete solution that delivers unified wired and wireless network access to employees, guests and their devices without compromising enterprise security. It simplifies the administration of BYOD with auto-registration and device fingerprinting capabilities, providing IT staff with detailed visibility into the type and profile of devices on the network and enabling them to define who gets what kind of access.

  • Avaya acquires Radvision, Inc., a leading global provider of video conferencing and telepresence technologies over IP and wireless networks. The acquisition enables Avaya to provide a highly integrated and interoperable suite of cost-effective, easy-to-use, high-definition video collaboration products, with the ability to plug and play multiple mobile devices including Apple iPad® and Google Android.


  • Avaya is named an Official Supplier to 2014 Sochi Olympics, and separately, also named the exclusive supplier of unified communications and collaboration to Boston Red Sox. Avaya customer, Carlo’s Bakery—also known as the Cake Boss on TV—features a segment on a very special cake made for Avaya that includes working replicas of Avaya IP Office, phones, and video conferencing.

  • Two acquisitions in 2011—Aurix and Sipera—add new audio search and analytics and Session Border Control technologies to the Avaya portfolio.

  • The contact center portfolio adds social media and multimedia capabilities with the latest version of Avaya Aura™ Contact Center and the award-winning Avaya Aura™ Experience Portal, which is virtualized for the first time.

  • Avaya’s mobility play with Avaya one-X Mobile grows to support the broadest array of mobile consumer devices on the market. Avaya continues to stay ahead of the mobility curve, enabling employees to work from anywhere.

  • For the first time since the acquisition of Nortel, Avaya IP Office™ 7.0 can support Nortel deskphones, providing investment protection to SMB customers with older Nortel systems companies to keep existing desk sets while upgrading to the advanced capabilities of IP Office.


  • 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.


  • Avaya Aura® platform 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 2,400 employees. The solution reduced complexity, saved money, and put advanced unified communications and contact centers within reach of midsize companies.


  • Avaya Speech to Text let people read their voicemail messages on their mobile devices or computers. By converting a voicemail 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 voicemail at any time from any email-enabled device or smartphone. They could read, prioritize and act on voicemails as soon as they were 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.


  • 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 of 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, 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.


  • 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.


  • In another contact center advancement, 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.”


  • Avaya advances in the contact center market helped 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 for medium-sized businesses, brought the ability to route interactions and customer data to the appropriately skilled agents.

  • 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.


  • The spring of 2003 brought 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 location.


  • 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 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 midsize 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, voicemail 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: “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.


  • 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.


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