Page 6 - Extra Report on Avaya Q4

6 Telecom Reseller: Extra Report on Avaya 4th Quarter 2016
CSI announces availability of Virtual Observer call recording and WFO for Avaya’s IP Of ce 10 platform for contact centers
As the rst Workforce Optimization vendor to attain certi cation with Avaya’s IP O ce version 10, CSI is responding to demand from Avaya Business Partners to deliver an integrated WFO solution to midmarket and smaller enterprise Avaya IP O ce contact center customers.
East Hartford, CT - Coordinated Systems, Inc. (CSI), an established provider of best-of- breed customer engagement and workforce optimization solutions for contact centers, has announced that its Virtual Observer solution has successfully completed compliance testing with IP O ce version 10 from Avaya.
CSI utilized customer demand and market research to develop an enterprise-ready Avaya IP O ce-based call recording solution. “We analyzed where the market is headed and identi ed a trend of IP O ce adoption. We’re giving the contact center space what they
want – a fully capable and a ordable enterprise workforce optimization solution which works in the mid-market and SMB sized centers as well,” Dan McGrail, VP of Product Development,
o ered. “Many vendors in the UC space o er a single source solution,” McGrail added, “which ends up becoming either more expensive or lacking in innovative features. Being a best of breed vendor means we use the best available technologies within our own platform, which we install and train on them, ensuring unrivaled customer success. We manage the Workforce Optimization delivery process — guaranteeing success which is unmatched in our industry. Frankly, we get the job done better than anyone else. Bottom line.”
“We at CSI are pleased to o er our Avaya business partners enhanced IP O ce Version 10 integration for our agship WFO solution, Virtual Observer (VO). Our new recording method has been developed with customer value in mind, providing an a ordable licensing model and an extremely robust WFO feature set which has never previously been available for IP O ce customers,” added Rich Marcia, Marketing Director for CSI.
Enhancements speci cally achieved with
WithVirtualObserver,organizationscanoptimizetheircontactcenterquality processesaswellassecurityandcomplianceobjectives.
this integration for IP O ce Version 10 include support for all APIs used to capture metadata; support for all phone types including IP so phones, and support for recording entire events through hold, conference or transfers.
“We are truly excited to continue releasing features which add value for Avaya contact centers”, said Rich Marcia, Marketing Director for CSI. “Being able to provide a robust, integrated workforce optimization (quality monitoring, speech analytics, workforce management) suite for IP O ce is paramount, and ts seamlessly across the entire array of Avaya platforms while providing a high value to Avaya customers and business partners.
With Virtual Observer, organizations can optimize their contact center quality processes as well as security and compliance objectives.
Customers can start with an advanced call recording, search, playback and reporting solution and quickly expand through included components which include quality monitoring capabilities such as integrated scoring and evaluation, screen capture, e-learning through an Agent Portal, and measure KPIs through performance and trending reporting and dashboards.
Virtual Observer di erentiates itself from other solutions in the marketplace with enhanced quality optimization features such
as VO Live for agent assistance with real-time agent screen monitoring, webcam recording and monitoring, social media monitoring, and a “What’s up with the down time” visual view of agent activity across time.
More at http://csiworld.com/. n
Avaya Compliant
LATEST NEWS
Parlance Operator Assistant® Now Rated “Avaya Compliant”
Verbio Voice Biometrics Now Rated “Avaya Compliant”
Voice biometrics application is compatible with key Avaya customer engagement and engagement environment solutions
Helps nancial institutions and
many other enterprises to securely authenticate callers via their unique voice print, helping reduce e orts to validate identity
Avaya BreezeTM Snap-in provides developers with a convenient API to Verbio capabilities, simplifying development e orts
Palo Alto, CA - Verbio Inc., a leading speech technology and solution provider, has announced that its
voice biometrics product is compliant with key customer engagement and engagement environment solutions from Avaya, a global provider of business communications software, systems and services.
The Verbio Voice Biometrics solution helps businesses securely authenticate end users by using voiceprint analysis. When end users access a company’s services, the voice biometrics solution authenticates the user’s identity through their voice. The Voice Biometrics Snap-in uses a convenient API to provide access to voice biometrics services via the Avaya Breeze Platform. Alternatively, voice biometrics services can be accessed through a VXML application
on Avaya Aura® Experience Portal. The application is now compliance-tested by Avaya for compatibility with the Avaya Breeze platform 3.1.1 and Avaya Aura Experience Portal 7.1.
Verbio is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.
As a Technology Partner, Verbio
is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test
Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it
is Avaya compatible. Doing so enables businesses to con dently add best- in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.
Quotes:
“More and more interactions every day require a secure authentication, and voice continues to be the preferred communication channel. We are thrilled to have successfully compliance tested our Verbio Voice Biometrics solution with Avaya. At Verbio, we believe innovation based on open, standards- based platforms help customers incorporate new technology easily
and cost-e ectively, uncovering new possibilities for getting more out of their communications infrastructure.”
— Piergiorgio Vittori, EVP and CRO Americas, Verbio
“Technology partners like Verbio are helping Avaya bring innovation to end users. Voice biometrics can increase end user satisfaction by making any interaction more natural and secure. We are pleased that Verbio Voice Biometrics has successfully completed compliance testing with the Avaya Breeze Platform and Avaya Aura Experience Portal.”
— Eric Rossman, vice president, Developer Relations, Avaya
Additional Resources www.devconnectmarketplace.com/ verbio www.avaya.com/devconnect
For more information please visit www. avaya.com and www.verbio.com. n
Speech-driven call handling solution is compatible with key Avaya team and customer engagement solutions
Allows businesses to leverage the latest virtual operator and agent solutions within their Avaya network
WOBURN, Mass., - Parlance Corp., a leading provider of virtual operator and agent solutions for enterprise call handling, has announced that its Operator Assistant solution is compliant with key team and customer engagement solutions from Avaya, a global provider of business communications so ware, systems and services.
Operator Assistant is a speech-driven
call handling solution that helps businesses accelerate and improve the caller experience while increasing switchboard and contact center e ciency.
e solution is now compliance-tested by Avaya for compatibility with Avaya Aura® Communication Manager 7.0, Avaya Aura Session Manager 7.0, and Avaya Communication Server 1000 7.6.
Parlance is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.
As a Technology Partner, Parlance is eligible
to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. ere, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to con dently add best- in-class capabilities to their network without having to replace their existing infrastructure— speeding deployment of new applications
and reducing both network complexity and implementation costs.
“Successfully completing Avaya DevConnect compliance testing gives our customers additional con dence in our ability to support their advanced call handling needs. We’re excited about the opportunities and insights that inclusion in the Avaya ecosystem will bring to our company.”
— Joseph Maxwell, CEO, Parlance Corporation “Technology partners like Parlance are
helping Avaya meet the needs of its customers through new and innovative applications. Parlance Operator Assistant provides
customers with access to the latest call handling capabilities, enabling them to realize the greatest value from their Avaya investment.”
— Eric Rossman, vice president, Developer Relations, Avaya
For more information please visit www.avaya. com and www.parlancecorp.com. n