AvayaExtra 2014 2015

THE WORLD OF AVAYA AND ITS PARTNERS
Extra Report

08
Avaya Partner News
AvayaEarnsEdisonAward; Avaya
Honored With Three TSIA STAR on Avaya
Awards; DevConnect Partner
Excellence Awards Program
®
10 Avaya Compliant News
CSI Continues Releasing Unique
Features and Affordable Licensing;

RedSky E911 Manager Solution Now AN INDEPENDENT REPORT PUBLISHED BY TELECOM RESELLERM, INC.
Rated “Avaya Compliant”
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Winter 2014/2015
AVAYA NEWS PARTNER NEWS DEVCONNECT NEWS
telecomreseller.com/avayareport
● ●
Understanding 09 03 03 05
Spoken Communications SIP Trunking for Scansource Catalyst Carousel Industries
E911 and Your to Power Avaya Hybrid
Avaya IP Ofice
Announces Cloud
Attains All Six of Avaya
Cloud Solution
Connect FY15 Competencies

Organization’s

Risk Factors

WHY E911?
Enhanced 911 (E911) was developed to allow Workforce Optimization
emergency responders to pinpoint the precise
geographic location of a caller, without the
caller having to verbally communicate this information to the 911 dispatcher. When 911
Yes, HP does that, too.
is dialed, E911 service ensures that the caller’s
precise location information and callback
number is automatically delivered to the E911
dispatcher. his capability is critically important, Outstanding customer service is a powerful competitive
especially when a caller is unable to speak due
to the nature of the emergency (e.g. heart attack, diferentiator. It’s also what makes the performance of your
ire, workplace violence, etc.). he location contact center so crucial to your success.
information that is provided as part of an E911
call can help to dramatically improve emergency
response times, which can mean the diference The HP Qiniti Workforce Optimization solution gives you the edge you need with an integrated
between life and death.
product suite for superior interaction automation and analysis in today’s multichannel contact
However, with the emergence of multi-line center environment:
telephone systems (MLTS) in the workplace,
organizations face new challenges in ensuring • Exceptionalagentperformancemanagement
their users’ accurate location information is • Regulatoryandprocesscompliance
delivered along with the E911 call. Without an
E911 solution in place, only the organization’s • Signiicantcostreductionandoutstandingcustomer
billing telephone number (BTN) and main billing address will be delivered with the call; engagement
when the caller is located within a large campus • Powerful agent scheduling and forecasting
environment or at another oice location, they
will encounter critical delays in getting the
With over 30 years of contact center industry experience,
help that they need. Fortunately, a class of E911 HP Qiniti powers some of the largest contact centers
solutions has been developed to address this in the world. We help top technology, healthcare, and
issue faced by MLTS operators. Organizations
using MLTS must evaluate their networks to telecommunications companies gain a competitive
determine whether or not they require one of advantage with the tools they need to operate world-class
these solutions, and what the consequences may contact centers.
be for failing to take action.
Yes, HP does all that.
RISK FACTORS
Your contact center can do that, too.
E911 is a core concern of the FCC, and many
states throughout the U.S. have passed E911 A leader in contact
legislation to ensure better protection for the
American public in emergency situations. center analytics.
Beyond legislation, there are additional concerns

see BOYLE, page 3 ››
- Frost & Sullivan
Avaya’s 6 Trends

for 2015 - Podcast

Avaya has once again collected a set of trends
they expect to further develop during the coming Avaya DevConnect Compliant
For more information, Follow us on:
year. his is their sixth year publishing trends or, contact us at:
@HP_Qiniti
if you will, prognostications for the coming year.
autonomy.com/qiniti HP Qiniti
In this podcast Pat Patterson, Director +1 (214) 981-3265 HP Qiniti Community
Services Marketing, gives us an overview of the
2015 trends. Listen to the podcast at tinyurl. Qiniti.info@hp.com
HPAutonomy
com/myv2y85. he white paper can be found at
tinyurl.com/n78nbms
© Copyright 2014 Hewlett-Packard Development Company
More at www.avaya.com

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