Page 6 - Extra Report on Avaya Q2

6 Telecom Reseller: Extra Report on Avaya 2nd Quarter 2017
Avaya Compliant
LATEST NEWS
Symetrix 2 Line VoIP Interface Card Now Rated “Avaya Compliant”
Zang Cloud Helps Mutare Breathe New Life into Communications in Healthcare Sector
Cutting-edge new healthcare app enables medical professionals to securely reach patients using SMS texting
SANTA CLARA, CA - Zang, an Avaya Company, has announced that Mutare, an independent software developer
and systems integrator with a large healthcare customer base, has integrated the Zang Cloud applications-as-a-service platform into an app that improves processes and HIPAA compliance at major hospitals across the U.S. The
app, Vital Link, transforms the hospital waiting room experience, providing better collaboration between caregivers, patients and their families via secure text messages — including appointment reminders, surgery status updates, critical lab noti cations and referrals.
Now marketing its solution, Vital Link, to hospitals nationwide, Mutare originally enlisted Zang Cloud to develop an app that would enable medical professionals and others to reach out to patients using SMS texting, which is not secure. The key to Vital Link’s functionality is its ability to pivot from non-secure to secure settings. When protected health information comes up, the medical professional sends a text message with a link, or URL, and
an accompanying code. Once the patient enters in the code, the conversation
then switches from SMS chat to a
secure browser. Vital Link even catches attempts to revert back to SMS, notifying the individual on the other end of the line if the status of the chat changes to the unsecure mode.
“Everything stays secure from end-to- end, and we encrypt everything in motion and at rest,” explains Rich Quattrocchi, Vice President of Business Development, Mutare. “By using text messaging, which Zang Cloud is very good at, we’re able to get phone numbers and implement them into the system very, very quickly and add that to our o ering. With Zang Cloud, we’re literally calling an API. It takes our coders a very short period of time to put something together like this.”
Mutare develops a great deal of mass noti cation software, creating over-the- top applications for HIPAA compliant secure communications, so developers are often tasked with incorporating multiple means of contact, such as voice,
text and le sharing. Scaling, building and testing applications in this environment can be complex, and working with large carriers often slows things down while increasing costs.
However, Quattrocchi credits Zang Cloud with enabling Mutare to overcome barriers created by major carriers and aggregators when developing apps
that utilize voice, SMS and interactive voice response (IVR) on a consumption basis. For example, when the company needs to scale an application to deliver tens of thousands of text messages in
a short amount of time for emergency noti cation, Mutare simply adds more Zang phone numbers to its cloud and calls the Zang API. This works to eliminate network engineering and paves the way to scale to millions of calls and messages.
“When I set up a mass noti cation system, Zang Cloud will do the text messages and voice calls very quickly and e ciently without any worry
about running into busy signals,” says Quattrocchi. “If I tried to do that on my own with a network carrier, the costs for dedicated infrastructure and networking would be too high to be competitive in the market.”
While Zang Cloud allows Mutare to rapidly and cost-e ectively develop applications that add a tremendous amount of value to its end users, perhaps the biggest advantage of using the platform is the bump in agility it gives the company when responding to customer needs. With healthcare customers often requiring an o -the-shelf system to do something it wasn’t necessarily designed to do, Mutare can design around speci c work ows, using browser interfaces or phone clients applied to smartphones,
as opposed to coming in with a prefabricated solution.
Zang Cloud provides a robust development platform and APIs that allow businesses to communication- enable any application, work ow or business process. Unlike other solutions today that o er rudimentary APIs that require complex coding skills, Zang Cloud o ers developers and non-developers easy to use and sophisticated application development capabilities. More at mutare.com and www.zang.io. l
VoIP interface is compatible with key Avaya team engagement solutions
Seattle, WA - Symetrix, a leading manufacturer of high performance audio hardware and so ware for the installed sound market, has announced that its 2 Line VoIP Interface Card is compliant with key team engagement solutions from Avaya, a global provider of business communications so ware, systems and services.
e 2 Line VoIP Interface Card adds functionality to Symetrix DSPs, natively integrating with both narrow and wide-band audio codecs for a full range of telephony-
based functionality. e 2 Line VoIP Interface Card has been compliance-tested by Avaya for compatibility with Avaya Aura® Session Manager 7.0 and Avaya Aura Communication Manager 7.0.
Symetrix 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, Symetrix 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.
Quotes:
“ is DevConnect compliance testing means Avaya customers can con dently deploy
our audio solutions for use with their Avaya infrastructure. Successful interoperability with Avaya platforms makes the integration experience seamless.”
— Trent Wagner, senior product manager, Symetrix
“Working with leading technology companies like Symetrix to con rm compatibility through the Avaya DevConnect program extends the range of complementary solutions available
to Avaya customers, helping maximize their investment in Avaya platforms.”
— Eric Rossman, vice president, Developer Relations, Avaya
ABOUT AVAYA
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences,
Avaya provides the most complete portfolio
of so ware and services for contact center and uni ed communications with integrated, secure networking— o ered on premises, in the cloud, or a hybrid.
Today’s digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www. avaya.com.
ABOUT SYMETRIX
With unrelenting focus, Symetrix delivers high- performance audio DSP hardware and so ware backed by the highest caliber of customer care. Early-stage implementation of DanteTM network audio is just one of many ways Symetrix continues to lead with innovation in the commercial AV industry. l
Head Germany Gmbh Goes for the Win in Customer Service with Avaya
Avaya enables leading sports equipment maker to shave response times to seconds, increase productivity, build better relationships
SANTA CLARA, CA - In competitive sports, a fraction of a second can make the di erence between a rst-place champion and the runner-up.
For the sales arm of the globally-renowned sports equipment company, Head Germany Gmbh, switching to Avaya shaved customer response times to seconds and took several minutes — in some cases, hours — o administration tasks, all while providing better information to drive continuous improvement in its relationships and service center.
Head Germany Gmbh supports more than 2,200 sporting goods retailers in Germany and Austria, providing highly sought a er lines of equipment for skiers, snowboarders, tennis and other paddle sports as well as swimming. Favored by a number of well-known athletes, including Lindsay Vonn, Head ne tunes its
equipment to help ensure they have the edge needed to claim the trophy.
e company recognized its customer support operations needed ne tuning to match the brand promise: its legacy system severely lacked the e ciency to handle the volume of calls received, administration and management was excessively cumbersome, and information that could help improve operations just wasn’t adequate.
A changeover to Avaya IP O ce and Avaya Customer Engagement solutions made all the di erence. Gains made a er implementation include:
E cient Customer Service – Faster response times while reducing burden on agents with automated routing of incoming calls. Now,
98 percent of calls are answered in seconds, with only a small fraction needing manual transferring.
Productivity – Automated call ows enable better use of agent and administrative
resources — a boon to productivity with associated cost savings.
Control – Individual call ows can be set
up via drag and drop, allowing calls to be controlled in a more targeted manner. Now, the center can be organized at the push of a button.
Information – More transparency in accessing information across management and agents.
Agents can see statistics on calls in queue and which of their co-workers is on break. Managers have more access to information about call origin, center and agent utilization and can plan their operations more e ectively.
“Avaya provides the foundation for highly exible and personalized communications processes at our Service Center. anks to Avaya, we are creating a personal link to our customers, because no matter when a dealer calls, they always connect automatically with a trusted adviser.
Now, 98 percent of all calls arrive with the designated agent within a few seconds. e remaining callers wait a maximum of one minute for their call partner.”
Helga Geißler, Manager HR/Customer Service AT/DE, Head Germany GmbH
To learn more about how Avaya IP O ce and Customer Engagement solutions provide value to Head Germany Gmbh, read the case study ... http://www.avaya.com/en/case- studies/head_cs/
About Head Germany GmbH
Head Germany GmbH is the sales agency of Head International GmbH, with head o ces in the Bavarian town of Feldkirchen. With 60 employees, the company supplies approximately 1,200 German and 1,000 Austrian retailers with skis, ski bindings, ski boots, snowboard equipment, rackets, tennis balls, footwear and sportswear of the brands Head and Tyrolia. For more information, see www.head.com. l