Page 23 - Bauyer's Guide Q3 Q4 2015

Extra report on Avaya BUYER’S GUIDE 23

Avaya Proactive Contact (continued)

Company Solution/Service name
Description
Avaya Platform
Contact
Contact email
VPI (VoicePrint VPI EMPOWER Suite (Call VPI EMPOWER is a contact center workforce optimization software suite that integrates call recording, Avaya Proactive VPI Sales Support
Info@VPI-Corp.com
International)
Recording and Quality quality assurance, interaction analytics, performance management, eLearning and intelligent virtual Contact / Proactive
Monitoring, Performance call agents to help rapidly identify and solve critical operational and customer experience issues.
Outreach Manager
Module, Real-time
Performance Reporting)

Avaya Scopia Desktop

Company Solution/Service name
Description
Avaya Platform
Contact
Contact email

Esna Technologies Inc.
Esna iLink
Esna iLink for Avaya Scopia® Desktop is a browser extension that makes it easy to schedule and start Scopia Avaya Scopia Desktop
Davide Petramala
davidep@esna.com
meetings right from Google Apps and Salesforce.com.

Avaya Self Service

Description
Company
Solution/Service name
Avaya Platform
Contact
Contact email
AT&T
AT&T SIP Trunk Services (IP SIP Trunking solution
Avaya Self Service
Sam McCormick
smccormick@att.com
Flexible Reach, IP Toll Free, IP
Transfer Connect)
The Dialogic® ControlSwitchM System meets the needs of both network operators and enterprises Dialogic Corporation
Dialogic® ControlSwitchM Avaya Self Service
James Rafferty
james.rafferty@dialogic.com
that require best-in-class connectivity between disparate IP and TDM networks. As a carrier-grade System
softswitch, the ControlSwitchM System provides advanced functionality that encompasses session
control, security, signaling and media interworking, and service enhancement for both voice and data
applications.
Interactive Northwest, INI IDReset
A self-service password reset application which provides a mechanism for users to reset their Active Avaya Self Service
Debbie sales@interactivenw.com
Inc. (INI)
Directory passwords by phone or website without the assistance of a helpdesk agent.
Kauffman

A software application dispatcher and load balancer for AAEP environments, providing a distributed, Interactive Northwest, EQuilibriumM
Avaya Self Service
Debbie sales@interactivenw.com
reliable mechanism for managing multiple application servers to achieve high availability and Inc. (INI)
Kauffman
scalability.
Interactive Northwest, INI AudioMenusM
A web-based administration tool that creates full-featured IVR menus and announcements for the Avaya Self Service
Debbie sales@interactivenw.com
Inc. (INI)
Avaya Aura Experience Portal (AAEP) .
Kauffman
An automated forms application for AAEP environments that simplifies data collection for surveys, Interactive Northwest, AudioFormsM
Avaya Self Service
Debbie sales@interactivenw.com
reports, and information requests. It collects voice and DTMF input and has a web-based Inc. (INI)
Kauffman
administration and transcription interface.

IR
Prognosis
Real time insight to service-level achievement, service availability, performance and voice quality for Avaya Self Service
General Enquiries
info.usa@ir.com
SP’s customers complete ecosystems.
"Provides a visual interface to your IVR and allows customer to visually navigate your IVR through Jacada Inc.
Jacada Visual IVR
convenient menu options on their mobile device or on the customers website.
"
Avaya Self Service
Steve Herlocher
sherlocher@jacada.
com

ASR is sold in 4 tiers and can support simple grammars to SLM and Natural Language Understanding LumenVox
Speech Recognizer
Avaya Self Service
Sales
Sales@LumenVox.com
(NLU).
LumenVox
LumenVox Call Progress CPA detects answering machines for outbound applications. Using ASR technology it has industry- Avaya Self Service
Sales
Sales@LumenVox.com
Analysis (CPA)
leading accuracy.
Speech Tuner is a Windows GUI tool. It analyzes ASR and TTS performance in speech applications LumenVox
Speech tuner
Avaya Self Service
Sales
Sales@LumenVox.com
and helps improve recognition accuracy through tuning grammars, ASR settings, and more.

LumenVox
Text-to-Speech Server
TTS supports 17 languages with 43 natural-sounding voices.
Avaya Self Service
Sales
Sales@LumenVox.com
VoiceKey intelligent voice biometrics solution for Call Centers, IVR and Mobile Applications helps Speech Technology VoiceKey
Avaya Self Service
Dmitry Belevitin
belevitin@speechpro.com
businesses enhance customer experience while strengthening corporate security.
Center Ltd.
Swampfox Inc
Swampfox OCM (Outbound Swampfox OCM is an application framework that enables enterprises to create and manage Avaya Self Service
Bob Cooper
bob.cooper@swampfoxinc.com
Campaign Manager)
automated outbound calling functionality.

Verbio Automated Speech Recognition (ASR) allows Voice XML applications to recognise and Verbio Technologies Speech Recognition
Avaya Self Service
NIRMALYA DE
nde@verbio.com
understand spoken language and DTMF tones.
S.L.
Verbio Technologies Text To Speech (TTS)
Verbio's TTS solution automatically converts inputted text into audio output. It allows Voice XML Avaya Self Service
NIRMALYA DE
nde@verbio.com
S.L.
applications to play written text.
As part of the Conversation Bridge, the Queue Manager queries and monitors agent states and Virtual Hold Virtual Hold Queue Manager
Avaya Self Service
Adrienna Frazer
afrazer@virtualhold.com
service speed and then uses the provided CTI event reports to calculate the expected wait time.
Technology

WEBTEXT
SMS Gateway Service
Enables contact centers to send and receive SMS text messages. This will provide a new channel to Avaya Self Service
Sales
operations@webtext.com
communicate efficiently and cost-effectively with their clients.

Avaya Call Management System
Description
Avaya Platform
Contact
Contact email
Company
Solution/Service name

Aceyus, Inc
Aceyus
Aceyus Contact Center Intelligence solutions provide complete, real-time, and enterprise wide insight Call Management Charlene Kozloff
charlene.kozloff@aceyus.com
to contact center operations for all users enabling fact-based and intelligent responses to real-time System
events and historical trends.
Forecast accurately, develop schedules for multiple sites, track key performance indicators and Call Management Brian Henson
Brian.Henson@calabrio.com
Calabrio, Inc.
Calabrio Workforce
manage real-time adherence. Web-based access to every feature from any location provides better System
Management
visibility.
Inova Solutions
Inova LightLinkM
Inova Solutions extends the value of Avaya reporting by allowing customers to monitor key real-time Call Management Mari Mitchell
mmitchell@inovasolutions.com
metrics from multiple platforms on customizable, mobile dashboards and multi-media wallboards.
System

Mattersight® Predictive Behavioral Routing automatically routes calls by using advanced algorithms Call Management Tom Bamlett
tom.bamlett@mattersight.com
Mattersight
Mattersight DACD WFM
that predict the best available agent to handle each specific caller based upon performance, personal System
Connector (JDBC) and (ODBC)
strengths, and behavioral characteristics such as personality and communication style.
NICE Systems
NICE IEX WFM
NICE IEX Workforce Management is a work force management solution that provides forecasting and Call Management NICE
support.americas@nice.com
monitoring of work for contact center agents.
System