AvayaExrtra Q2 General

Avaya News ■ Partner News ■ DevConnect News
2nd Quarter 2016
Extra Report
04 AVAYA COMPLIANT NEWS
Major Retailer 05
Transforms
Dialogic IMG
Customer Service with
2020 Integrated
Jacada Integration and on AvayaMedia Gateway Solution
Automation Solution
Now Rated “Avaya
®
15 Compliant”
Avaya and 06
Tencent QQ
Aculab’s
Collaborate to Improve
ApplianX IP
the Customer Gateway Now Rated
Experience
“Avaya Compliant”
Enterprise E911: TR
AN INDEPENDENT
06 REPORT PUBLISHED BY
Biscom Solution Keep It Simple
Free
eBulletin and Now Rated
Read the latest news at
subscription
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telecomreseller.com/category/avaya/
TELECOM .COM
RESELLER

YANDELL

by Karina Yandell, ENP, EVP
Sales & Marketing
(www.911etc.com)
A
s organizations continue to atten,
consolidate and extend their networks, Workforce Optimization
the ability to bypass traditional PS/ALI
and utilize a Voice Positioning Server for E911
becomes a possibility. 9-1-1 calls can be routed
to the nearest Public Safety Answering Point Yes, HP does that, too.
via a centralized, cloud-based service, cutting
signi cant cost and e ort involved. What was
once a complicated and costly endeavor has
become accessible for organizations of any size.
Outstanding customer service is a powerful competitive
Ultimately, the goal should be to keep E911 as di erentiator. It’s also what makes the performance of your
simple as possible while ensuring safety. Stick to
getting the important questions answered:
contact center so crucial to your success.
“What happens when 9-1-1 is dialed?”
Allison is eating lunch at her desk when she
chokes. She’s panicking, but 9-1-1 has been The HP Q niti Workforce Optimization solution gives you the edge you need with an integrated
drilled into her since childhood and she manages product suite for superior interaction automation and analysis in today’s multichannel contact
to dial it. More than once. But it isn’t working, center environment:
because her phone requires her to dial a ‘9’ to get
an outside line.
• Exceptionalagentperformancemanagement
e numbers 9-1-1 should be the only three • Regulatoryandprocesscompliance
required for someone to dial in the event
of an emergency. Make sure your system is
• Signi cantcostreductionandoutstandingcustomer
engagement
seeYANDELL,page 16 ››
Five barriers to entry
• Powerfulagentschedulingandforecasting

With over 30 years of contact center industry experience,
to an Avaya cloud HP Q niti powers some of the largest contact centers
in the world. We help top technology, healthcare, and
call center (and how telecommunications companies gain a competitive

to overcome them)
advantage with the tools they need to operate world-class
contact centers.

Yes, HP does all that.
Your contact center can do that, too.
MILLER
A leader in contact

by Heidi Miller, Chief Conversa-
tion Starter, Spoken Communi- cations heidim@spoken.com
center analytics.

S
mashing down the most common barriers - Frost & Sullivan
to an Avaya cloud transition
As we approach the season for the
annual International Avaya User Group (IAUG)
conference, one thing is becoming clear: change
is di cult. Change is scary. So why in the world
should you consider transitioning your Avaya
contact center to a cloud-based solution? A er Avaya DevConnect Compliant
For more information, contact us at:
Follow us on:
all, a cloud transition can o en mean taking @HP_Q niti
three steps backward for every one step forward. autonomy.com/q niti HP Q niti
It can mean retraining your employees and +1 (214) 981-3265 HP Q niti Community
incurring costs associated with downtime and
lost productivity, leaving both your customers Q niti.info@hp.com
HPAutonomy
and your team dissatis ed.
© Copyright 2014 Hewlett-Packard Development Company
see MILLER,page16 ››