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2nd Quarter 2016 Telecom Reseller: Extra Report on Avaya 3
Servion Global Solutions – The Way Forward

Transforming the way customers connect with brands

I
t was 1995, and I was fresh out of college. I connect worlds.
that meet changing customer dynamics.
landed my rst professional job at a mortgage Avaya Breeze is a platform, rich with
We provide Professional Services on Avaya
company and was asked to run phone
CLEMONS
application interfaces, which companies
Breeze and Avaya Breeze Snap-ins such as Real-
reports on a continuous form paper printer. You can use and build Communication Enabled Time Speech, WebRTC, Context Store, Work
remember, the kind that was perforated with a Business Applications. It can deliver enhanced Assignment Engine and other Snap-ins. We can
line on each side and closely-spaced holes. A er By Brenda Clemons, Servion business value by integrating communications develop a completely custom snap-in to meet
a short 27 commands, out came the rst of 75 Associate Vice President – Avaya Practice North America
and collaboration into work ows, business evolving business requirements. We also o er
pages of unusable data.
processes and existing applications. With an open the ServInsights platform that o ers a suite of
e rst PBX that I worked on was the size
customer brand loyalty is jeopardized with
framework that allows automation of manual solutions, from Customer Journey Analytics
of a tiny house before tiny houses were popular. bad customer experience too. Contact Centers processes to improve digital experiences, it is
reporting from Avaya’s Context Store and Real
Cages of clunky hardware stacked one a er the are no longer comprised with just voice calls. a robust and exible solution that can align Time Speech to Work Assignment Engine.
other. Analog phones were given life from a ey interact with customers through various changing customer expectations with innovative With our Avaya team having over 100 years
punch down block in a closet, likely next to the forms of media, email, instant message, mobile interaction strategies.
of combined experience in Avaya contact center
janitor’s mop. ere wasn’t a notion of customer applications, web interfaces, and SMS texts since Servion Global Solutions is an expert on Avaya speci c technologies, we can enable companies to
experience, self-service or web interaction. customers need quick answers on their ngertips.
Breeze and Avaya Contact Center solutions. We stay on top of their technology priorities.
Customers still had rotary phones with coiled e next generation of Contact Centers with can help customers with the API’s and also build But what exactly is on the horizon for
cords that plugged into the handset. ere was state-of-the-art omni-channel capabilities is applications for customers using the API’s to technology? Will click-to-call functionality be an
no sense of what caller id would do for us, no de nitely here to stay. And as companies are achieve the business requirements.
accessory in personal hovercra s? Will arti cial
CRM connectors, no mobile-anything.
looking to deliver personalized experiences
We have been a solutions integration partner intelligence play a bigger role? e foreseeable
Fast forward 20 years.
to digitally-savvy customers, they want create with Avaya for over 20 years, with a battalion of future will certainly be interesting, and with the
It’s a whole new world. Customers want entirely new customer experiences – using Avaya certi ed engineers around the globe to right customer experience partner – it can be a
their questions answered instantaneously. But,
cutting-edge platforms to bridge gaps and
deliver transformational contact center solutions
pro table one too. ■

Enabling communication
Avaya Receives 5-Star
HARDY
Rating in CRN’s 2016
and worklows is a Breeze
by Karen E. Hardy, Senior Dir-
Partner Program ector of Customer Engagement
Solutions Product Management
Guide for the Seventh at Avaya (www.avaya.com)
W
Consecutive Year
hen Avaya introduced Breeze during their Snap-ins available to others. It’s the rst place single vendor solution – it’s just the reality of
Enterprise Connect in March, the to look when developers or lines of business need business today – Breeze does integrate with other
Avaya, a global leader in business communications response generated a lot of excitement to create a new application – and there are many solutions. If there isn’t already a Snap-in to do it,
so ware, systems and services, announced today among attendees. Booth tra c and sessions in available.
it can be designed. It’s what Breeze is designed
that CRN, a brand of e Channel Company,
the Avaya Innovation lounge were abuzz with For example, just using the available Snap-ins, for, and it helps with everything in the contact
has given the company a 5-Star rating in its 2016 how Breeze could help developers and even developers can add smart caller ID on inbound center and across the enterprise. It’s easy to
Partner Program Guide. is annual guide is the business users think di erently about creating and outbound calls, include click-to-call video deploy these applications, and the out of the box
de nitive listing of technology vendors that service communications applications. With the help of chat on an enterprise website, and leverage SMS
capabilities integrate with existing omnichannel
solution providers or provide products through Snap-ins, available in the Avaya Snapp Store,
the IT channel. e 5-Star Partner Program Guide application development can be accelerated to
rating recognizes an elite subset of companies
meet the demands generated by consumers and Avaya Breeze is the next generation of the Avaya Engagement Development
that o er solution providers the best partnering their adoption of new technology.
elements in their channel programs.
Avaya Breeze is the next generation of the Platform (EDP). It creates a new way to rapidly develop rich, omnichannel,
To determine the 2016 5-Star ratings, e Avaya Engagement Development Platform (EDP).
Channel Company’s research team assessed each It creates a new way to rapidly develop rich, real-time business communication applications.
vendor’s application based on investments in omnichannel, real-time business communication
program o erings, partner pro tability, partner applications. Breeze is its own platform, running
training, education and support, marketing on Avaya Aura, and a work ow designer provides and email capabilities. A bicycle repair shop can capabilities and getting context from employees
programs and resources, sales support and a drag-and-drop interface for developing and send text messages to customers when their bikes and customers.
communication.
deploying advanced collaboration capabilities and are ready to be picked up, or a company can easily ere is plenty of room to play with Snap-ins.
In the past year Avaya launched a number of embedding them into existing business processes add video chat within a mobile app for customer Breeze provides a development environment
programs to help ensure both the short and long or creating new processes. At its core, it is an service purposes. True to its name, Breeze makes sandbox that enables customers to develop
term success of its channel partners, help navigate application platform with optional Snap-ins that IT managers’ and developers’ jobs easier. Because new apps without impacting ongoing business
the changing and dynamic market of business have been pre-programmed with the code needed so much of the platform is pre-built, departments operations. Once the app is ready, it’s easy to
communications and garner new opportunities to create applications. It doesn’t require specialized can respond more quickly than they’ve been able deploy, and the sandbox allows for businesses to
from trends such as cloud, digital transformation telephony knowledge, API development to with existing technology. If the business units test and re ne to meet the needs of the market,
and the Internet of ings, including:
knowledge, or SDK experience.
ask for an application or work ow, Breeze allows without having to wait for a response from a
e launch of the Avaya Midmarket Select and Snap-ins don’t need to be developed from them to build or integrate capabilities directly into vendor.
Avaya Midmarket Cloud programs, both of which scratch, either. To further ease the development existing systems from the back o ce and integrate e end result from using Avaya Breeze is an
are focused entirely on enabling and enhancing process, the Avaya Snapp Store o ers pre-built context and analytics across the enterprise. It improved customer experience. Businesses can
channel partners’ ability to deliver and update
work ows, connectors and apps, which can
provides an opportunity for IT and the business create work ows and integrations that allow
of Avaya Midmarket Solutions through either be downloaded for free, as well as available for units to quickly solve problems in weeks – or even customers to reach them on the customers’
premises-based or hybrid cloud deployments.
purchase. ink of the Snapp Store as the iTunes days. One Avaya customer started playing with the terms, from their smartphones or via video chat,
e launch of a new Growth Bests program that
App Store, but for business applications. e Breeze tools during a demo, and one week later and businesses can contact customers according
Snapp Store is the rst of its kind in the industry, was piloting video on its site.
to their preferences. Simply said, delivering a
see page 18 ››
and like iTunes, it also allows developers to make
Since not everything can be solved with a
superior customer experience can be a Breeze. ■

Soia knows

Avaya.

softel.com