Page 36 - AvayaExtra Q3 Fall 2014

28 Extra report on Avaya BUYER’S GUIDE

Avaya Call Management System (continued)

Company
Solution/Service name
Description
Avaya Platform
Contact
Contact email

Inova Solutions
Inova LightLinkM
Inova Solutions extends the value of Avaya reporting by allowing customers to monitor key real-time metrics from multiple platforms on customizable, mobile dashboards and multi-media wallboards.
Call Management System
Jim Mannion
jmannion@inovasolutions.com
Mattersight
Mattersight DACD WFM Mattersight® Predictive Behavioral Routing automatically routes calls by using advanced algorithms that Call Management Tom Bamlett
tom.bamlett@mattersight.com
Connector (JDBC)
predict the best available agent to handle each specific caller based upon performance, personal strengths, System
and behavioral characteristics such as personality and communication style.
NICE Systems
TotalView
Workforce Management and Performance Management solutions for contact centers that are fully integrated Call Management Mark Langford
mark.langford@iex.com
with Avaya CMS and provide patented algorithms to forecast, plan, schedule, and manage contact center agents and their performance.
System

RMG Networks
Symon Enterprise Server (SES)
Symon provides visual performance reporting solutions that manage the real-time collection, synthesis and delivery of key performance metrics to LED Wallboards, flat-panel displays, desktops and mobile phones for Call Management System
RMG Connect
info@rmgnetworks.com
the purpose of increasing operational efficiency.
Spectrum Corporation
neXorce
The neXorce software solution is a powerful real-time collection and delivery system for the contact Call Management Dan Boehm
dan@specorp.com
center. Display empowering data and impact daily operations through LCD Screens, Wallboards, Desktops, System
dashboards.
Starfish Associates
Starfish Provisioning Solution
Enables auto-provisioning of phones, contact center agents, and voice mailboxes significantly reducing the Call Management Robert Hankin
info@starfishassociates.com
administration burden.. Integrates with Active Directory, HR databases and Identity Management systems.
System
Symmetrics
Symmetrics Contact Center Reporting Suite
A complete business intelligence solution for reporting and analysis of all contact center data, with customizable reports, scorecards and dashboards for real-time, historical, and call-detail analysis.
Call Management System
Richard McElroy
richardm@symmetrics.com

VPI (VoicePrint International)
VPI EMPOWER Suite Real-Time Performance Reporting
Maximize contact center performance and accountability by delivering real-time information from multiple PDSs and other data sources to managers and agents in the form of Web-based reports, scorecards, Call Management System
VPI Sales Support
Info@VPI-Corp.com
wallboards and desktop tickers.

Avaya Infrastructure

Description
Avaya Platform
Contact
Contact email
Company Solution/Service name
Tone Software Corporation
ReliaTel Global Voice Monitoring Solution (MM)
Real-time SNMP monitoring and alarm management for Modular Messaging device health and connectivity. Complete QoS and performance management of the entire Avaya environment across VoIP, UC servers, Infrastructure
Paul Wiggins
tw@tonesoft.com
gateways, network components.

Avaya Interaction Center

Contact email
Company
Solution/ Service name Description
Avaya Platform Contact
AMC Technology
AMC Telephony Connector
AMC’s Telephony Connector delivers real-time customer data to Avaya Interaction Center users by providing server-based computer telephony integration to leading CRM applications, including Salesforce, SAP, Interaction Center
AMC Sales
sales@amctechnology.com
Microsoft, Siebel and PeopleSoft.
sales@interactcrm.com
InteractCRM
Activity Monitor
Adds change tracking to IC Manager by providing an audit trail of changes made by different administrators. Interaction Center
Snehal Patel
Web based reports enable a centralized view of changes made to AIC deployments.
InteractCRM
AlarmAnywhere
Proactively monitors the IC system and instantly delivers important alarms to key personnel over SMS and Interaction Center
Snehal Patel
sales@interactcrm.com
Email so that instant action can be taken and downtime prevented.
sales@interactcrm.com
InteractCRM
ThinConnect MultiChannel Innovative multichannel desktop client, that can be embedded inside any CRM application, delivering a Interaction Center
Snehal Patel
Contact Center
unified desktop to agents to handle voice, email, webchat, SMS and social interactions.
NICE Systems
NICE Call Recording 8.9 and NICE recording and quality management products provide comprehensive and highly scalable solutions to Interaction Center
NICE
support.americas@nice.com
Perform
capture,evaluate,analyzeandimproveinteractionsinaVoIP,traditionalTDMorhybridenvironment.
info@verint.com
Verint Systems Inc.
Impact 360 Analytics
Impact 360’s speech, performance and screen analytics reveal the root causes of agent performance and Interaction Center
Verint Sales
call outcomes, and help companies understand how specific interactions build customer perceptions and define customer experience.
Support

Verint Systems Inc.
Impact 360 Recording and Quality Management
Impact 360 is an enterprise-class call recording platform and suite of solutions that helps contact centers improve quality, reduce liability, manage risk, increase regulatory compliance, and deliver a market-winning Interaction Center
Verint Sales Support
info@verint.com
customer experience.
info@verint.com
Verint Systems Inc.
Impact 360 Recording, QM, and Impact 360 is a unified platform for contact center recording, QM, and analytics that captures and mines Interaction Center
Verint Sales
Analytics
customer interactions for critical business insights to improve performance inside and outside the contact center.
Support

Avaya Phones

Contact email
Company
Solution/Service name
Description
Avaya Platform
Contact
Computer Instruments, IP Phone Pager (Requires Internal paging communication by voice or text messaging via your IP Phone. If message is an emergency, it can Phones/Endpoints
CI Sales Group
sales@instruments.com
Inc.
1400-IPPRTU)
be sent in “barge-in” mode, interrupting any off-hook conversation by temporarily putting the recipients call on
hold.
chris.king@corpteluk.com
Corpteluk
agent Series Wired Headsets
For offices & call centers of all sizes & personnel capacity. Premium quality, the latest technology, and very affordable.
Phones/Endpoints
Chris Kink

FELITRON
Felitron Epko Voice Guide, Epko Compact and Epko Noise The Epko line of headsets bring technological innovation and a new concept in professional headsets: durability, comfort, design and superior acoustic performance in a series created especially for call centers and demanding Phones/Endpoints
Leonardo Fioretti
leonardo.fioretti@felitron.com.br
Cancelling Direct QD Headsets professionals.
with QD-RJ9 Cord or USB Cable
werner.richter@gisolutions.com
Global Interactive GIS Hosted Video Conferencing GIS offers Hosted Video Service that is based on the Scopia Platform
Phones/Endpoints
Werner Richter
Solutions, LLC
as a Service (VaaS) powered by Avaya

Jabra
GN2100 Series corded headset
Jabra GN2100 is one of our most popular, award-winning headsets for business and call center environments. It gives you everything you want in a headset: great sound and a comfortable fit
Phones/Endpoints
Chris Brady
chris.brady@plantronics.com
tringtved@jabra.com
Jabra
Jabra BIZM 2300 Headsets
Contact center headset that is built to last. Light-weight yet durable construction with a professional design, Phones/Endpoints
Tom Ringtved
and built to be comfortable all day long. 360˚ degree break proof boom and Kevlar-reinforced cord, the Jabra
BIZ 2300 is built with the agent in mind.
Jabra
Jabra BIZM 2400 Series "The Jabra BIZM 2400 series offers the ultimate in corded headsets designed for businesses and contact Phones/Endpoints
Bill Orlansky
borlansky@jabra.com
Headsets
centers. Hand-made Neodymium speakers provide maximum frequency response resulting in greater call clarity.

borlansky@jabra.com
Jabra
Jabra BIZM 2400 USB Headsets
"The Jabra BIZM 2400 USB provides wideband audio and includes in line controls for(,) answer/end, volume control and mute. It is the perfect solution for Avaya one-X Communicator.
Phones/Endpoints
Bill Orlansky

Jabra
Jabra GN1200 QD Headset Adapter Cable
The Jabra GN1200 QD Cord provides interoperability with Avaya Digital telephones. It has been tested with a full range of Jabra headsets including the GN1900, GN2000, GN2100 and the BIZM 2400 series.
Phones/Endpoints
Bill Orlansky
borlansky@jabra.com

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