Page 23 - Avaya Buyer;s Guide Q1 Q2 2015

Extra report on Avaya BUYER’S GUIDE
23

Avaya Proactive Contact

Company
Solution/Service name
Description
Avaya Platform
Contact
Contact email
CallScripter t/a IPPLus CallScripter
CCallScripter provides all the necessary tools to build and deploy bespoke agent screen flows and scripts Avaya Proactive Contact
Roy Holmes
roy.holmes@callscripter.com
LTD
aimed at empowering agents with knowledge, enforce regulatory compliance and reduce average handling
time.
Geomant Enterprise Desktop Connect Unified Unified Agent simplifies inbound, outbound and blended contact centre agents’ desktops with a Avaya Proactive David Lafone- dward@geomant.com
Solutions
Agent
CTI-enabled agent toolbar for all call tasks, increasing productivity and reducing staff training and Contact
Ward
induction costs.

Geomant Enterprise Desktop Connect Express
Desktop Connect Express helps businesses quickly deploy screen-pops and improve agent Avaya Proactive David Lafone- dward@geomant.com
Solutions
productivity. Almost any client application on the agent’s desktop can be integrated with minimal effort.
Contact
Ward

Inisoft Ltd
synTelate Enterprise Agent
synTelate Enterprise is a highly intuitive software solution for the call center advisor desktop that is Avaya Proactive Chris Oggelsby
Chriso@inisoft.co.uk
fully integrated with the APC. Providing agent scripted screens for outbound, inbound and blended Contact
calls. Enterprise is the Windows Client version of synTelate.
Inisoft Ltd
synTelate WebAgent / synTelate WebAgent / WebAgent Pro is a highly intuitive software solution for the call center advisor Avaya Proactive Chris Oggelsby
Chriso@inisoft.co.uk
WebAgent Pro
desktop that is fully integrated with the APC. Providing agent scripted screens for outbound and Contact
inbound calls. WebAgent is the browser based version of synTelate.
NICE Systems
NICE IEX WFM
NICE IEX Workforce Management is a work force management solution that provides forecasting and Avaya Proactive NICE
support.americas@nice.com
monitoring of work for contact center agents.
Contact
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
Monitoring, Performance call agents to help rapidly identify and solve critical operational and customer experience issues.
Module, Real-time
Performance Reporting)

Avaya Scopia Desktop

Description
Avaya Platform
Contact
Contact email
Company Solution/Service name
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
Avaya Platform
Contact
Contact email
Company
Solution/Service name
Acqueon Technologies
iAssist
iAssist is a prebundled application suite that is simple to install yet provides the customization every customer Avaya Self Service
Julie Burroughs
julie.burroughs@acqueon.com
needs. The suite includes: Queue Management, Automated Survey, Order Status, and Store Locator.
Provides Call Centers with the ability to offer callers in queue multiple call back options including Avaya Self Service
support@ julie.burroughs@acqueon.com
Acqueon Technologies
iAssist CBM
requesting a call back when an agent of a particular skill set is available.
acqueon.com
Support
Advanced-Media, Inc.
AmiVoice (Power Voice) AmiVoice is a voice recognition server system that supports both Media Resource Control Protocol v1 Avaya Self Service
Shinya yamamoto@advanced-media.co.jp
Telephony / MRCP Server
and v2, which regulates communication between IVR and the speech recognizers and voice synthesis Yamamoto
engines.
SIP Trunking solution
Avaya Self Service
Sam McCormick
smccormick@att.com
AT&T SIP Trunk Services (IP AT&T
Flexible Reach, IP Toll Free, IP
Transfer Connect)
CI (formerly Computer eCI -Software Server Platform
Enhances Avaya Voice/Experience Portal. Web GUI for administrator to modify call flows real time, Avaya Self Service
CI Sales Group
sales@instruments.com
Instruments)
configure language/gender/Opt-out rules, manage menu options announcements, prompts and
phrases, database connectivity and integration and output.

A self-service password reset application which provides a mechanism for users to reset their Active Avaya Self Service
Debbie sales@interactivenw.com
INI IDReset
Interactive Northwest,
Directory passwords by phone or website without the assistance of a helpdesk agent.
Kauffman
Inc. (INI)
Interactive Northwest, AudioFormsM
An automated forms application for AAEP environments that simplifies data collection for surveys, Avaya Self Service
Debbie sales@interactivenw.com
Inc. (INI)
reports, and information requests. It collects voice and DTMF input and has a web-based Kauffman
administration and transcription interface.
A software application dispatcher and load balancer for AAEP environments, providing a distributed, Avaya Self Service
Debbie sales@interactivenw.com
EQuilibriumM
Interactive Northwest,
reliable mechanism for managing multiple application servers to achieve high availability and Kauffman
Inc. (INI)
scalability.
Jacada Inc.
Jacada Visual IVR
"Provides a visual interface to your IVR and allows customer to visually navigate your IVR through
convenient menu options on their mobile device or on the customers website.
Steve Herlocher
sherlocher@jacada. Avaya Self Service
"
com

LumenVox
LumenVox Call Progress Analysis (CPA)
CPA detects answering machines for outbound applications. Using ASR technology it has industry- leading accuracy.
Avaya Self Service
Sales
Sales@LumenVox.com

ASR is sold in 4 tiers and can support simple grammars to SLM and Natural Language Understanding Avaya Self Service
Sales
Sales@LumenVox.com
Speech Recognizer
LumenVox
(NLU).
LumenVox
Speech tuner
Speech Tuner is a Windows GUI tool. It analyzes ASR and TTS performance in speech applications Avaya Self Service
Sales
Sales@LumenVox.com
and helps improve recognition accuracy through tuning grammars, ASR settings, and more.
TTS supports 17 languages with 43 natural-sounding voices.
Avaya Self Service
Sales
Sales@LumenVox.com
Text-to-Speech Server
LumenVox
Speech Technology VoiceKey
VoiceKey intelligent voice biometrics solution for Call Centers, IVR and Mobile Applications helps Avaya Self Service
Dmitry Belevitin
belevitin@speechpro.com
Center Ltd.
businesses enhance customer experience while strengthening corporate security.

Swampfox OCM is an application framework that enables enterprises to create and manage Avaya Self Service
Bob Cooper
bob.cooper@swampfoxinc.com
Swampfox OCM (Outbound Swampfox
Inc
automated outbound calling functionality.
Campaign Manager)
Virtual Hold Virtual Hold Queue Manager
As part of the Conversation Bridge, the Queue Manager queries and monitors agent states and Avaya Self Service
Adrienna Frazer
afrazer@virtualhold.com
Technology
service speed and then uses the provided CTI event reports to calculate the expected wait time.
Enables contact centers to send and receive SMS text messages. This will provide a new channel to Avaya Self Service
Sales
operations@webtext.com
SMS Gateway Service
WEBTEXT
communicate efficiently and cost-effectively with their clients.

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