Page 24 - Avaya Buyers Guide 2014 Q1 Q2

24
Extra report on Avaya BUYER’S GUIDE

Avaya Networking (continued)

Company
Solution/Service name
Description
Avaya Platform
Contact
Contact email
Communication CRI Application Center
Create a “Private UC Cloud” for your enterprise with greater functionality & reliability while lowering TCO over Avaya Networking
Scott McKechnie
smckechnie@crinj.com
Resources, Inc.
traditional deployments.

Avaya Proactive Contact

Description
Avaya Platform
Contact
Contact email
Company
Solution/Service name
Autonomy Qfiniti is a modular workforce optimization suite that scales to the demands of Big Data helping Avaya Proactive Contact Dean Revard
Dean.Revard@hp.com Autonomy
Qfiniti
you to improve operational efficiency, drive interaction effectiveness, and deliver superior customer service.
CallScripter provides agents with an interactive script infrastructure that caters to customer’s needs. The scripts Avaya Proactive Contact Roy Holmes
roy.holmes@callscripter.com CallScripter t/a IPPLus CallScripter
are built to empower agents with knowledge, enforce regulatory compliance and reduce average handling time.
LTD
Encore’s interaction recording and quality management suite, including its Avaya Proactive Contact Avaya Proactive Contact
dvsAnalytics marketing@dvsAnalytics.com
dvsAnalytics
EncoreTM
integration, provides a “best in class” solution that helps businesses maintain compliance, minimize liability, and improve performance.
Marketing

Click2Coach® provides contact center supervisors with the training, quality monitoring and evaluation tools they need to develop agents who have the skills and knowledge to provide consistently superior customer service.
Avaya Proactive Contact Envision info@envisioninc.com Envision, Inc.
Click2Coach

Geomant’s Desktop Connect Express provides the fastest, most flexible way to implement screen-pops and improve agent productivity in an Avaya Proactive Contact or Avaya Aura Communication Manager Avaya Proactive Contact
David Ward
dward@geomant.com
Geomant Enterprise Solutions
Desktop Connect Express
environment.
Unified Agent simplifies inbound, outbound and blended contact centre agents’ desktops with a CTI-enabled Avaya Proactive Contact David Ward dward@geomant.com Geomant Enterprise Desktop Connect Unified Agent
agent toolbar for all call tasks, increasing productivity and reducing staff training and induction costs.
Solutions
synTelate Enterprise is a highly intuitive software solution for the call center advisor desktop that is fully Avaya Proactive Contact
Chris Oggelsby
Chriso@inisoft.co.uk
Inisoft Ltd
synTelate Enterprise Agent
integrated with the APC. Providing agent scripted screens for outbound, inbound and blended calls.
Enterprise is the Windows Client version of synTelate.
synTelate WebAgent / WebAgent Pro is a highly intuitive software solution for the call center advisor Avaya Proactive Contact
Chris Oggelsby
Chriso@inisoft.co.uk
Inisoft Ltd
synTelate WebAgent /
desktop that is fully integrated with the APC. Providing agent scripted screens for outbound and inbound WebAgent Pro
calls. WebAgent is the browser based version of synTelate.
Leading Risk Mitigation and Performance Management solutions that help Avaya Proactive Contact users Avaya Proactive Contact Pieter Esterhuyse dvinfo@jasco.co.za Jasco Enterprise
DataVoice Libra Recording
maximize efficiency, customer satisfaction and ROI.
Consulting, Professional Services, and System Integration
Avaya Proactive Contact Sales
info@mugenterprise.com MUG Enterprise
Avaya Proactive Contact
Custom Solution Vendor
Interceptor identifies phone numbers in databases or calling campaigns to determine if they are Cellular, Avaya Proactive Contact Sales
info@mugenterprise.com MUG Enterprise
Interceptor
Land Lines or VOIP. Provides ability to include or exclude various types in calling missions.
NICE recording and quality management products provide comprehensive and highly scalable solutuions to Avaya Proactive Contact NICE
support.americas@nice.com NICE Systems
Nice Call Recording and NICE
capture,evaluate,analyzeandimproveinteractionsinaVoIP,traditionalTDMorhybridenvironment.
Perform
Ciboodle is a process centric customer interaction solution giving contact center agents a comprehensive Avaya Proactive Contact Steven Thurlow Steven.Thurlow@Sword-Ciboodle.com Sword-Ciboodle
Ciboodle
view of customer data across multiple channels with multi-channel integration.
Call and Screen Recording with Quality Management, Insight Performance and Clarity Workforce Avaya Proactive Contact
Jon Dunham
jdunham@uptivity.com
Uptivity (formerly Uptivity Discover Suite with PC
Management, Speech Analytics and Satisfaction Surveys. Scheduled or on-demand TDM recording based on customer business rules. Open API enables integration with other applications and technologies.
CallCopy, Inc.)
Using Multi-registration

Call and Screen Recording with Quality Management, Insight Performance and Clarity Workforce Management, Speech Analytics and Satisfaction Surveys. Scheduled or on-demand TDM recording based Avaya Proactive Contact
Jon Dunham
jdunham@uptivity.com
Uptivity (formerly CallCopy, Inc.)
Uptivity Discover Suite with PC Using Single Step Conference
on customer business rules. Open API enables integration with other applications and technologies.
The Compliance Package provides software-based call recording for IP, TDM or mixed environments. It is Avaya Proactive Contact Verint Sales info@verint.com Verint Systems Inc. Impact 360 Compliance
co-developed with Avaya for out of box integration to Proactive Contact/PDS.
Support
Package
The Quality Monitoring Package combines quality monitoring/call recording, e-learning, and peformance Avaya Proactive Contact
Verint Sales info@verint.com
Verint Systems Inc.
Impact 360 Quality Monitoring
management to accurately gauge a contact center’s performance, identify trends and opportunities, and Support
Package
streamline processes.
Impact 360 is a unified platform for contact center recording, QM, and analytics that captures and mines Avaya Proactive Contact Verint Sales info@verint.com Verint Systems Inc. Impact 360 Recording, QM, and
customer interactions for critical business insights to improve performance inside and outside the contact center.
Support
Analytics
Impact 360 is an enterprise-class call recording platform and suite of solutions that helps contact centers Avaya Proactive Contact
Verint Sales info@verint.com
Verint Systems Inc.
Impact 360 Recording and
improve quality, reduce liability, manage risk, increase regulatory compliance, and deliver a market-winning Support
Quality Management
customer experience.
Impact 360's speech, performance and screen analytics reveal the root causes of agent performance and Avaya Proactive Contact Verint Sales info@verint.com
Verint Systems Inc.
Impact 360 Analytics
call outcomes, and help companies understand how specific interactions build customer perceptions and define customer experience.
Support

The Workforce Optimization Package combines quality monitoring/call recording, workforce management, performance management, and e-learning. This analytics-driven solution optimizes agent performance, Avaya Proactive Contact
Verint Sales Support
info@verint.com
Verint Systems Inc.
Impact 360 Workforce Optimization Package
reduces risk, and improves contact center operations.
Reliable and highly scalable call recording and quality monitoring solution. Benefit from unsurpassed ROI Avaya Proactive Contact VPI Sales Support Info@VPI-Corp.com VPI (VoicePrint VPI CAPTURE Call Recording
and investment protection.
International)
and Quality Monitoring
Maximize contact center performance and accountability by delivering real-time information from multiple Avaya Proactive Contact
VPI Sales Support
Info@VPI-Corp.com
VPI (VoicePrint VPI EMPOWER Suite
PDSs and other data sources to managers and agents in the form of Web-based reports, scorecards, International)
Performance Module
wallboards and desktop tickers.
VPI EMPOWER is a contact center workforce optimization software suite that integrates call recording, quality Avaya Proactive Contact
VPI Sales Support
Info@VPI-Corp.com
VPI (VoicePrint VPI EMPOWER Suite
assurance, interaction analytics, performance management, eLearning and intelligent virtual call agents to International)
help rapidly identify and solve critical operational and customer experience issues.
Avaya Self Service

Description
Avaya Platform
Contact
Contact email
Company
Solution/Service name

iAssist is a prebundled application suite that is simple to install yet provides the customization every customer needs. The suite includes: Queue Management, Automated Survey, Order Status, and Store Locator.
Avaya Self Service Julie Burroughs
julie.burroughs@acqueon.com Acqueon Technologies iAssist

Provides Call Centers with the ability to offer callers in queue multiple call back options including requesting a call back when an agent of a particular skill set is available.
Avaya Self Service
support@ acqueon.com julie.burroughs@acqueon.com
Acqueon Technologies
iAssist CBM
Support
AudioCodes’ SIP Gateways complement Avaya Voice Portal and enable integration with a wide range of Avaya Self Service AudioCodes Sales avayainfo@audiocodes.com AudioCodes Ltd.
Mediant 1000 and 2000 VoIP
TDM interfaces, including legacy Avaya and non-Avaya equipment.
Digital Media Gateways
Chinese and multi lingual text-to-speech software
Avaya Self Service
Zhibin Yu
yuzhibin@sinovoice.com.cn
Beijing InfoQuick SinoVoice jTTS
SinoVoice Speech
Technology Corp
Transaction-based processing via an independent SOA interface to perform TN3270/5250 access to mainframe and Avaya Self Service Schelley Moran SalesEN@cleo.com Cleo
Cleo Transaction Processor
AS/400 data. Write applications in Web Services, Java, .Net, VoiceXML and more. Windows/Linux supported.
Enhances Avaya Voice/Experience Portal. Web GUI for administrator to modify call flows real time, configure Avaya Self Service
CI Sales Group
sales@instruments.com
Computer Instruments, eCI Software Server Platform
language/gender/Opt-out rules, manage menu options announcements, prompts and phrases, database connectivity and integration and output.
Inc.

Vonetix, built exclusively by Gold Systems, provides a single infrastructure for integrating interactive voice response (IVR) applications and speech recognition technologies with an enterprise's existing customer Avaya Self Service Jeff Krevitt marketing@goldsys.com Gold Systems Vonetix
communication interfaces.

Call back solution that works with Avaya Aura and/or with Voice Portal to allow customers to be placed on a virtual hold. Callback can be scheduled using the Web, SMS texting or traditional voice.
Avaya Self Service
Snehal Patel
sales@interactcrm.com
InteractCRM
CallBackConnect