Page 25 - Avaya Buyers Guide 2014 Q1 Q2

Extra report on Avaya BUYER’S GUIDE
25

Avaya Self Service (continued)

Company
Solution/Service name
Description
Avaya Platform
Contact
Contact email
Interactive Northwest, Inc. (INI)
AudioFormsTM Automated forms application designed for Avaya Aura® Experience Portal. Easy-to-use, web-based administration and transcription interface. Collects both voice and DTMF input. Automates surveys, reports, Avaya Self Service Debbie Kauffman sales@interactivenw.com
and information requests.
Interactive Northwest, EQuilibriumTM
Software application dispatcher (application load balancer) designed for the Avaya Experience Portal Avaya Self Service
Debbie Kauffman
sales@interactivenw.com
Inc. (INI)
environment, providing a distributed, reliable mechanism for managing multiple application servers to
achieve high availability and scalability.
Jacada Inc.
Jacada Visual IVR
"Provides a visual interface to your IVR and allows customer to visually navigate your IVR through Avaya Self Service
Steve Herlocher
sherlocher@jacada.com
convenient menu options on their mobile device or on the customers website.
LumenVox Speech Recognizer ASR is sold in 4 tiers and can support simple grammars to SLM and Natural Language Understanding (NLU). Avaya Self Service Sales Sales@LumenVox.com

LumenVox Text-to-Speech Server TTS supports 17 languages with 43 natural-sounding voices.
Avaya Self Service Sales Sales@LumenVox.com
LumenVox
Speech tuner
Speech Tuner is a Windows GUI tool. It analyzes ASR and TTS performance in speech applications and helps Avaya Self Service
Sales
Sales@LumenVox.com
improve recognition accuracy through tuning grammars, ASR settings, and more.
LumenVox LumenVox Call Progress CPA detects answering machines for outbound applications. Using ASR technology it has industry-leading Avaya Self Service Sales
Sales@LumenVox.com
Analysis (CPA)
accuracy.
Nuance SpeechAttendant Integrates with all types of PBX, SpeechAttendant is a speech auto attendant that allows callers to just Avaya Self Service 1-866-968-2623 pete.maniaci@nuance.com
speak the name of the person or department they are trying to reach.
say Sales
Nuance OpenSpeech Attendant Integrates with AVP or IR, OpenSpeechAttendant is a VXML based speech auto attendant that allows callers Avaya Self Service 1-866-968-2623 pete.maniaci@nuance.com
to just speak the name of the person or department they are trying to reach.
say Sales
Nuance
OpenSpeech Recognizer
OpenSpeechTM Recognizer is the leading speech recognition engine, delivering high accuracy in the largest Avaya Self Service
Steven Krawczyk
steven.krawczyk@nuance.com
number of languages. OSR automatically adapts to different acoustic environments, including noisy environments, cell phones, and VoIP.

Nuance
Vocalizer VocalizerTM converts text into human-sounding synthesized speech in more than 40 languages. It also possible to have your branded voice! Pick your preferred voice talent, and Nuance will deliver the tailored TTS voice.
Avaya Self Service Steven Krawczyk steven.krawczyk@nuance.com

Speech Technology Center Ltd.
VoiceNavigator
VoiceNavigator is a text-to-speech platform and automatic speech recognition engine. It provides the possibility to vocalize texts in electronic environment in a clear and human-like way. It can be used in IVR systems, call Avaya Self Service
Alex Belozerchik
alex@speechpro.com
centers, vocalizing web pages, mobile phones, embedded systems, document vocalization, ATM and so on.
Speech Technology VoiceKey
VoiceKey intelligent voice biometrics solution for Call Centers, IVR and Mobile Applications helps businesses Avaya Self Service Dmitry Belevitin belevitin@speechpro.com
Center Ltd.
enhance customer experience while strengthening corporate security.
Verizon Business VzB IP Trunk service
IP Trunking is an enterprise-class, Avaya compliant, SIP Trunk-based IP PBX service offering a simple, Avaya Self Service Tim Roberts tim.roberts@verizon.com
economical & efficient voice/data solution. Centralized multi-site & burstable options available.
Virtual Hold Technology Virtual Hold Queue Manager As part of the Conversation Bridge, the Queue Manager queries and monitors agent states and service Avaya Self Service Adrienna Frazer afrazer@virtualhold.com
speed and then uses the provided CTI event reports to calculate the expected wait time.
WEBTEXT
SMS Gateway Service
Enables contact centers to send and receive SMS text messages. This will provide a new channel to Avaya Self Service
Sales
operations@webtext.com
communicate efficiently and cost-effectively with their clients.

Avaya Call Mgmt

Description
Avaya Platform
Contact
Contact email
Company
Solution/Service name
Aceyus Contact Center Intelligence solutions provide complete, real-time, and enterprise wide insight to Call Management Courtney Tuttle
courtney.tuttle@aceyus.com
Aceyus, Inc
Aceyus
contact center operations for all users enabling fact-based and intelligent responses to real-time events and historical trends.
System

Forecast accurately, develop schedules for multiple sites, track key performance indicators and manage real- time adherence. Web-based access to every feature from any location provides better visibility.
Call Management System
Kristen Jacobsen kristen.jacobsen@calabrio.com Calabrio, Inc. Calabrio Workforce Management

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 Inova Solutions Inova LightLinkTM

Workforce Management and Performance Management solutions for contact centers that are fully integrated with Avaya CMS and provide patented algorithms to forecast, plan, schedule, and manage contact center Call Management System
Mark Langford
mark.langford@iex.com
NICE Systems
TotalView
agents and their performance.
Symon provides visual performance reporting solutions that manage the real-time collection, synthesis and Call Management RMG Connect
info@rmgnetworks.com
RMG Networks
Symon Enterprise Server (SES)
delivery of key performance metrics to LED Wallboards, flat-panel displays, desktops and mobile phones for System
the purpose of increasing operational efficiency.
The neXorce software solution is a powerful real-time collection and delivery system for the contact center. Call Management Dan Boehm dan@specorp.com Spectrum Corporation
neXorce
Display empowering data and impact daily operations through LCD Screens, Wallboards, Desktops, dashboards.
System
Enables auto-provisioning of phones, contact center agents, and voice mailboxes significantly reducing the Call Management Robert Hankin info@starfishassociates.com Starfish Associates
Starfish Provisioning Solution
administration burden.. Integrates with Active Directory, HR databases and Identity Management systems.
System
A complete business intelligence solution for reporting and analysis of all contact center data, with Call Management Richard McElroy richardm@symmetrics.com Symmetrics
nVISION Suite
customizable reports, scorecards and dashboards for real-time, historical, and call-detail analysis.
System
Maximize contact center performance and accountability by delivering real-time information from multiple Call Management VPI Sales Support
Info@VPI-Corp.com
VPI (VoicePrint VPI EMPOWER Suite Real-Time
PDSs and other data sources to managers and agents in the form of Web-based reports, scorecards, System
International)
Performance Reporting
wallboards and desktop tickers.

Avaya Infrastructure
Description
Avaya Platform
Contact
Contact email
Company
Solution/Service name

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
Tone Software Corporation
ReliaTel Global Voice Monitoring Solution (MM)
gateways, network components.

Avaya Interaction Center

Contact email
Company
Solution/ Service name Description
Avaya Platform Contact
akreuter@cct-solutions.com
CCT Deutschland GmbH
IC Workflow Scheduler AIC workflows are designed to get executed through triggers from other servers. WFScheduler allows Interaction Center CCT Deutschland
scheduling workflows at a specific time/specific interval repeatedly through a flexible user interface flawlessly integrated into IC-Manager.
GmbH

akreuter@cct-solutions.com
CCT Deutschland GmbH
CCT Contact Pro
A flexible and modular cross-media solution for multi-channel contact-centers - provides unified interfaces to handle all inbound/outbound channels and enables integration of customized applications into existing Interaction Center
CCT Deutschland GmbH
systems
sales@interactcrm.com InteractCRM ThinConnect for IC Innovative multichannel AIC desktop client, that can be embedded inside any CRM application, delivering a unified Interaction Center Snehal Patel
desktop to agents, enhancing productivity and control communication based on business context and processes.
sales@interactcrm.com InteractCRM SMSConnect/ThinConnect SMS Integration of SMS communication channel.Send and receive cell phone SMS to/from AIC or Avaya Aura directly. Interaction Center Snehal Patel
Create surveys, run campaigns and generate auto responses using a Web based management interface.
sales@interactcrm.com InteractCRM AlarmAnywhere
Proactively monitors the IC system and instantly delivers important alarms to key personnel over SMS and Interaction Center Snehal Patel
Email so that instant action can be taken and downtime prevented.
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.
support.americas@nice.com NICE Systems NICE Call Recording 8.9 and NICE recording and quality management products provide comprehensive and highly scalable solutions to Interaction Center NICE
Perform
capture,evaluate,analyzeandimproveinteractionsinaVoIP,traditionalTDMorhybridenvironment.

info@verint.com
Verint Systems Inc.
Impact 360 Recording, QM, and Analytics
Impact 360 is a unified platform for contact center recording, QM, and analytics that captures and mines customer interactions for critical business insights to improve performance inside and outside the contact center.
Interaction Center
Verint Sales Support