Extra Report on Avaya Q2 2014

THE WORLD OF AVAYA AND ITS PARTNERS
Extra Report

INSIDE...

on Avaya
TONE LAUNCHES NEW RELIATEL SEE PAGE 4
®
SERVICE

AIMEE STINSON – YOU DON’T HAVE TO SEE PAGE
HOMOGENIZE TO BENEFIT FROM 5
COMPUTER TELEPHONY INTEGRATION

AN INDEPENDENT REPORT PUBLISHED BY TELECOM RESELLERTM, INC. NETWORKING
SEE PAGE
Avaya Networking Solutions Close the Gap 7
Read the latest news at telecomreseller.com/avayareport
between Data Center and End Devices

Second Quarter 2014
AVAYA NEWS PARTNER NEWS DEVCONNECT NEWS
telecomreseller.com/avayareport
● ●
OBJECTEL SEVONE eIVR EXPAND INTERACT CRM
SEE PAGE 8
SEE PAGE 9
SEE PAGE 14
SEE PAGE 15
AQUISITION
APPLICATION PROVIDES CLOUD AND CRI
PATTERSON

By Pat Patterson, Director of
Services Marketing for Avaya
The 4 Things You Should Do

(And the 4 You Should Avoid)
When Delivering Omni- Your

Channel Customer Support
Icontact center

n our last blog, we disclosed the 8 key
questions that mid-market should (tinyurl. com/k8adgzd) ask when picking a services
raised to the
partner.
Just as important these days is finding the
best way to meet the needs of ever-demanding power of 10
customers looking for answers in the fastest
possible time with the least amount of effort.
A recent survey showed that 93% of business
managers recognize (tinyurl.com/m9zxx98)
that failing to provide a holistic, personalized,
proactive customer experience could lead to lost
customers, missed sales opportunities, lower
revenue, and reduced loyalty.
The Harvard Business Review article, “Stop

see PATTERSON, page 12 ››

PERCY

By Alan D. Percy, Senior Director
of Marketing, AudioCodes
HP Qfiniti 10
Microsoft Lync with

Avaya – Taking a

HP Autonomy’s integrated workforce Closer Look

optimization suite powers your contact U
nified Communications has matured center like never before with:
and is on the minds of many CIOs
as a means to improve collaboration
• Next generation forecasting and scheduling
• Industry-leading multichannel analytics
and reduce costs. But for those businesses with
Avaya communications systems, the road to
• Unprecedented levels of compliance
implementing UC can be daunting.
• Powerful performance management
One solution that is getting a closer look is
using Microsoft Lync with Avaya.
Backed by the power of HP.
According to Jeremy Duke, CEO of market
research firm Synergy Research “Microsoft is
A leader in contact center analytics.
growing above and beyond their competitors. In enterprise voice revenues ... close to 60%
on an annual basis. In comparison, their top
- Frost & Sullivan
competitors are experiencing negative to flat
sales”
Why is this? The genius behind Microsoft’s
Avaya DevConnect Compliant
For more information, Follow us on:
UC strategy is that Lync can integrate with the
contact us at:
@HPAutonomy vast majority of existing voice systems (including
autonomy.com/qfiniti most of the Avaya PBXs sold in the last 20
+1 (214) 981-3265 HPAutonomy years). This allows those businesses that have
HPAutonomy significant investments in Avaya PBXs to stay
Qfiniti.info@hp.com
hp-autonomy
right where they are, surrounding the PBX with T
E
S
T
E
D
UC capabilities at a much lower total cost than a
© Copyright 2014 Hewlett-Packard Development Company,
complete replacement or major upgrade.
This is exactly the goal set by Michael

see PERCY, page 3 ››

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