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Avaya Puts SIP In Contact Centre |
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Written by Adam Gosling
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Tuesday, 22 January 2008 |
Along with changes to Avaya's Communications Manager 5.0, the company
has also announced it is extending the SIP support in its contact
centre solutions.
The open standard can now run "end-to-end" from the service provider
trunk to an agent's desktop where Avaya has also introduced a new,
low-cost Avaya SIP contact center phone to complete the end-to-end SIP
solution. The phone does not require the addition of CTI middleware,
further streamlining savings and network management, says the company.
The s new SIP capabilities also drive greater flexibility and
productivity for contact centre agents by adding features such as "work
modedisplay" and "alert tones for skill changes". It also provides a
foundation for evolving with presence-based capabilities, such as
identifying real-time availability of experts.
The new contact centre phone can also easily go ff-site to cater for home-based agents via secure VPN.
Companies can now use SIP on the network rather than being tied to ISDN
trunks if they want the ability to pass customer calls (and secure
information) between contact centres. The solutions also include a
video self-service component based on SIP which pushes video-based
menus and content to incoming customer calls from 3G mobile phones,
kiosks or PCs. The branded visual menus can be supplemented with
adverts, presentations or instructional videos while in the queue.
Avaya also announced the new version of its customer outreach
solution, Avaya Proactive Contact 4.0, for automated outbound calling.
The new "wizards" enable contact centre supervisors to create and edit
customer lists on the fly. The security is better also with encryption
for data transmissions between agent desktop and
the dialler. Avaya has also added Red Hat Linux support which it says
will help integration of Proactive Contact with other Avaya contact
center solutions. Since they all run on Linux this will also reduce the
need to manage multiple operating systems, and cut hardware procurement
andmaintenance costs, says Avaya.
The new SIP capabilities are powered by the new Avaya Communication
Manager 5.0 and Avaya Call Center 5.0. The SIP-enabled contact centre
phone is Avaya Agent Deskphone 16CC, and the new video self-service
solution is called Avaya Interactive Voice and Video Response.
The Contact Center Solutions are available in either Standard and Advanced Packages. The Standard Edition includes
applications such as inbound/outbound routing, voice self-service and
agent instant messaging, while the Advanced Edition adds capabilities
such as adaptive predictive routing and SIP voice and video.
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