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Avaya: From Traditional To Transformational Unified Communications
For today’s businesses, effective communication not only remains a key to steer employee productivity but also a differentiating factor in gaining a competitive edge. And quite evidently, traditional communication systems fail to meet the expectations and requirements of employees or clients, because they no longer comply with the way businesses communicate. Unified Communications (UC) bridges this gap as a coherent solution that fosters enhanced communication by helping organizations and employees communicate in better and more productive ways. UC amalgamates video conferencing, instant messaging, and email as a unit, rather than separate operations, to widen the range of options available for communication. In the words of Gary E. Barnett, SVP & GM, Engagement Solutions, Avaya, “Organizations have to move away from traditional solutions if they want to compete and succeed in the age of intelligence.”
Recognizing the trends of today and tomorrow, Avaya empowers communication across the enterprise by giving UC solutions a true “mobile first” attribute to transform how, why, and when employees communicate with customers, partners, vendors, suppliers and each other. With its extensive range of products and services, Avaya caters to a global clientele across a multitude of verticals in the private and government sector. “Avaya is leading the evolution from traditional UC to transformational UC. Our crown jewel in transformational UC is Avaya Equinox— designed to help enterprises keep team engagement at the forefront of their own enterprise digital transformations,” states Barnett.
Equinox helps companies improve employee engagement and collectively push their business forward by enabling analytics across the enterprise. Needless to say, Avaya is truly delivering on the promise of a transformational UC solution here. The strength of the Equinox platform lies in its openness and interoperability, providing seamless integration between UC and contact center applications and supporting the Bring Your Own Applications (BYOA) concept.
Avaya Empowers Communication Across the Enterprise By Giving UC Solutions a True “Mobile First” Attribute
He adds, “Without a transformational team engagement solution like Avaya Equinox, an enterprise’s digital transformation will not be complete. As a result, the enterprise will not be technically ready to maximize the value of the newer technologies and capabilities available in the Age of Intelligence, such as artificial intelligence, analytics, and automation.”
Just as employees have been challenged to work with team engagement applications that are not the latest and greatest, contact center agents have also quietly dealt with cobbled together desktops that force them to click through as many as 18 different applications during one customer service call. The notion of ‘one-and-done’ (one phone call, no transfers, problem solved) in the contact center isn’t always true from an agent experience perspective. So, when Kroenke Sports & Entertainment (KSE), one of the world’s leading ownership, entertainment, and management groups, came to Avaya for a solution, they came through with a complete set of solutions that enhanced their internal productivity and marketing efforts, giving a seamless experience to their fans and sponsors. Hosting more than 200 games and events alike on an annual basis at Pepsi Center alone, KSE’s 1,200 employees continuously work to bring fans to events and deliver an unforgettable experience. KSE needed a network infrastructure capable of handling their extremely high current as well as future requirements. Avaya’s virtual network solution, Fabric Connect, gave KSE a secure network foundation for virtualization, mobility, and video. With the easy-to-manage new network design, they now seamlessly run a number of solutions, including Wi-Fi throughout venues and unified communications in support of all their business operations.
Through the Avaya Aura platform, KSE’s sales reps have customer information right at their fingertips. This reduces lag time between calls and gives them a better foundation for maximizing their time. Moreover, with Avaya Fanalytics, KSE provided more targeted marketing to fans and sponsors to improve social engagement. The cloud-based software platform visualizes the fan engagement data and creates an optimized buying zone to make the most out of any event, hence tying the fan experience and marketing together.
Over the course of last year, Avaya has completely transformed their business, with 75 percent of their current portfolio now accounting for software and services.
In February Avaya launched Avaya Oceana available as a Contact Center as a Service (CCaaS) ideal for BPOs, SIs, and virtually any size contact center that wants to leverage the power of cloud. Providing a broad option of cloud solutions that can meet the needs of any business, this solution has been proven successful straight out the gate, with more than 40,000 agents using it already. Furthermore, by maintaining an architecture that allows customers to have all the applications they need for customization, Avaya has formed a technology partner ecosystem called DevConnect. It has drawn some of the biggest technology leaders in the world. Today, DevConnect has more than 29,000 Registered Companies, 400 of which have been designated as DevConnect Technology Partners who build and market technology solutions for customers running on Avaya platforms.
As the core development platform for every customer and team engagement solution the company is building, Avaya Breeze is a single, integrated environment. It provides the capabilities that extend across team and customer engagement, analytics, and communications platforms allowing applications to be built that reflect real business processes and customer requirements, not technology silos. Scalability, high availability, virtualization, application management, provisioning, and security are all built into the platform. Developers are free to focus on solving business complexity, not application delivery, and management challenges.
"Avaya is Leading The Evolution From Traditional UC To Transformational UC"
Another popular demand among customers is securely easing the process of moving from voice to video, as well as chat-to-video conferencing. Security is incredibly important in today’s data-driven world, and it is equally important in all communications—whether person to person, person to machine, machine to machine—security is essential. Through Session Border Controller, Avaya increases the remote security for any employee on any device and supports the BYOD movement without requiring VPN connections while enhancing mobility. “It’s about injecting secure UC capabilities in the applications, browsers, and devices that people use every day,” comments Barnett.
While most companies cautiously approach the lifecycle by bringing safe products into the process, Avaya gives engineers and product managers the funding and time they need to explore highly disruptive ideas. With quarterly releases of products, Avaya always brings in transformational solutions just at the right time, ensuring that the world inside the contact center and the world of Avaya are one and the same.
October 26, 2017