[February 27, 2003]

Avaya, Sun Provide Platform For Easier Deployment Of Self Service In IP Networks

Avaya introduced Avaya Interactive Response, a highly configurable multi-media voice response system that enables companies to save money and serve customers better by automating service functions. Supporting touchtone and speech-enabled access to information in company databases and business applications, the system can be adapted to accommodate almost any interaction a human service representative could perform by telephone. Avaya Interactive Response software ships pre-configured on a standard Sun Microsystems Sun BLADE 150 workstation that integrates easily into IP networks.

The system comes equipped with the widely used Solaris 8 Operating System and 10/100 Ethernet connectivity, enabling streamlined and cost-effective deployment in converged voice and data networks. The open standards-based system supports end-to-end IP telephony through connection to Avaya MultiVantage software and communications servers. IP networking enables companies to implement applications more flexibly and cost-effectively across multiple sites and multiple communications channels, such as voice, email and web.

"The trend is clear - customers want to communicate with contact centers via the media of their choice," said Dick Bucci, senior research analyst, Frost & Sullivan. "Contact center managers want software-centric solutions like Avaya Interactive Response that accommodate not just today's needs but the rapidly evolving world of communications built around IP. By 2007, we expect that 35-40 percent of global communications traffic will be routed over the Internet with contact centers accounting for a large portion of that growth."

Companies often use self-service systems to handle repetitive calls, such as requests for directions, hours of operation and order confirmation. Implementing self-service can cut service costs to pennies per transaction while raising employee job satisfaction because less time is spent responding to routine questions. With advanced integration to a variety of database information sources, Avaya Interactive Response provides a way for businesses of all sizes to offer 24-hour automated assistance for everyday requests and more complex inquiries.

"Customer relationship management initiatives demand that core systems be customized and integrated with business processes in order to deliver a competitive advantage - or customers can be lost forever," said Don Deason, Western Communications regional director, Sun Microsystems, Inc. "

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