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[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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