February 15, 2010

 

Avaya (News - Alert) has presented NICE Systems, a provider of advanced solutions for companies to capture, store, retrieve and analyze customer interactions for contact centers and enterprises, with the Avaya Certification Award for successful testing of NICE Perform 3.2 with Avaya Aura Communication Manager R5.2.1 and Avaya Aura Application Enablement Services 5.2.

 

Part of NICE SmartCenter, NICE Perform 3.2 offers a robust solution with full support for recording in SIP-based environments. NICE SmartCenter is a suite of pre-packaged business solutions, and is powered by functional components spanning call recording, quality management, multi-channel interaction analytics, and more.

 

Avaya’s Certification Technical Team has tested NICE Perform 3.2 with its SIP-based recording capabilities. Company officials said that it has been officially accepted as certified in configurations such as trunk side total; dual registration, single step conference and service observe and passive station side VoIP.

 

“We are extremely pleased to advance our support for Avaya’s IP-based contact center solutions with this certification of NICE applications for Avaya Aura,” said Udi Ziv (News - Alert), president of Enterprise Product Group at NICE. 

 

The integration of the technologies constitutes the most innovative solution available today to enable the valued base of joint customers with a high-quality, cost-efficient IP-based contact center environment. 

 

“This is an important evolution of our partnership and demonstrates another example of NICE's collaboration with Avaya,” Ziv said.

 

NICE and the Avaya Certification Technical Team conducted the Avaya certification process. The process is a comprehensive test program that includes testing and analysis in areas such as installation; functionality -- including complex call scenario tests including multi-party conferencing and transfers; performance; interoperability with Avaya applications and appliances and also common desktop applications; and serviceability.

 

NICE is a Platinum member of the Avaya DevConnect (News - Alert) program, and the company’s solutions are sold worldwide through Avaya and Avaya channels.