Avaya Introduces Two New Applications to Support Unified Communications

Avaya has introduced two new applications -- the Avaya (News - Alert) Proactive Outreach for Financial Services and the Avaya Notification Solution -- designed to use advanced UC and customer service technologies to address urgent business and customer needs.

 

Both applications are powered by the company’s platform supporting enterprise communications – the Avaya Aura. As a result, the applications drive customized solutions to help improve workplace productivity and customer assistance in a more efficient way.

“Avaya’s notification and proactive outreach applications are ready-to-use solutions that demonstrate innovation and bring real value to industries,” said Joe Outlaw, Frost & Sullivan (News - Alert) principal analyst. “The Avaya Notification Solution delivers on the promise of communications enabled business processes to reduce latency in enterprise decision-making with that magic combination of reduced operational costs and enhanced customer experiences.”

 

The Avaya Proactive Outreach for Financial Services is designed to add new enhancements to help companies to better manage a key segment of the loss and collections process.

In combing outbound contact and self service, the solution is able to call customers and use voice automation to determine one’s eligibility for a mortgage modification. The solution can also pre-qualify customers, and inform customers where they are in the application process.

A new SIP-based application, the ANS (News - Alert) helps to streamline communications for an urgent business or emergency situation. If a critical event occurs, the solution can reach out to, inform and get responses from the right people. The solution can also bring the notified parties to a conference call.

“These applications bring the power of Avaya Aura to the forefront of business communications needs,” said Greg Billings, vice president, Avaya Global Professional Services. “ANS puts real-time communications to work, driving the collaborative processes essential for competing in today’s business environment.”

CONSOL Energy Inc., a Pittsburgh-based energy company producing both coal and natural gas, has had first-hand experience with the Avaya Notification Solution. Technology Solutions (News - Alert) Group is the Avaya partner that works on CONSOL Energy engagements.

Avaya said it plans to use ANS to integrate unified communications into emergency notification scenarios. The company is the largest producer of high-Btu bituminous coal in the United States and must have instant communication is issues arise with a coal mine. If a coal mine is shut down for any reason, the company could lose as much as $1 million a day.

“From what we’ve seen, ANS provides an ideal method for collaborating in urgent situations, and in a way that ultimately saves money,” said George Rosato, vice president, IS&T, CONSOL Energy. “As a company requiring ‘always on’ service, we need to apply the latest technologies that help ensure reliable and instant communications. Avaya and TSG have previously gone beyond the call of duty, and we expect the Avaya Notification Solution to build on this reputation.”

The Avaya Proactive Outreach for Financial Services adds automated mortgage modification capabilities to help ease the process of making customers aware of their eligibility for mortgage modifications and the status of their applications. The solution can identify candidates for mortgage modifications, and call and notify them of their eligibility under the federal government’s 2009 Home Affordability Modification Program.

Avaya has been busy as of late, making announcements about its partner program. The latest added partner for its DevConnect program is ESTOS. Avaya has also been busy working with AT&T (News - Alert) to intro a new version of AT&T Mobile Extension that combines Avaya’s UC technologies with AT&T’s qualified voice services and compatible wireless devices in a packaged solution.