Solutions

THE AVAYA AURA© PLATFORM

The Avaya Aura Platform is a breakthrough in enterprise business communications. Avaya’s core communications platform supports mid to large enterprises, enables unified communications, on-demand collaboration and customer service, faster, with less complexity and at lower cost, anywhere in the world. The Avaya Aura Platform brings together award-winning Avaya real-time communications performance and reliability with a revolutionary, enterprise-wide SIP architecture, plus the instant detection of each user’s presence across devices and applications. Communications applications and services are implemented once and made available across the business. Simpler deployment and streamlined provisioning, plus leaner hardware and enterprise-wide dial plans, all drive down costs and complexity.

Avaya Aura® Communication Manager

Communication Manager delivers rich voice, video, mobility, messaging, and engagement capabilities on a resilient, distributed network for gateways, analog, digital, and IP-based communication devices, including features to SIP devices. With Avaya’s unified communication manager, you can keep your enterprise engaged with:

• Robust voice and video call processing
• Advanced workforce productivity and mobility features
• Built-in conferencing and contact center applications
• Centralized or distributed messaging and attendant capabilities
• Connectivity to a wide range of devices

Communication Manager enables pervasive collaboration by giving you multiple options for routing, queuing, and priority handling of voice and video. And it makes your workers more efficient with intuitive features that save time and allow them to focus on the business at hand – not the underlying technology.

Avaya Aura® Messaging

Avaya Aura® Messaging is part of Avaya’s unified messaging strategy to continue to drive end-user productivity, simplicity and integrated experiences while providing IT with cost savings and significantly greater deployment flexibility with consolidation, resiliency, security and scalability. The combination of tying in with the Avaya Aura architecture principles, having a common architecture with other Avaya products, and integrating tightly with our product portfolio lends itself well to lowering operating costs, creating consistency for our customers, and operating in multi-vendor environments.

A major differentiator for Avaya Aura® Messaging is with its system features. The solution gives customers flexibility as to where messages are stored including options for using a standalone message store and/or integration with email systems

Avaya Aura® Contact Center

offers a comprehensive suite of scalable solutions for dynamic contact center environments providing sophistication and differentiation in the care offered to their customers. Avaya Aura® Contact Center provides omnichannel skill-based routing of voice, email, web chat, FAX, SMS, Scanned documents, instant messages, social media and preview, progressive and predictive outbound.

With Avaya Aura Conferencing you can engage in audio conferencing, content sharing and video from a wide range of devices:

• A single platform for audio, web, video conferencing to address a number of use case needs.
• Scale up to 15,000 sessions / 150,000 users system-wide, or scale down to 500 sessions/ 5,000 users on a single box.
• Cascading media reduces WAN bandwidth requirements.
• HD audio switched (not processed) means no delay and a natural experience.

Increased Productivity: Provide everyone in the organization with intuitive communication tools that allow them to focus less on technology and more on supporting customers, completing projects and producing impactful results.

Avaya Workforce Optimization Select helps contact centers get the most value from each and every customer interaction. The modular, easy-to-implement-and-use platform delivers the latest workforce optimization applications, providing enterprise-level voice and non-voice recording, quality management, call monitoring, coaching, e-learning, workforce management and full reporting capabilities. Avaya Workforce Optimization Select integrates natively with Avaya IP Office Contact Center, Avaya Contact Center Select, Avaya Aura Contact Center, Call Center Elite and Proactive Contact.

We can design an advanced architecture that enables you to make a major shift to a VoIP infrastructure or a SIP core. We develop a detailed plan that ensures every aspect of your system design aligns with best practices. An engineer maps devices/applications, IP addresses, VLANs, subnets, domains, sites and SM Dial patterns to smooth and speed the final conversion.

Related Documents

Avaya Aura Platform

Avaya Aura Messaging

Avaya Aura Contact Center

IP OFFICE SERVER EDITION/SELECT EDITION

Provides call control, web portal, web collaboration, mobility, IM and presence, messaging, and centralized licensing in a single server. Up to 1,024 SIP trunk channels per Primary/Secondary server. Up to 500 Voice Messaging/Recording ports.

IP Office Contact Center is a simple and robust contact center application for IP Office that scales between 5 – 250 agents. IP Office Contact Center delivers a wide variety of capabilities including multichannel communications (voice, email and web chat), skills-based routing, call recording, historical and real-time reporting and more.

Avaya Contact Center Select is a fully integrated contact center solution specifically built for IP Office. The solution scales from 10 agents to 400 agents to meet the business needs of IP Office customers requiring skills-based routing, call recording of voice (inbound and outbound) and multimedia/multichannel (chat, email, SMS) capabilities, with agent and supervisor interfaces including real-time and historical reporting tools

Related Documents

IP Office Select SME7648

IP Office Server Edition SME7094

OMNICHANNEL COMMUNICATIONS

Omnichannel communications allows you the ability to create a seamless experience for your customers as well as a way to report about all the modes customers are using in common reports. How many times have they emailed you? Did they call you first? Have they posted anything on social media about their experience? Without Omnichannel, there is no ability to track customer journeys.

Contact Center

• Avaya Aura Contact Center
• Avaya Aura Contact Center Select
• Avaya Aura Oceana
• Avaya Aura® Experience Portal delivers an enhanced user experience by adding support for the design and management of interactive self-service applications and services over SMS and email. This means offering automated services that engage customers in new ways, utilizing text-based channels alongside existing mobile, phone, and other touch points
• XIMA has unique contact center call management reporting, real-time dashboard, skills and recording solutions that are cost-effective and integrate tightly in with Avaya CM and IP Office.
• Salesforce CRM IP Office Connector.  Avaya and Salesforce have come together and developed special software integration where special engineering is not needed for full integration to the Aura and IP Office contact center solutions.

Workforce Optimization + Quality Monitoring

Workforce Optimization (WFO) has evolved with new algorithms and tools to get more input, which allows contact centers to schedule not just the right amount of agents, but the right agents to begin with. Whether it is performance-based scheduling or retention targets, WFO is a needed tool to ensure the agent workforce is working for you.

Generate relevant and timely insights into the customer experience you’re delivering.

Capture and analyze voice and non-voice customer interactions with a scalable, flexible, and secure recording platform designed for midsize businesses. See where your service is excellent and where to make changes.

As for monitoring, whether it is for quality or compliance, the ability to hear exactly what is going on between agents and customers is a common necessity for most contact center managers. And simply recording calls, and then listening to them later, is not enough. The ability to score samples and give feedback to agents for training is just the first step. In addition, there are more options to search for keywords in conversations, real-time monitoring and analytics on the recordings that can identify trends or changes to how your agents interact with your customers.

Related Documents

Avaya Workforce Optimization Select CC7815
Avaya Aura Contact Center
Avaya Aura Contact Center Select
Avaya Oceana Solution Brochure

Speech to Text

Mutare Software is transforming messaging technology with the giSTT Speech to Text service, which delivers text conversions of your voicemail messages right to your inbox, PDA or smart cell phone. To meet diverse business needs, Mutare offers giSTT as an on-premise solution or hosted solution.

Avaya has different delivery models.  Contact us so we can collaborate as to which is the best fit for your business.

CLOUD

Cloud may be a buzzword, but there’s a reason it’s popular: it’s a deployment option that offers built-in resiliency, security and ease of management, for a simple monthly subscription fee. Cloud allows for more full access to the complete suite of features including phones, apps, messaging, conferencing and sometimes video without acquisition of servers and some professional services integration. The platform is scalable and flexible and you pay only for the requirements currently needed.

Avaya has different delivery models.  Contact us so we can collaborate as to which is the best fit for your business.

INFRASTRUCTURE

Structured Cable

Your structured cabling system provides the critical foundation and infrastructure for your business. The caliber and performance of your Information Systems and the networks they run on can mean the difference between success and failure in today’s competitive business environment. Our structured cabling systems provide outstanding performance, reliability, and manageability.

Fiber

Fiber optic cables give you superior bandwidth for data traffic and maximum data transmissions between network equipment.

• Multi-mode
• Single-mode
• Termination
• Testing
• Certification

Data Switch

Extreme Networks

• Direct Connections can provide the full complement of Extreme Networks data switch portfolio including the Avaya ERS line recently acquired by Extreme.
• Extreme Summit-X770-DS

Wireless

Aerohive Networks. Aruba Networks.

• Direct Connections can provide wireless solutions including design and implementation, whether it be small office or multi-floor environments.
• Aruba Instant WiFi
• Aerohive At a Glance

Engenius

• Long range voice calls in warehouse and manufacturing.

Video

The Scopia® products expand your options for video collaboration to unprecedented levels. Scopia solutions offer a wide array of hardware and software options to suit virtually any need. From soft clients that can be easily downloaded to desktop and mobile devices, to room-based video systems and Multipoint Communications Units (MCU), Scopia delivers sophisticated and flexible video solutions for enterprises of any size.

Avaya Scopia Elite 6000 Series

Paging

Direct Connections can design and engineer large, scalable paging systems using Bogen solutions.  We have installed systems for commercial warehousing and multi-floor environments.  We can tie in and integrate multi-site locations or fully re-engineer existing problematic designs.

Cellular Repeater

Direct Connections can engineer/install a cellular repeater (boost) system for 100% coverage in manufacturing/warehouse/distribution centers. Supporting AT&T, Verizon, T-Mobile, Sprint and any others on GSM, CDMA, 3G and  4G.

Uninterruptible Power Supply

A proper engineered ups environment ensures proper up-time safe guarding critical components in your switch room.  Whether you need to protect a remote IDF closet or a full size data center, we can consult and design. We support Eaton Powerware and APC.

NORTEL CS1000

Avaya CS1000 Upgrade Promotion

The Avaya CS1000 system has operated quite well over the years. For millions of people, in fact. But changes have occurred and your system must be upgraded, and we’ll be happy to explain why.

CLICK HERE to learn about the upgrade promotion.

* Promotion available for a limited time only.