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Avaya Launches Next-Generation Contact Center Solutions

Avaya Inc., the top competitor of Cisco in the arena of Unified Communications (UC) launched a new Contact Center Solutions on July 21, 2010.  In an exclusive press briefing in Makati City, Philippines, Avaya via Webcast introduced the following:

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Avaya Aura Contact Center ““ is a new multimedia contact center application that extends to all types of media, including voice, e-mail, web chat, and instant messaging/SMS. Avaya Aura Contact Center complements the large enterprise solutions of Avaya Aura Call Center Elite and will serve as a multimedia extension to Call Center Elite in the future.

Avaya Agile Communication Environment (ACE) facilitates the development of communications-enabled business applications to speed business workflow. Avaya ACE 2.2 includes Event Response Manager, a new packaged application that reduces downtime and increases efficiency by automatically notifying the right people with the right skills to respond to and manage unexpected events, such as inventory shortages, security breaches, etc.

Avaya Aura Conferencing, now available in Standard Edition, provides rich audio, video and Web conferencing features on a single server that reduces management and power requirements. The Enterprise Edition will be available later this year.

Avaya Aura Messaging provides rich multimedia messaging with choices for accessing and storing messages.
Avaya Aura Presence Services offers an open standards-based, native instant messaging solution providing federated presence for IBM Lotus Sametime, and IM and Presence across Microsoft®, IBM, Avaya one-X® Communicator, Avaya one-X Agent and Avaya 9600 SIP phones.

Avaya Aura Session Manager 6.0 now scales to over 100,000 users, including 50,000 SIP phones and video capable endpoints.

Avaya Aura Communication Manager 6.0 can now be deployed as an Evolution server for easy migration of mixed H.323/TDM endpoints to SIP environments or a full SIP-based voice and video feature server.

Avaya Aura System Manager 6.0 provides for a  common management system across Avaya Aura that now extends to Presence Services, Conferencing and Messaging, making it easier to administer and manage Avaya Aura components from one central location.

Avaya Aura System Platform 6.0, Avaya’s virtualization technology, now encompasses all elements of the Avaya Aura architecture and applications portfolio, eliminating up to 80 percent of hardware compared to competitive solutions while reducing management, power requirements and costs.

AND, Avaya 9600 family of desk phones now offer larger, color touch screen displays at a lower price point, function on lower power and provide a low total cost of ownership.

These products will be available to Avaya partners next month.

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