Avaya DevConnect Partners Drive Communications Applications for SMBs

Basking Ridge, New Jersey (PRESS RELEASE  – March 8, 2011) – Avaya, a global leader in business collaboration systems, software and services, announced an array of application development partners driving new and innovative capabilities for Avaya IP Office, the company’s flagship communications solution for small and medium-sized enterprises (SME). These partners are part of Avaya’s DevConnect program, an initiative to promote the creation of a new generation of solutions complementary to unified communications (UC) by integrating products, services and technologies with Avaya solutions.

Avaya DevConnect provides a wide range of developer-oriented resources, including access to application program interfaces, developer tools, and technical support. Its membership has grown by over 16 percent in the last year and there are over 1,400 Avaya compliance tested solutions, with 30 to 40 new solutions added per month. For the small business arena, there are more than 300 tested solutions from DevConnect members across all Avaya SME communications platforms.

Many Avaya DevConnect partners develop solutions for the SME market, helping those businesses using Avaya IP Office and Business Communications Manager compete at the same level as large enterprises. These partners develop capabilities tested for interoperability with Avaya SME products, and also help enhance them.

Applications that have recently been introduced for Avaya IP Office from partners include:

Presence Tailored to the Small Business

AdvaTel has developed InTouch, a second generation UC application that brings together internal presence and federated presence to all of one’s external contacts via Yahoo!, Skype, MSN Lync and Outlook calendar. The solution, which does not require a server, lets users move between voice telephony, instant messaging (IM), SMS and email with just one click, helping users make the right communications choice at any time, while driving faster collaboration.

Hospitality Applications Enhance Guest Service for Hotels

The DuVoice DV2000 is a messaging system and Property Management System (PMS) interface for Avaya IP Office that is suited for hotels. DV2000 capabilities include everything from voicemail and wake-up call management to enabling employees to handle mini-bar inventories via phone. DuVoice also provides 911 features for Avaya IP Office that alert the front desk when emergency calls are made and pinpoint the location of the room requiring help.

Resource Software International Ltd. (RSI) provides call accounting software — Shadow CMS Enterprise — which performs telecom billing functions and interfaces with a hotel’s Property Management System (PMS). The company interoperates with Avaya IP Office, providing a fully-scalable UC management solution that lets administrators forecast, monitor and allocate communications management expenses. Hotel-centric features include the ability for cleaning staff to enter the status of a room’s condition using a phone, wake up calls, emergency notification and features for deploying messages, menus or advertisements to phone sets.

SIP Capabilities Bring New Value to SMEs

Optimum Voice SIP Trunking from Cablevision’s Optimum Business delivers a high-quality, reliable voice service to small businesses through a converged voice and data network that can scale as needed for up to 100 employees. As a DevConnect partner, Optimum Business brings an affordable, easy-to-manage communications system to SMEs. This capability lets businesses use all of Avaya IP Office’s state-of-the-art features, while it improves the quality and reliability of voice services, simplifies configuration, reduces equipment costs, and provides significant room for scalability at about half the cost of traditional T1 solutions.

Contact Center Solutions for Streamlined Customer Service

KnoahSoft complements and enhances Avaya IP Office’s customer service capabilities using the KnoahSoft Harmony suite, which offers secure call recording, silent monitoring, screen capture of agent sessions, as well as extensive quality management and reporting capabilities based on search parameters. By bringing these capabilities to Avaya IP Office and providing legal compliance support for contact center recording, KnoahSoft extends state-of-the-art customer service to the SME environment.

Solutions for Assisted Living Facilities Improve Resident Care

The Telecor VS-600 Staff Call Station seamlessly integrates all the functions of a staff call system, and helps IP Office offer features to retirement and assisted living facilities that improve communications among residents and staff members. Telecor brings instant two-way speech communications capabilities customized for this environment, enabling residents to reach staff quickly and directly with the push of a button, increasing responsiveness, along with a resident’s comfort.

Automated Applications Simplify Processes

Computer Instruments offers e-IVR, which contains the components that allow companies, schools, churches and others to reach out to constituents automatically to remind them of appointments, inform them of school cancellations, and alert them of emergencies. These messages may be sent via phone, email or text by seamlessly integrating with Avaya IP Office. Inbound functions are just as useful, allowing callers to find out about homework that is due, renew a prescription, or pay their utility bill — all via the simplicity of speech recognition or phone prompts.

The combination of Computer Instruments’ e-IVR vertical team and Avaya IP Office helps many organizations simplify how people get information out. The company enhances Avaya IP Office with self-service applications for weather alerts, hospital lab results, or last minute searches for substitute teachers. In education, an absentee application lets teachers use a phone to mark students present, and if someone is absent, a message goes to parents via email, phone or text message.

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness.

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