Investor News

Home  >  Investor News  >  News Release Details

News Release Details

View All News

Avaya at SpeechTEK 2004 Presents Strategies for Businesses toImprove Customer Service and Employee Productivity ThroughAutomated Communications

09-08-2004
  • Company to Demonstrate New Mobility and Self-Service Tools ThatHelp Businesses Achieve Competitive Advantage Using Cost-EfficientSpeech Applications

Today's businesses are grappling with a myriad of challenges to remain competitive, including the need to satisfy customers with fast, convenient service and ensure employees have instant access to key business processes from any global location. In order to resolve these challenges head-on — while improving the bottom line — businesses are turning to new and emerging speech-enabled applications that tap the full potential of Internet protocol telephony and automated self-service technologies. By integrating these technologies throughout their enterprise, organizations are finding new cost-effective ways to enhance customer satisfaction and increase employee productivity.

Today's businesses are grappling with a myriad of challenges to remain competitive, including the need to satisfy customers with fast, convenient service and ensure employees have instant access to key business processes from any global location. In order to resolve these challenges head-on  while improving the bottom line  businesses are turning to new and emerging speech-enabled applications that tap the full potential of Internet protocol telephony and automated self-service technologies. By integrating these technologies throughout their enterprise, organizations are finding new cost-effective ways to enhance customer satisfaction and increase employee productivity.

At SpeechTEK 2004, Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, will present strategies for helping enterprises overcome these and other challenges using speech-enabled communications. The event, to be held Sept. 13-16 at the Marriott Marquis, will feature several of Avaya's top subject matter experts, who will discuss best practices for incorporating speech applications throughout an enterprise. The company will also demonstrate several new speech-enabled products at the Avaya booth (Booth #101), including its new solutions designed for mobile workers and contact centers.

"To remain competitive in today's environment  in which business happens around the clock  successful organizations must provide their customers and employees with instant access to real-time information and customer service," said Eileen Rudden, vice president and general manager, for Avaya's communications applications pision. "By automating business processes and customer service with conversational voice, speech-enabled applications can improve customer satisfaction and employee productivity, while introducing greater operational efficiencies."

Demonstrating New Productivity Tools That Improve Mobility, Customer Satisfaction
At this year's SpeechTEK event, Avaya will unveil and demonstrate new versions of its speech-enabled unified communications and mobility solution, as well as its contact center application for self-service.

The new unified communications solution will showcase how mobile employees can be more productive while out of the office by performing business tasks such as reviewing on-line calendars, dialing contacts and sending and receiving e-mails  all through speech commands over the telephone. These capabilities are part of the new version of Avaya Unified Communications Center, which will feature expanded scalability and several new capabilities, including integration with IBM Lotus Notes® calendar (Microsoft® Exchange already supported).

In addition to unified communications, Avaya will be showcasing its latest speech software solutions, showing how contact centers and IT departments globally can leverage VoiceXML to rapidly and cost effectively deploy speech to automate business processes and contact center services. Avaya will be demonstrating Avaya Speech Applications Builder, an application design and management tool for Avaya Interactive Response. Speech Applications Builder includes comprehensive management and reporting tools as well as a complete library of pre-built industry best practice speech components that speed development and simplify management of high quality customer and employee speech self-service applications.

Avaya Activities at SpeechTEK 2004
Eileen Rudden, as well as other Avaya executives, will be on-hand at SpeechTEK 2004 to share their strategies for successfully implementing speech-enabled applications for greater business results. This includes sessions targeting issues relating to speech-enabled self-service in contact centers and unified communications for the mobile worker. Key panels include:

Multichannel Contact Center Track  Ted Bray, Avaya self-service strategic planning and product management, will serve as moderator on this track. His panel, Multichannel Contact Center: Blending Voice, Chat, Fax, & E-mail is on Sept. 14, from 4:30-5:45 p.m.

Mobile & Embedded Track  Bob Cooper, Avaya Chief Architect - Unified Communication Center, is slated for the Mobile & Embedded Track, giving a presentation on server-based systems, Sept. 15, 2:45-4 p.m.

Industry Visions Track  Lawrence Byrd, convergence strategist, speaks, Sept. 15 from 1-2:30 p.m.

Speech in Insurance Track  Steve Feldman, Avaya Self Service Team Leader, will be on a panel discussion, "Improving Customer Service," Sept. 13, 4:15-5:30 p.m.

Technical Insights Track  Dr. Val Matula, Director - Avaya Labs Multimedia Technologies Research, speaks on Natural Language Understanding: Is It Real on Sept. 15, 1-2:30 p.m.

Construction and Deployment Track  Tore Christensen, Avaya Product Management, Self Service Portfolio, will be part of a panel on: Where is Speech Going  Telephone Centric vs. Web Centric, Sept. 14, 1-2:30 p.m.

SpeechTEK University - Speech Programming Series  Wu Chou, Avaya Labs Research, will speak on EMMA: Extended Multimodal Annotation Markup, Sept. 16, from 8:30 a.m.-5 p.m.

Avaya, and fellow speech solution innovators Viecore, ScanSoft and Fluency, will also participate in the show's Challenge II competition. Beginning at 9:30 a.m. on September 13, the CHALLENGE II teams will apply their development tools and skills to design, develop and deploy a real world application with the goal of demonstrating how speech products and services make speech solutions faster and cheaper to create and deploy. Avaya will participate in the challenge to showcase how its open standards-based communications solutions can easily work with solutions from third-party developers. Avaya collaborates with a broad technology community to bring the best communications to its customers. Avaya's global-reaching DeveloperConnection (DevConnect) Program combines the capabilities of the company's leading-edge communications technologies with the innovative products of a select group of third-party developers. DevConnect members are a mix of large and small companies that have applications or hardware solutions.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications — and distinguished by comprehensive worldwide services  Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

*Unless otherwise specified, all trademarks identified by the ® or  are registered trademarks or trademarks, respectively, of Avaya Inc. Fortune 500 is a registered trademark of Time Inc. Microsoft is a registered trademark of Microsoft Corporation. All other trademarks are the property of their respective owners.

Categories: Press Releases
View All News