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Avaya IP Telephony Applications Win Back-to-Back Miercom Awards for Best Mobility Support and IP Contact Center Reporting

10-11-2005

Avaya announced its industry-leading IP-based mobility and contact center solutions have been honored with awards from Business Communications Review (BCR) magazine and Miercom, a leading network consultancy and product test center.

Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today announced its industry-leading IP-based mobility and contact center solutions have been honored with awards from Business Communications Review (BCR) magazine and Miercom, a leading network consultancy and product test center.

 

The awards were given in recent competitive reviews conducted by Miercom and published in BCR. In the review of IP telephony applications, Avaya received the award for Best Mobility Support, 2005 Advanced Applications for its "burgeoning array of supported mobile clients and features." In a separate review of IP-based contact centers, Avaya received a Best IP Contact Center Reporting award for the advanced, yet easy-to-use capabilities of Avaya's multichannel contact management and reporting platforms.

 

"The true value of IP telephony lies in the applications it enables," said Ed Mier, founder of Miercom. "As demonstrated by its industry leading IP-based mobility and contact center applications, Avaya is delivering the kinds of features companies count on to improve responsiveness to customers and colleagues, operate more efficiently and unlock significant new productivity benefits."

 

Broad Support for Today's Mobile Enterprise

In its review of advanced IP telephony applications, Miercom invited companies to submit their latest application packages for personal productivity, conferencing and collaboration, advanced speech processing and mobility. The Miercom Lab was impressed with the breadth of Avaya's mobility solutions, including Avaya Extension to Cellular, which delivers calls concurrently to both a business extension and cell phone, allowing workers to stay in touch through a single number when they are away from their desk. Says Miercom, "You can hang up one and pick up the other. Same connection. It's neat, and it works."

 

Other IP mobility applications reviewed included:

  • Avaya Unified Communication Center capabilities, which allow users to access PBX features through natural language speech automation for hands-free operation.
  • Avaya Mobile for Series 60, a software application that delivers Avaya IP telephony enterprise features to users of mobile phones based on the Symbian OS-based Series 60 platform.
  • Avaya Softphone for Pocket PC, a softphone application that runs on Windows-based handheld PDAs.
  • Avaya Enterprise Seamless Communications solution featuring a Motorola-manufactured dual-mode phone that accesses enterprise IP features seamlessly as users travel across an enterprise WLAN and the public cellular network.
  • Avaya IP Softphone, which delivers IP phone features to a laptop computer. Miercom reviewed release 5.2 of the IP Softphone, which lets users bring up video automatically with a phone call or add video after the call connects.

 

Miercom also reviewed a new SIP softphone that enables both point-to-point communications and networked communications through a third-party SIP proxy server. Miercom noted the SIP softphone features "nice desktop-integration capabilities, such as with Microsoft Outlook, and also 'click to dial.'" Using click to dial, a phone number on any Web page can be dialed automatically with just a click of a mouse.

 

Avaya Contact Center Reporting Drives Greater Performance

In a separate review of IP-based contact centers, Miercom praised Avaya's contact center solutions, saying Avaya's competitors have "their work cut out for them." According to Miercom, Avaya's high-end Interaction Center 7.0 application and its Contact Center Express application for the mid-market deliver enterprise-class multimedia IP capabilities "in spades."

 

The report said the various layers of reporting capabilities that Avaya offers distinguish the company from its competitors. Basic Call Management Reporting is available out of the box with Avaya call center solutions, while a more sophisticated Call Management System can be added for more detailed real-time and historical reporting. Additionally, Miercom says that Avaya Operational Analyst offers an "excellent, graphically rich client-based historical data analysis," as well as "three-dimensional real-time activity graphing, with the ability to find and view just selected data points."

 

In discussing Avaya's solution Ed Mier wrote: "Of the dozen or so comparative aspects of IP contact centers we applied in the review, we especially laud Avaya Interaction Center for offering the best reporting capabilities - enabling contact center supervisors to easily track call, queue and agent activity, in real time as well as historical, to whatever level of detail they desire."

 

"These Miercom tests cover key areas that businesses must address if they are to remain competitive in today's 24/7 world," said Michael Thurk, group vice president, Global Communications Solutions, Avaya. "Winning these awards reinforces why more businesses are turning to Avaya when it comes to mobilizing workers and deploying enhanced levels of customer service across any global location. By helping businesses embed more intelligent communications capabilities into the heart of their operations, we enable companies to get more out of their investment and deliver new value to their bottom line."

 

Miercom's review of advanced IP telephony applications is featured in the September 2005 issue of Business Communications Review. The IP contact center report is featured in the August issue of the publication. To view the both, visit: www.avaya.com or www.bcr.com.

 

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 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

 

About Miercom

Miercom is a privately held network consultancy, specializing in networking and communications-related product testing and analysis. The company's highly-skilled engineers, many with over 25 years of experience in the networking industry, have developed methodologies for testing products as perse as Wireless devices, IP-PBX's, VoIP Application tools, Unified Messaging, security and IPS systems. Founded in 1988, Miercom has pioneered the comparative assessment of networking hardware and software. Testing results and other technology research articles continue to appear in BCR, NWW and other industry journals. Miercom is headquartered in East Windsor, New Jersey and can be reached at +1 800.643.7266; on the Web: http://www.miercom.com.

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