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Avaya Japan and NTT Communications to Jointly Offer Contact Center Solutions

11-21-2005

Avaya Japan and NTT Communications have agreed to offer joint contact center solutions for Japanese customers leveraging both companies' strengths in this area.

Avaya Japan, a subsidiary of Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today announced that Avaya Japan and NTT Communications, a subsidiary of Nippon Telegraph and Telephone (NTT) Corporation (NYSE: NTT), one of the world's largest telecommunications companies, have agreed to offer joint contact center solutions for Japanese customers leveraging both companies' strengths in this area. In the first phase of this agreement that begins on December 1st, both companies will offer two solutions. The IP Contact Center Starter Pack will meet operation needs for small and medium sized contact centers in Japan. The Secured Contact Center Solution will provide the high-end security for businesses setting security as a top priority in contact centers.

 

IP Contact Center Starter Pack

This will give businesses planning to deploy small or medium sized contact centers, a packaged solution for high-end contact centers with limited budget and operational cost.

 

Solution Features

  • IP contact center solutions combines Avaya IP-PBX and NTT Communication's Free-Dial Intelligent Service.
  • No need to install IVR system
  • 2 packages are available for easier adoption; 20 agents and 40 agents
  • Improved agents' productivity and efficiency by utilizing ACD ¹ capabilities
  • Agent IP desktop phone and softphone are available
  • IP-PBX and Free-Dial Intelligent Service have scalability and flexibility

 

Secured Contact Center Solution

In order to strengthen security for client PCs in contact centers that have critical customers' personal information, the combination of thin-client BladePC and Avaya Interaction Center , can provide powerful security and avert leaks of customers' information from contact centers.

 

Solution Features

  • No hard-disk-drive at client PCs in contact centers can prevent unauthorized retrieval of customer information
  • The platform can support existing PCs used at contact centers (Downloading critical data is impossible)
  • Various communication channels (voice, E-mail, Fax, document, Web) are transformed to EDU and then routing engine can be integrated. The centralized reporting becomes available by using common routing algorisms for all communications channels.
  • With other security solutions available from NTT Communications such as IC Card for locking client PCs and control in entering and leaving room, it enables to offer a total security solution in contact centers.

 

Above-mentioned solutions will be showcased at NTT Communications Forum 2005 (November 24, 25 in Tokyo, November 29 in Osaka) and Avaya Japan Contact Center Solutions Seminar (December 2 in Tokyo).

 

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. For more information about Avaya Japan, please visit http://www.avaya.co.jp.

 

¹ ACD: Automatic Call Distribution

 BladePC: Blade PC is comprised of several processing units inside and can be housed in a standard 19-inch rack to a high density

 Avaya Interaction Center: CTI application that integrates communication channels such as voice, E-mail, web chat, and speech self service.

 Avaya Interaction Center is offered as software and user license(s). Hardware (server) is no included.

 EDU: Electronic Data Unit

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