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Avaya at SpeechTEK West 2005 To Demonstrate New Speech Self-ServiceSolutions That Improve Customer Satisfaction and Workplace Mobility

02-17-2005

At SpeechTEK West 2005, Avaya will demonstrate new speech self-service solutions that help businesses improve customer satisfaction, workplace mobility, and cost-efficiencies throughout an organization.

At SpeechTEK West 2005, Avaya Inc. (NYSE: AV) — a leading global provider of business communications software, systems and services — will demonstrate new speech self-service solutions that help businesses improve customer satisfaction, workplace mobility, and cost-efficiencies throughout an organization. Among the products demonstrated will be the latest release of Avaya Interactive Response, a speech self-service platform featuring expanded support for critical voice standards and the latest speech engine technologies. This drives faster, more cost-effective deployment of speech applications across a global enterprise, enabling customers and employees to use spoken commands to gain automated access to key services via phone.

Avaya Interactive Response provides wide-ranging support for industry standards such as VoiceXML 2.0, which gives businesses greater flexibility in how they build, deploy and manage speech applications. This software now introduces new support for the Q.SIG protocol, enabling businesses to use speech to more reliably and cost-effectively route information across international multi-vendor networks. It also adds support for the Media Resource Control Protocol (MRCP) to help businesses reduce the costs and simplify the process of integrating self-service platforms and speech technologies.

The new version of Avaya Interactive Response also features integration with the industry's latest speech engines — including IBM® WebSphere® Voice Server, the ScanSoft OpenSpeech Recognizer and Nuance speech recognition software — providing businesses with the updated components they require to speed integration and development of speech within an organization. This reflects Avaya's commitment to ensure businesses have access to the most innovative speech technologies available today.

The award-winning Avaya Interactive Response, which is a core component of Avaya's Internet protocol-based suite of MultiVantage Communications Applications, will be generally available on March 7.

"Speech is a core component of Avaya's strategy to embed communications into the heart of business, helping organizations improve the productivity of mobile workers and enrich customer service through the power of voice," said Eileen Rudden, vice president and general manager, Avaya Communications Application pision. "Through speech applications that support the latest voice automation standards and technologies, Avaya enables companies to accelerate speech self-service across an organization, and turn communications into a core competitive advantage."

At SpeechTEK, Avaya is also announcing it will now offer ScanSoft SpeechAttendant through its North America sales channels. This is a new packaged application for Avaya Communication Manager software — Avaya's flagship IP telephony software — and other multi-vendor PBXs, which allows incoming callers to use spoken names to connect to the right person or department without operator assistance. This offer extends Avaya's existing reseller relationship with ScanSoft for speech technology, allowing Avaya to provide customers with a single source for speech technologies, applications and supporting services.

Other MultiVantage Communications Applications demonstrated at the show are Avaya Unified Communication Center — a mobility solution that uses intuitive speech commands to access corporate information and business processes from any phone — and the Avaya Speech Applications Builder, which helps developers efficiently design speech automation services using open standards.

Avaya at SpeechTEK Shares Best Practices For Succeeding With Speech
SpeechTEK West 2005 — held from February 21-23 at the Marriott San Francisco — is the world's largest symposium devoted to speech technology. Avaya thought leaders will be at the show to share best practices for embedding speech self-service into business processes, contact centers and IP-based networks for competitive advantage. During SpeechTEK — which features the AVIOS Symposium, TVUI Conference, and associated Service Automation Expo — Avaya leaders will be featured in multiple sessions, including:

  • SpeechTEK University: Deployment and Testing. At 11:35 a.m. on February 21, Ross Yakulis, Researcher, Avaya Labs participates in a discussion on how to integrate Web services into the tools used to create standards-based applications and how to use them for testing.
  • Leveraging the Human Touch: Expert Advice on Call Center Productivity. Ted Bray, Avaya director of speech self service, moderates a panel at 1:00 p.m. on February 22 at the affiliated Service Automation Expo to explore how to turn contact centers into a competitive advantage through a human approach to customer contacts.
  • Speech Extends the Reach of Enterprise Software and Communications. At 9:45 a.m. on February 23, Ted Bray provides an overview of the building blocks businesses need to develop a service-oriented architecture that extends speech across an enterprise and beyond.
  • Service Automation Expo Case Studies: Adventures in Web, BPM and CRM. Avaya's Lawrence Byrd, director of communications applications, leads a panel at 9:45 a.m. on February 23 exploring real-world examples of how integrated Web self-service, business process and CRM solutions help companies deliver superior customer service and workplace productivity.
  • Speech and the Web: Target Markets and Opportunities. At 1:30 p.m. on February 23, Ted Bray participates in a session discussing how IP-based communication networks drive the proliferation of speech-based services.
  • SpeechTEK Special Session, Voice Hosting and Managed Services. T.T. Ramgopal, director of product management, Avaya service provider pision, discusses managed services options for companies that want to add speech applications quickly with minimal upfront costs. His session is scheduled for 1:30 p.m. on February 23.

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

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