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Avaya Speeds Up Collaboration & IM for IBM Lotus UsersTMCnet VoIP Minute Watch Columnist
IBM Lotus users rejoice! A new Groupware Edition of the Avaya Meeting Exchange is now available and it integrates intelligent conferencing to provide Lotus users with expanded collaboration and faster customer responsiveness.
Communications efforts are being streamlined for IBM Lotus and IBM Workplace Collaboration Services users through three Avaya Intelligent Communications systems, including the new Avaya Meeting Exchange Groupware Edition, that enable workers to instantaneously connect with customers and co-workers. The systems would make it easier to solve problems in the workplace in order to speed higher quality customer satisfaction. "Companies that think about voice conferencing, voicemail and email as separate tools to manage customer service are losing time, money and most likely customers," said Jorge Blanco, Avaya vice president of Strategic Marketing. "Avaya's simplicity-and-speed solutions for conferencing, speech access and messaging provide Lotus users with intelligent communications that create competitive advantage capabilities directly tied to attracting and keeping customers. Combining Avaya intelligent communications applications with familiar IBM user interfaces, creates a hard-hitting one-two punch. Users of these solutions make their customer service workers more powerful problem-solvers, ultimately delighting and not just satisfying customers."
Avaya Meeting Exchange Groupware Edition integrates audio conferencing with IBM Lotus Sametime, enabling workers using the Lotus Sametime Connect Client to determine the availability of colleagues and spontaneously launch virtual multi-modal meetings with the click of a mouse.
The Avaya Unified Communication Center (UCC) application provides instant access to e-mail, voicemail, calendars, directories and task lists from any phone. IBM Lotus Notes and Domino users can respond to any of these methods of telecommunications from anywhere at any time.
Finally, the Avaya Modular Messaging is a unified messaging system that allows Lotus Notes and Domino users to work within the on-screen Lotus Notes inbox to co-manage voicemail and e-mail messages.
"As the need to drive more efficiencies into the communication process becomes even more critical, the convergence of audio and PC-based collaboration tools will be vital to organizations of all sizes and industries," said Ken Bisconti, vice president, Workplace, Portal and collaboration products, IBM. "The integration of Avaya’s audio capabilities with Lotus Sametime and Lotus Notes and Domino will allow businesses to extend the value of their existing IT infrastructure while leveraging the benefits of integrated audio."
Avaya made news last month when it announced that it was recently tapped by Xinjiang Unicom, a Chinese mobile phone carrier. Xinjiang Unicom adopted the Avaya IP Contact Center system to provide services to its users across Xinjiang Uygur Autonomous Region, one of the largest areas in all the province-level administrative regions of China. The carrier serves about 1.89 million of mobile phone subscribers, in addition to clients in other business segments.
For this project, Avaya teamed up with BusinessPartner and Huapu Information Technology Co. to help Xinjiang Unicom migrate its contact center to an IP-based platform. The new system would connect the carrier's headquarters in Urmuqi and 16 other major offices in the region. The contact center currently has 300 seats and can handle approximately 150,000 calls each day. Xinjiang Unicom is the provincial branch company of China Unicom, one of China's largest telecom service providers.
Avaya Inc.
IBM
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Johanne Torres is contributing editor for TMCnet and Internet Telephony magazine. To see more articles by Johanne Torres, please visit Johanne Torres' columnist page.
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