Virtual Call Center

One of the stalwart products in the Nortel PBX lines was the Business Communications Manager PBX. It was promoted by the major telephone companies for the last few years along with other Nortel Norstar and Meridian proprietary products. Now that Nortel is no more and Avaya has bought that division  a Notice of Discontinuance of Support has been sent out to dealers that had previousy sold the  devices.

Has your phone company called you? I am not sure if Bell Canada ,ATT&T, Verizon or your local telephone equpment supplier are advising their customers of this fact now that Nortel is defunct. If you have bought a system you know that it always requires outside support from the telco or dealer if there is a problem. Once again a proprietary standard issue.

Other older products are being mothballed and losing support also. If you bought these Nortel items through the phone company they may be trying to get you to upgrade to other obsoleted products to clear their own inventory stock or stock that other customers are dumping in favour of newer solutions.

Beware the telephone distributor that tries to push a closed system in this day and age. With the availability of a wide range of open system products available on the market it pays both in the short term and the long term to consider a new system carefully.

Take the time to consider your options and do not necessarily choose the cheapest solution. You should be considering systems that are open-standard based and can integrate with your computer systems network and your current wireless phone users . You can lower your total cost of ownership as well as your telecom charges if you think now and seek reliable advice that will leverage your current investments for the future and be scaleable.

— February 21, 2002

Singapore, 18 February, 2002~Aspect Communications Corporation (Nasdaq: ASPT), the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue, today announced the availability of the Aspect Customer DataMart Contributor for Avaya. Aspect Customer DataMart v2.0 software can now link directly to the Avaya CentreVu Call Management System (CMS) and incorporate data from a contact center~s Avaya automatic call distributor (ACD). The Aspect Customer DataMart Contributor for Avaya is among the first software solutions to allow for data collection and reporting for contact centers with either single or multiple technology vendors, locations or communication channels (Web, e-mail and voice live or self-service).

Businesses using Aspect Customer DataMart software with only Avaya CentreVu CMS or those with Avaya CentreVu CMS and other ACDs can view geographically distributed contact centers as one virtual center and analyze real-time customer contact transaction data easily, regardless of communication channel. This enables quick identification of customer interaction patterns and trends that help businesses make timely decisions about how to enhance service quality and operational efficiency for improved customer satisfaction and retention and reduced operating costs.

The Aspect Customer DataMart Contributor for Avaya offers three primary benefits. The first is investment protection. A company can maintain its existing Avaya call center switches and still take full advantage of Aspect Customer DataMart~s robust reporting and analysis capabilities. Second, Avaya customers no longer have to view their reports in Web, e-mail or voice silos. Adding flexibility, Aspect~s multichannel, multisite capabilities allow companies to analyze customer contacts across all communication channels and across all geographical locations. And, because Aspect Customer DataMart data can be integrated with data from other enterprise sources, businesses can discover not only which of their service representatives are the most efficient at serving their customers, but also potentially which are the most profitable to the business based on data about transactions they complete.

Companies can use data they have about customers to better serve their future needs. Aspect Customer DataMart can help identify those contacts that are driving sales, those representatives that are best able to meet the expectations of customers and can even help segment customers and prospects according to the value they bring to the business.

~Retaining your most profitable customers while increasing the profitability of the least profitable is a crucial directive because the cost associated with acquiring new customers is enormous,~ said Chris Purpura, Senior VP, Worldwide Alliance, Business and Market development. ~Businesses can muster their information resources to the advantage of their customers whether their contact centers are based on Aspect technology or Avaya technology. Aspect is the first vendor to provide for this level of data analysis in a multivendor environment. That~s because our business is to help our customers protect their investments in technology, whether it comes from Aspect or from other companies.~

About Aspect Communications

Aspect Communications Corporation is the leading provider of business communications solutions that help companies improve customer satisfaction, reduce operating costs, gather market intelligence and increase revenue. Aspect is the trusted mission-critical partner of 76 percent of the Fortune 50, daily managing more than 3 million customer sales and service professionals worldwide. Aspect is the only company that provides the mission-critical software platform, development environment and applications that seamlessly integrate voice-over-IP, traditional telephony, e-mail, voicemail, Web, fax and wireless business communications, while guaranteeing investment protection in a company~s front-office, back-office, Internet and telephony infrastructures. Aspect~s leadership in business communications solutions is based on more than 16 years of experience and over 7,600 implementations deployed worldwide. The company is headquartered in San Jose, Calif., with offices around the world, as well as an extensive global network of systems integrators, independent software vendors and distribution partners. For more information about Aspect, visit the company~s Web site at http://www.aspect.com or call the Singapore Head office on (65) 580-6699.

Issued on behalf of Aspect Communications by Porter Novelli Convergence Group

Contacts:

Livian Soo

Aspect Communications

Tel : (65) 580-6738

Fax : (65) 580-6700

E-mail : Livian.Soo@Aspect.com

Fatima Adam/Sangita Jeyapathy

Porter Novelli Convergence Group

Tel : (65) 330-6215/6220

Fax : (65) 339-9337

E-mail: fatima.adam@porternovelli.com/ sangita.jeyapathy@porternovelli.com

More Avaya Call Center Press Releases

East Hartford, CT — April 30, 2008

Coordinated Systems, Inc., a leading call recording and quality monitoring solution provider, today announced that its Virtual Observer solution is compliant with all call center telephony solutions from Avaya, a leading global provider of business communications applications, systems and services.

Virtual Observer helps businesses to automate their call center call recording and quality monitoring processes. The application now is compliance-tested by Avaya for compatibility with Avaya Communication Manager 5.0 and Avaya Application Enablement Services R4.1.

CSI is a member of the Avaya DevConnect program — an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

CSI has been delivering bulletproof call recording solutions for the Avaya Platform for many years, including implementations sold through their partners. The CSI partner channel continues to grow through strategic alignment with Avaya Platinum Business Partners.

“Success is measured in the ability to deliver to clients a product they want at a price they can afford. CSI has been constantly improving our product offerings and monitoring costs, to assure our clients get a solid product at the best price available whether from our competition or us. Our stance is ‘Simple, effective and affordable’ and it has been our mantra since 1972. With our Avaya certification we can now further that stance with the ability to provide current and future clients those same assurances as they transition to the next generation of Avaya phone platforms,” said Robert Hutcheon, CEO of Coordinated Systems, Inc.

As a Gold member of the program, CSI is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Lincroft, N.J. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure — speeding deployment of new applications and reducing both network complexity and implementation costs.

“By offering compliance testing to the many innovative companies like CSI who are members of our DevConnect program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities,” said Eric Rossman, vice president, developer relations and technical alliances, Avaya. “They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available – getting more out of their multivendor network and delivering new value to their bottom line.”

About Avaya:

Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com.

About Coordinated Systems, Inc.:

Coordinated Systems, Inc. (CSI) has been building great customer experiences since 1972. CSI’s Virtual Observer is a call recording solution with strong quality monitoring capabilities for contact centers looking to automate their quality assurance processes. Virtual Observer works within all Avaya environments and offers customers an extremely high value to price.

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Your customer is implementing an AE Services 4 0 and has purchased the software only solution.
What hardware and software must the customer provide?
A. server hardware platform and Red Hat Enterprise Edition 3
B. server hardware platform and Red Hat Enterprise Edition 4
C. server hardware platform, Red Hat Enterprise Edition , and all third-party software required for AE
D. Services server hardware platform, Red Hat Enterprise Edition 3. and all third-party software required
for AE Services
Answer: B
Your customer is migrating their call center from basic ACD to EAS.
After the EAS feature has been licensed on the system, what are three tasks that must be completed to
facilitate the EAS conversion? (Choose three.)
A. EAS must be optioned on the Feature Related System Parameters form.
B. The CMS (if present) switch administration for the ACO must be changed to support EAS.
C. Queue Status Indicators must be re-administered.
D. Agent work mode buttons on voice terminals must be modified.
E. Administer hunt groups for Redirect on No Answer (RONA).
Answer: A, B, D
The events table provides a list of events, a brief description that displays on the screen for the event,
and a full explanation of the event. In what document can this table be found?
A. Feature Description and Implementation for Avaya Communication Manager
B. Administrator Guide for Avaya Communication Manager
C. ACD Guide for Avaya Communication Manager
D. Avaya Call Center Release 4.0 Call Vectoring and Expert Agent Selection (EAS) Guide
Answer: D
You have been assigned a project to add an ACD to an existing Avaya Call Management System (CMS).
The customer has requested that Avaya provide a turn-key implementation Which three resources will
you schedule? (Choose three)
A. Communication solutions integration – provisioning
B. Communicabon and Solution Integration (C&Sl)
C. software specialist
D. on-site technician
E. Network Integration Center (NIC)
Answer: A, B, D