Q.
What is “Intelligent Communications” and what
does it mean for business results?
A. Every business has processes in place to run operations,
serve customers, and generate revenue. Processes are the essence
of how a company does business. They are defined for an individual
company’s logistics, resources, and performance objectives—guiding
every department, feeding quality measurements, and driving
overall success.
In many processes, communication plays a part: often, there
are points in a process where a decision has to be made before
the next step can be taken. Delay occurs whenever important
decisions aren’t made and the information flow stalls.
Salespeople don’t get their quotes in time, an ace candidate
isn’t hired fast enough, a customer’s question
goes unanswered for too long.
Consider what can happen when a process is automated with
triggers for critical information and decision points. Triggers
can be used to prompt an action such as a conference call
or an instant message. By embedding a communications capability
at a trigger point, critical information can be obtained and
decisions can be made without delay. As a result, business
processes run faster and smoother.
Avaya offers technology and expertise that can help businesses
embed communications right into their business processes.
We call this “Intelligent Communications.”
Q. What should your IP telephony partner offer
as you migrate to a converged network?
A. When you’re the one making the decision on how your
company invests its limited technology budget you need assurances
that your vendor will be there for you. Enterprise communications
are too important to risk without complete confidence in your
technology partner. Avaya is ranked number 1 in the world
in IP telephony, voice mailbox deployments, contact centers,
and proactive communications. You can trust Avaya expertise
for advice, implementation, and management for the migration
of your traditional communications to a converged voice and
data network.
Q. What are the advantages of consolidating
call centers with IP telephony?
A. Uniting call centers with IP telephony reduces costs and
complexity, and boosts productivity and customer service capabilities.
Bring together main locations, branch centers, on-premise
staff and virtual workers—in a single region or worldwide—so
everyone everywhere is using the same functions and has the
same operations support.
An IP contact center deploys sophisticated applications and
engages all of your enterprise’s resources, both technical
and human. Branch or remote sites can provide seamless global
coverage and respond to spikes in call volume, all through
a connection to the central hub. IP telephony enables a virtual
call center and supports agents working from anywhere, including
their homes. This capability has become a cost control strategy
for many contact centers.
Q. What's the difference between IP Telephony
and VoIP?
A. Many in the communications industry use IP Telephony and
VoIP (Voice over IP) synonymously. Clinical definitions often
say that VoIP is just the use of a protocol to deliver a conversation.
At Avaya, IP Telephony is used to describe the much more valuable
experience of communicating effectively, reliably, and with
quality using the same TCP/IP protocol that enables the Internet.
In IP Telephony, VoIP is exploited, given the user-friendly
features and productivity enhancing aspects of business communications
applications as well as the network management tools that
make it an enterprise-wide asset.
Q. Can Avaya IP Telephony Solutions work
on my Cisco Network? What should I know?
A. Yes, Avaya has designed its portfolio of IP Telephony
Solutions to be interoperable with most vendors' voice and
data networks, including Cisco. By using open industry standards
Avaya infrastructure and software is incredibly flexible when
deploying in a mixed vendor environment. Quite often a total
enterprise solution requires a mix of components from multiple
vendors, which may also optimize your existing investments
in network infrastructure.
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