Avaya, Occidental Communications

Avaya Communication
Avaya is an international company based in Basking Ridge, NJ, USA

Australian Office
123 Epping Road, North Ryde NSW 2113 Australia

Phone		+61 2 9352 9000
Fax		+61 2 9352 9111
Internet		http://www.avaya.com
E-mail		enquiries [at] avaya.com

No office in New Zealand

CTI Report
Avaya is included in the report, specific to Australia and New Zealand, Computer Telephony Integration: from the Internet to the Desktop published by Occidental Communications. This report includes local contact and distribution details, CTI protocols all five products support and lists the CTI software and other CTI-capable products in the Australasian market that have been interfaced with the Definity and Index as well as switches in the Australasian market with which Avaya Computer Telephony and Predictive Dialing System and other products have been interfaced. The report features the market shares of the specific market-leading CTI vendors in Australia and New Zealand, CTI licence pricing and analyses inbound and outbound call management. The report also analyses the architectural strengths and weaknesses of LAN-based systems themselves, the integral capabilities which many offer, their convergence with PC-based telephone systems and the futures of PABXs, CTI software, LAN-based systems and predictive diallers as product categories.

Avaya Worldwide
For details on Avaya's worldwide presence and inclusion in CTI reports for Asia, Europe and/or North America, visit the Avaya International page.

Communication Manager (formerly named Definity)
(Australasian telephone systems directory)
(International PABX/ACD directory)
PABX with comprehensive ACD capability. The Communication Manager is also distributed by Agile NZ, Global Connect, IPL Communications and NSC.

Index
(Australasian telephone systems directory)
(International PABX/ACD directory)
Small to medium-sized PABX with ACD capability. The Index is also distributed by Agile NZ, IPL Communications and NSC.

Avaya IP Office (formerly named ECLIPS)
(Australasian telephone systems directory)
(International LAN-based telephone system directory)
LAN-based telephone system with IVR capabilities and, by incorporating Avaya CTI, optional CTI, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents. The Avaya IP Office is also distributed by Agile NZ, CTI Solutions, Fujivision, Global Connect and IPL Communications.

Avaya IR (formerly named Avaya Interactive Voice Response and before that, Conversant) (IVR)
An IVR system offering menu development by drag and drop method using a GUI interface and optionally including speech recognition software from Nuance Communications. The Avaya Interactive Voice Response is also distributed by Agile NZ, Global Connect, IPL Communications and NSC.

Application Enablement Services (formerly named Avaya Computer Telephony)
(Australasian CTI software directory)
(International CTI software directory)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing and optional predictive dialling, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and text chat. Application Enablement Services is also distributed by Agile NZ, Global Connect, IPL Communications and NSC.

Avaya Interaction Center (formerly named Quintus) (CTI software)
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling and call routing and optional IVR, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents, text chat, off-switch ACD and limited CRM capabilities. The Avaya Interaction Center is also distributed by Agile NZ, Global Connect and NSC.

Predictive Dialing System (formerly named Mosaix)
(Australasian predictive dialler directory)
(International predictive dialler directory)
A predictive dialler with its own trunks, that makes its own calls, connects them to the PABX through voice circuits and uses CTI to instruct the PABX to connect them to agents, and which can also be deployed in a software-only configuration. The Predictive Dialing System is also distributed by Agile NZ, Global Connect and NSC.

S8300, S8700, S8400 and S8700 Media Servers (Voice-capable IP media servers)
Media servers which can support up to 333 E1 ports or up to 4,000 analogue circuits. These are also distributed by Agile NZ, Global Connect and NSC.

Article citing Avaya
Lame competitors contribute to Genesys's success IT Director (Bloor Research, UK), October, 2007

Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Vendors seeking inclusion click here.

Home ANZ Vendor Directory Call Centre Consulting CTI Consulting Communications Consulting Contact