New UC Vertical Offerings
With its six new vertical UC offerings that package products and services together, Avaya took a rifle approach to pick off opportunities for UC deployments aimed at specific types of workers.
The Intelligent Presence Server can aggregate presence information from telephony, desktop or application sources from Avaya as well as third parties, including Microsoft and IBM.
The Unified Communications Solutions for teleworkers seeks to give those remote users the same communications experience they would have in an office setting. Functions supported include collaboration, click to communicate, desktop video and more. It works with a PC or a Mac and integrates with IBM Lotus Sametime and the Microsoft Office Communicator. "You can plug in our VPN remote phone into your home office router, and it works just like an office phone," said Shariff.
The UC Solution for mobile workers focuses on wireless integration and works with some 500 different handheld devices, including the Apple iPhone. The Avaya Home Agent solution is aimed at allowing contact center operators to work from home and deliver the same level of performance. The Unified Communications Solution for SMBs allows employees to work remotely but remain instantly accessible.
The Intelligent Branch for Retail offering integrates with existing communications infrastructure such as call boxes, and the Intelligent Branch for Banking integrates with IBM's Lotus Sametime to emphasize improved customer service.
Lippis said the Intelligent Branch offerings allow banks and retailers to use UC to improve the customer experience by addressing their key concerns, which include lack of skilled staff in the branch, difficult-to-maintain customer loyalty and high employee turnover.
The new Avaya UC Services consulting practice is focused on helping customers plan, design and deploy UC projects. Planning takes into account the different types of workers that will use a UC system and determine what types of applications are most appropriate for those users. Design focuses on technical requirements and takes into account equipment, carrier plans and applications. Integration and Implementation services include pretesting technology in Avaya's Solutions Labs as well as deployment services.