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Avaya: Best Reporting, IP Contact Center

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Avaya: Best Reporting, IP Contact Center
Course Project
NETW250
Johnathon A. Royes

In order to have an efficient call center we must deploy an effective system. After evaluating the company needs for an IP PBX solution and diligent research, I have come to the conclusion that the IP PBX system should be based on Avaya IP Office and Aura. These reasons include the experience and connectivity that Ayala provides, as well as Multimedia support and Total cost of the System. Avaya currently services more than 95% of the Fortune 500 organizations at over 1 million customer locations worldwide with operations divided globally in 5 regions including Asia Pacific; Caribbean, Latin America; Europe, Middle East & Africa; Middle East & Africa (MEA) and United States and Canada. Below is a table describing key aspects of the contact-center packages reviewed for Avaya.

Avaya
Total contact center seats shipped (all products), per vendor
6 to 8 million (25,000 contact centers globally)
Contact center package, version reviewed
Interaction Center 7.0
Contact Center Express 2.1
Contact center server(s) required
Sun Solaris, IBM AIX, and/or Windows
Windows
DBMS
Oracle or IBM DB2 SQL server; customer-provided
MS SQL Server; customer-provided
Typical/avg no. agents per contact center
100-200
50-100
Max agents per contact center
5,200
150
Est. percent new systems shipping with 30% multiple media
40%
15%
PBX infrastructure (over which contact center was reviewed)
S8500-based CommMgr 3.0 (on Linux)
S8500-based CommMgr3.0 (on Linux)
Other PBX support
Siemens, Nortel, Ericsson & Aspect ACD
None; requires Avaya Comm Mgr 3.0 PBX

Avaya was awarded the “Best Reporting, IP Contact Center,” 2005 IP Contact Center Review. The 800-pound gorilla of call and contact centers, Avaya estimates it has shipped well over 6 million contact-center seats over the last dozen years, equating to some 25,000 active contact centers around the world. And it is also clear that the competition is gunning specifically


References: https://www.avaya.com/usa/documents/avaya-aura-contact-center-gcc4745.pdf http://www.avaya.com/usa/solution/communications-optimization/
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