UC solutions from Avaya at a glance

Avaya's UC solutions meet all these requirements. They use existing tried and tested technology, and can be integrated easily in heterogeneous environments. Avaya enables fixed integration with messaging and collaboration solutions by Microsoft and IBM, and supports a wide range of mobile equipment from manufacturers like Nokia, Apple and RIM. UC solutions fit into a business's general security architecture well and are extremely reliable in use, as they offer multiple redundancy and failure levels.

Avaya solutions integrate all messages, and allow users to access them easily via fax, e-mail and voicemail via a graphical user interface. Desktop and speech interfaces make it easy to switch between e-mail, voicemail and instant messaging to a telephone call or Web /videoconference. Staff can use rule-based message and call handling to set priorities and respond to people they really need to talk to fast.

Avaya's UC portfolio, with its main products, IP Office, Communication Manager and Contact Centre, addresses your customers' needs, now and in future. As a major Avaya partner, Azlan also offers a wide selection of communication hardware and software which adds even more value to Avaya's solutions for customers.

Example: more business without more cost

A simple example shows how an integrated UC solution from Avaya can support business processes:

A financial service provider, who does not have a UC solution, finds one of their customers calls and leaves a message on their answering machine, asking them to call back. When the member of staff concerned gets back to their workplace from a meeting an hour later, they call their mailbox on the telephone. They then have to navigate through a series of speech commands until they get the message. Unfortunately, though, the customer has only left their account data, but not their telephone number. So the consultant switches to their computer to find their contact details in the CRM system. By the time they ring back, they get the customer's answering machine, and leave a message in turn, and on their mobile mailbox. Then they make a note in the CRM system and close the process as unfinished.

If the financial service provider had a UC solution from Avaya, when the customer rings, the telephone would switch automatically to 'Out' if no-one picks the phone up after the third ring. The call is then routed to the bank's call centre. The agent there can greet the customer by name, because the account data from the CRM system appear on the monitor automatically. The consultant then processes the order, with just a few clicks of their mouse. The system records a note to say that the customer might be interested in a special offer: so the consultant suggests an appointment for a personal meeting, and enters the date, time and topic in the branch staff member's diary. A short e-mail to their smartphone tells the customer adviser, who is in a meeting, that the telephone instructions have been completed successfully and that an appointment has been made.