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  • 18 September 2012 11:07

Avaya Enables Contact Centers to Increase Business Response and Lower Total Cost of Ownership (TCO) by Centralizing Administration

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· Avaya Contact Center Control Manager provides a powerful multi-tenant, Web-based and highly personalized thin client application interface for centralized management and administration of Avaya contact center applications.

· The easy-to-use role-based permission engine allows non-technical staff to quickly perform administrative tasks, reducing expenses tied to in-house or external experts.

September 18, 2012: Avaya, a global leader in business collaboration and communications solutions, today announced the availability of Avaya Contact Center Control Manager in the Asia Pacific region. The solution simplifies business processes and helps improve response time by effectively combining and integrating management and administration of Avaya contact centers.

As a complement to the entire Avaya contact center suite, Avaya Contact Center Control Manager features a broad array of centralized security features, including the ability to apply roles-based permissions. Multi-tenancy capabilities allow every object that is administered to be assigned to a tenant and provisioned to the relevant Avaya system based on its administered location. System transparency is maintained as well as uncompromising customer privacy and security.

With Avaya Contact Center Control Manager, the administrative challenges of contact center maintenance and administration can be greatly streamlined with the following features:

· Centralized management with intuitive browser based interface

Avaya Contact Center Control Manager simplifies setup and maintenance of Avaya Communication Manager and Avaya Contact Center applications such as Integrated Voice Response (IVR) and Workforce Optimization, etc by making it easy to perform a one-time definition of all relevant contact center administration data and entities. The easy-to-use browser based tool provides a single interface for contact center managers to dynamically manage operations such as agents, skills, visual call flows, routing and IVR applications effectively without IT assistance.

· Tight security and privacy features with role based access control

Role-based access to various functions is key to successful provisioning and management of the contact center. It helps ensure that security is maintained while ease of operation is supported. Based on specific roles assigned to each user, Avaya Contact Center Control Manager restricts system access, and grants permission to perform certain operations only to authorized users. Audit trails can be established for individual users and, in addition, their role-based access permissions can be integrated into Microsoft Active Directory. Using single sign-on functionality, businesses can establish a single repository for management of identities and relationships.

· Virtualization and cloud networking/processing-enablement with full tenant partitioning for multi-customer environments

The tenant-based management within Avaya Contact Center Control Manager provides the ability to manage both Contact Center and Unified Communication solutions in a multi customer environment, while partitioning the access of each customer only to his own part of the system. System transparency is maintained as well as uncompromising customer privacy and security.

Bhutan Telecom (BT), one of the biggest corporations in Bhutan, is one of 17 companies under a holding company Druk Holding & Investments (DHI). BT put in place a call center individually for each company on a single platform, supporting the five large companies under DHI. BT, after evaluating all the call center vendors, determined Avaya to be the market leader and best suited to address its concerns. The solution provided by Avaya included the MES platform, Avaya Contact Center Control Manager, Avaya Voice Portal, Contact Management System, Avaya Workforce Optimization, and Proactive Outreach Manager. Avaya Contact Center Control Manager enables BT to centralize the management of their contact centers by providing different login & administration for each group of DHI companies.

HOT Telecom, a leading provider of cable TV, ISP and telecom services in Israel has centralized the administration of its 2,200 agents contact center using Avaya Contact Center Control Manager. In addition, to comply with the company’s strict security policies, the system had to allow administrators to manage role and permissions for all contact center employees based on criteria such as agent view, skills to monitor etc.

This announcement highlights Avaya’s commitment to bringing The Power of We™ to every Avaya customer to help drive faster collaboration, smarter decisions and better business results.

Quotes

“The common Contact Center for the 5 biggest corporations in Bhutan is conceptualized to redress customers’ grievances. We are hopeful this state of the art Contact Center centrally hosted at BT and extended to respective companies for operation will add a new dimension to most efficiency deliver services.”

TSHERING NORBU, General Manager

ISP Division, Bhutan Telecom

“By using Avaya Contact Center Control Manager to centrally administer our Avaya CC products, we were able to dramatically reduce administration tasks and expose system administration features to non-technical users while controlling every single feature with an active directly integrated permissions engine.”

GUY ALMOG,IT Director, HOT Telecom

Additional Resources

· Bhutan Telecom Case Study

http://www.avaya.com/apac/resource/assets/casestudies/Avaya_Solution_for_Bhutan_Telecom_BT.pdf

· HOT Telecom case study

http://www.avaya.com/apac/resource/assets/casestudies/Avaya_Hot_Telcom_Case_Study_GCC527401.pdf

· Avaya Contact Center Control Manager flash demo

http://www.avaya.com/usa/demos/contact-center-control-manager/

Tags

Avaya Contact Center, Control Manager, Avaya Aura® Contact Center, Centralized Administration, Virtualization,

About Avaya

Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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Media Contact:

Veronica Colvin Watterson Marketing Communications (02) 9929 7533 veronica.colvin@watterson.com.au

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