Avaya has acquired ITNavigator, a provider of cloud, social media, reporting and management solutions.
Following this development, ITNavigator is now considered as a subsidiary of Avaya.
The acquisition will bolster Avaya’s Contact Center solutions for interaction, experience and performance management as well as expand its Collaborative Cloud portfolio with cloud-based social media, end-to-end management and unified reporting.
It will add key management, reporting and social media capabilities highlighted by their simple, easy to use features. It will also enhance Avaya’s transformational unified communications and customer experience portfolio.
ITNavigator’s cloud-based social media monitoring and response solution connects to popular social networks, including Facebook, Twitter and others. It complements Avaya’s existing social media management portfolio.
ITNavigator delivers Social Media Gateway (SMG) that can be deployed as a stand-alone cloud or as a hybrid solution integrated with the contact center.
ITNavigator’s management and performance monitoring tools merge real-time updates gathered from a broad range of contact center data and key performance indicators, such as CRM, billing and other systems.
This end-to-end reporting and monitoring capability can be deployed through public cloud, hybrid or heterogeneous environments or as a premises-based solution.
ITNavigator is the OEM provider of Avaya Contact Center Control Manager, which has been expanded into Avaya Collaborative Cloud offers.
The acquisition will enable tighter integration of this fully-featured, user-friendly, end-to-end management and administration solution across Avaya’s cloud, unified communications and contact center portfolios, the company said.
