Avaya has showcased new innovations at the research and development (R&D) center in Pune, India.
Avaya Engagement solutions enable companies, partners, analysts, and ISVs, to integrate voice, video, text, email and mobility into business applications. The portfolio includes Avaya Engagement Development Platform, Avaya Snap-in modules, and the AvayaLive Collaboratory.
Avaya Engagement Assistant Snap-in removes the burden of manually entering conference numbers and long teleconferencing bridge codes.
Engagement Assistant provides users with voice accessible, one-number conferencing for meetings on Microsoft Outlook calendar. It consults a user’s Outlook calendar, helps select which meeting to join, and seamlessly connects them to the desired audio or video conferences. Engagement Assistant integrates with Microsoft Outlook calendaring and supports Avaya Aura Conferencing, Avaya Scopia, and other external conference bridge systems.
Other Snap-In technologies include WebRTC, Context Store, Work Assignment, Real-Time Speech and AvayaLive Collaboratory.
WebRTC gives users access to click-to-call capabilities and media directly from within their browsers to connect with a company’s contact center, offering the low effort experience that drives higher CSAT. It can be used for corporate intranet sites to improve the business efficiency of travel bookings, expense management, human resources, etc.
Avaya said Context Store enables organizations to create an in memory, real-time repository of relevant customer and business information to improve real-time collaboration and customer engagement throughout the enterprise. By holding frequently requested data in memory, this Snap-in reduces the need to repeat queries to different systems to retrieve or validate data.
Work Assignment enables companies to create a matching service that can leverage real-time data to optimize use of business resources. Organizations can build applications that tap public and cross-company data to make on-the-fly adjustments that match customers to the best available person.
Real-Time Speech will support companies to more quickly uncover and react to changing customer and business needs, ideally in real-time. This Snap-in provides developers a way to integrate real-time speech monitoring and search into enterprise and contact center applications.
AvayaLive Collaboratory, a cloud based virtual instance is available to customers and developers in selected markets, giving the Avaya community the freedom to experiment and innovate by building new Snap-in customized to their specific needs.
“Avaya’s relationship with application developers has a long and productive history and currently supports thousands of application developers, and millions of dollars of revenue are generated each year for both these partners and Avaya, through an ecosystem that provides differentiated value to our customers,” said Priyadarshi Mohapatra, managing director of Avaya India and SAARC.