Avaya Expands Role of Contact Centers and Integrates with New Session Manager

| Mar 31, 2009 | Contact Center Solutions | Show Update

| Analyst: Michael Barbagallo

Current Perspective: Positive
Vendor Importance: Moderate
Market Impact: Moderate

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Event Summary

March 30, 2009 - Avaya released Intelligent Customer Routing (ICR) and Voice Portal 5. ICR offers customers the ability streamline call delivery and more granularly segment customers. ICR is incorporated into Voice Portal 5, which also offers multi-tenancy, two-way video communications; policy-based routing, and integration with Avaya’s Intelligent Presence Server. Voice Portal 5 and ICR will be available in April 2009 through Avaya and its partners.

Analytical Summary

• Current Perspective: Positive on Avaya’s release of Intelligent Customer Routing (ICR) and Voice Processor 5, because the solutions can potentially enhance customers’ ability to reduce costs, while at the same time providing streamlined call delivery and customer segmentation. However, to fully capitalize on the solutions, companies will need to implement Avaya’s Aura architecture, increasing costs and complexity.

• Vendor Importance: Moderate to Avaya, because it may provide upsell opportunities and cross sales for its Aura Architecture. It also allows Avaya the potential to improve its opportunities in multi-vendor environments. However, its technical compatibilities are unclear and the additional requirements needed to fully utilize Voice Portal for the foreseeable future will place the solution out of the reach of all but the largest enterprises.s

• Market Impact: Moderate on the contact center market, because even though Aura introduces intriguing possibilities into communications, the capabilities added to Voice Portal 5 (including the Intelligent Customer Routing) are not new to the marketplace and are currently offered by competitors.

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Current Perspective

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