Fresh from its acquisition of Nortel Enterprise Solutions in December 2009, Avaya has unveiled a roadmap that shows how its customers – in particular its newly-acquired Nortel customers – can move towards unified communications technologies while retaining their existing investments.
Avaya South Africa’s Bridget Kelly, says the merger has strengthened Avaya’s customer base significantly and doubled the size of the local office. She says the plan shows how the company will eliminate overlap between its own and Nortel's product lines in the areas of unified communications, contact centres, small and midsize businesses as well as network infrastructure.
At the same time, the roadmap enables cost savings via Session Initiation Protocol (SIP) trunking, which will let customers send voice and data over one pipe rather than multiple lines and other reduced costs by centralising administration of corporate phone systems.
The net result, says Kelly, is expanded capabilities, reduced costs and less disruptive change.
“The integrated roadmap we’re outlining today supports Avaya’s commitment to providing customers with the advanced communications capabilities they need to manage and grow their organisations,” comments Alan Baratz, senior vice-president and president: Global Communications Solutions at Avaya. “In developing the portfolio, our guiding principle was to deliver the most compelling and cost-effective systems and services to customers and partners.”
In a statement from Avaya, Baratz said the company’s vision was based on open standards, communication-enabled business systems and effective, contextual, real-time communications. Using SIP, organisations of all sizes can make smooth transitions to new capabilities at their own pace while protecting existing communications investments.
Avaya’s communications-enabled business systems streamline business processes by injecting real-time communications where they can provide value. Users are able to be more effective by having access to information based on the context of the task at hand.
The roadmap highlights include:
* Unified communications – The centrepiece of the unified communications (UC) portfolio is Avaya Aura, a SIP-based communication platform that unifies complex communications networks. With proven abilities to reduce infrastructure costs and easily deploy centralized collaboration and customer service applications, Avaya Aura provides an upgrade path for all existing Nortel voice and UC customers. The roadmap expands the value of Avaya Aura with the addition of Avaya (formerly Nortel) Agile Communications Environment (ACE). ACE uses Service-Oriented Architecture and Web Services to facilitate the rapid development of communications enabled applications.
* Contact centre – Avaya Aura will also be at the centre of Avaya’s contact centre portfolio. With this foundation, contact centres will move to a SIP-based, service-oriented architecture, simultaneously supporting multiple modes of communication. The new contact centre solution will be based on a new and collaborative work assignment model that will connect customers, agents, and information. The new capabilities will enable businesses and organisations to stay ahead of growing customer care demands for tighter integration and lower costs. The integrated roadmap will seamlessly extend Avaya and Nortel Enterprise Solutions market leading portfolio with capabilities for agent desktop, work assignment, experience management, analytics that will scale from mid-range to large contact centres.
* Small & medium enterprise (SME) communications Avaya IP Office, BCM, Norstar, PARTNER and Integral 5 all remain for sale with a plan to converge the platforms to the company’s flagship hybrid IP offering, IP Office. Avaya will blend Nortel features, interfaces and phones with IP Office to create a richer solution with strong investment protection benefits. This approach follows the model Avaya has successfully implemented with other systems into IP Office. The company also now offers the Avaya Software Communication System, a SIP-based offer from NES for small and medium enterprise customers who want to manage unified communications from their data centre.
* Data products – As Avaya previously announced, it will adopt the current roadmap of NES data products in its entirety. Avaya believes that the technology, customer base and innovative product roadmap represent a compelling value proposition for global customers. A key component of plug and play communications is the underlying, enabling network and the new Avaya data portfolio brings significant advantages of "Always-On" reliability, network efficiency and scalability to grow with customer's business needs. Included in the Avaya data portfolio are solutions for Ethernet Switching, Routers, Wireless Networking, Access Control and Unified Management.