Avaya first to launch dedicated remote network reliability services across EMEA

Avaya, a global leader in corporate networking solutions and services, has announced that its hub for ensuring system reliability is now live and is proactively monitoring enterprise network systems across Europe, Middle East and Africa (EMEA).

Based in Budapest, this alarms facility is one in a series of four hubs of the Global Service Centres that will remotely provide efficient, proactive support, management and network security services for Avaya customers.

"Hooked into Avaya`s EMEA-wide remote monitoring network, an enterprise`s Definity communications server and its Intuity Audix messaging system will proactively and automatically send updates and analysis to the remote monitoring hub in Budapest. If the Definity server or the Audix system reports a problem, then Avaya`s Expert Systems at the monitoring hub will automatically attempt to repair it," said Patrice Gru, EMEA Services Director for Avaya.

"In contrast to Avaya`s Expert Systems approach, other remote monitoring services have an engineer manually dial into the system, perform routine checks on the communications network and manually address a problem if one is discovered."

Developed by Avaya Labs, Avaya`s research and development arm, Avaya`s Expert Systems is an intelligent algorithm that can itself solve more than one-third of all reported alarms automatically, without any human intervention. If the Expert Systems cannot repair it, then the problem, along with the system`s in-depth diagnostic, will be escalated to a dedicated team, also in Budapest, that will intervene and address the alarm. In these cases, the team of engineers working with the diagnostic developed and provided by the Expert Systems can solve up to 95% of all alarms remotely.

The Budapest hub will provide proactive monitoring and security services across the region, as well as the same support services-help desk, T1 routing/scheduling, switch activation, upgrade protection among others-the other three EMEA Global Services Centre hubs will provide. These other support hubs are in Saumur, France, Munich, Germany and Fleet, UK. The entire network is held together using Avaya`s own sophisticated routing software which will route calls and information to any of the Global Services Centre hubs across the region.

These services are available for warranty/service agreement customers and for Avaya`s Business Partners.

Globally, Avaya has one of the world`s largest multi-vendor services businesses, with services ranging from maintenance, installation and management of networks through to e-business and professional services. Avaya employs over 11 000 service engineers and service support experts.