Avaya South Africa has reaffirmed to its customers and channel that the global organisation will continue to market and support Avaya Interaction Centre (AIC).
Says Alain Schram, managing director of Avaya sub-Saharan Africa: "AIC is a key product in the Avaya roadmap going forward and we have no intention of removing it from the market. Future versions of AIC will be totally thin client fully supporting Web services architecture. Tighter integration to the major players in the enterprise CRM will also be a key feature moving forward, with open APIs for ease of integration into custom in-house-developed applications becoming available in the near future.
"Globally, the company has seen tremendous success with the product and it is one of the fastest growing multimedia routing engines in its class."
AIC is an enterprise product that focuses on the delivery of customer interaction management for single or multi-site multimedia contact centres. The product currently runs on Windows, AIX and Solaris, is bundled with Operational Analyst, a Cognos business intelligence engine and scales to thousands of users.
The product supports multi-channel - voice, Web, e-mail and fax integration and multimedia routing on a single business rule engine. Operational Analyst is able to deliver statistics to clients with little effort, for better management of efficiency and effectiveness in the contact centre.
"AIC has enjoyed great success on the back of global support through Avaya alliance partners and the product is used by a number of the global multinational companies. It is with this that we would like to once again dispel the rumoured discontinuation of this product and state unequivocally that it will continue to form a key part of our intended technology roadmap going forward," ends Schram.
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Avaya South Africa is a wholly-owned subsidiary of the Avaya EMEA Sales Ltd. The company designs, builds and manages communications networks for more than one million businesses worldwide, included among which are 90% of the Fortune 500. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information, visit the Avaya Web site at http://www.avaya.com.
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