Avaya's New Multimedia Contact Center Features Real-Time Data Collection and Reporting Powered by TimesTen

8/28/2002 - TimesTen announced that Avaya, a leading global provider of communications networks for businesses, has built the TimesTen® Real-Time Event Processing System into the Avaya Operational Analyst®. Avaya Operational Analyst is a new advanced reporting platform that supports Avaya Interaction Center, a multimedia contact center solution, as well as other Avaya systems. TimesTen is a key component of Avaya Operational Analyst, enabling real-time data collection and reporting of contact center interactions. TimesTen was able to meet Avaya's criteria for scalability-handling from 50,000 to hundreds-of-thousands of interactions per hour. In addition, Avaya chose TimesTen because of its "plug and play" support for industry standard application interfaces and transaction management, easy integration, and near-zero administration.

Avaya Operational Analyst is an important new offering within Avaya's Customer Relationship Management (CRM) solutions portfolio. It is designed to deliver real-time and historical data, provide a dynamic reporting infrastructure, and offer a complete set of pre-packaged and ad hoc reports. In the contact center business, success is measured by customer satisfaction, which is enabled by a complete and current view of workflow, agent, channel, and customer activity. Avaya Operational Analyst manages information about customer calls, e-mails, and Web interactions; agents actively servicing customers; and the state/status information about contacts, agents, and statistics regarding service level performance. This information is vital to ensure that the contact center is operating at optimal levels and that the customer experience meets defined standards.

"Avaya helps companies excel in the customer economy with solutions that enrich the customer's experience and increase customer loyalty," said Jim Smith, Avaya vice president, CRM Solutions. "Avaya Operational Analyst is an important addition to our solution portfolio and we believe it will give our customers a competitive advantage. TimesTen's real-time performance and near-zero administration are key to making our Business Intelligence solutions even more compelling in the marketplace."

"The depth of customer relationships directly impacts a company's bottom line-and Avaya's solutions have always set the standard for enhancing customer interactions," said James R. Groff, CEO of TimesTen, Inc. "TimesTen's performance and feature set make it well suited to handle the event processing demands of complex, high-volume customer contact centers, and we're delighted to have our technology included in this Avaya solution."

About Avaya (www.avaya.com)
Avaya Inc. designs, builds and manages communications networks for more than one million businesses around the world, including 90 percent of the Fortune 500. A world leader in secure and reliable Internet Protocol (IP) telephony systems, communications software applications and services, Avaya is driving the convergence of voice and data applications across IT networks enabling businesses large and small to leverage existing and new networks to enhance value, improve productivity and gain competitive advantage.

About TimesTen (www.timesten.com)
TimesTen provides software for real-time event processing—a fundamental requirement of time-critical applications used by Wall Street firms and global telecom providers. Systems built with TimesTen inside are instantly responsive, highly reliable, and able to process massive transaction volumes. Cisco, Deutsche Bank, Nokia, and Sprint are among the customers who rely on TimesTen's software and expertise to create a unique advantage in a rapidly changing market.

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