Avaya

An expert, independent partner who can harmonise your IT and telecoms with speed and ease

Avaya, Experiences That Matter.

Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabric based networking solutions help simplify and accelerate the deployment of business critical applications and services and with an Installed Base of over 600,000 systems and millions of customers worldwide it’s easy to see why Avaya’s IP Office and IP Office Contact Centre was voted world leader in the communications space and why ICA have been an Avaya partner since 2006.

The Avaya IP Office

offers businesses the advantage of hosting their own on-premises system with the flexibility and features of an IP System.

Since its launch Avaya IP Office has brough us, the IP Office Connect bringing 24 users together, Preferred Edition, Essential Edition right up to the Server Edition delivering collaboration to 2,000 users across 32 offices.

The IP Office Server Edition set the standard for midsize business communications allowing teams to engage and connect more effectively. Management of the IP Office is made easy with a simple web-based interface, centralised administration and licensing.

As midsize businesses expand so does the need for better and more efficient ways for employees to engage with each other and customers and partners.

Remote But Never Far Away

IP Office enables remote and home workers to engage with colleagues at the same level as your office workers. Turn their home phone (or any phone) into their office phone with a web browser click and get the same consistent collaboration experience: they’ll stay connected via IM, presence, and directory access.

They’ll have full call control, and the ability to manage conference calls (even record them) with a single click. And there’s no PC software to install or maintain. Simple.

A New Level of Customer Service

Large enterprises have been using industry-leading Avaya contact center innovations for years and midsize businesses can, too – with the simplicity of deployment and user experience your business demands. Customers can contact you in a multitude of ways: voice, email, web chat, text, or fax. Move from a web chat to a voice call, for instance, and all your customer’s information moves with it. It’s an experience that will elevate your customer service and help drive greater revenue and profitability.

ICA are proud to have a team of in-house accredited engineers delivering and supporting the Avaya IP Office and IP Office Contact Centre to the Avaya Business Community.

Download the Avaya IP Office Server Edition

Learn more about the Avaya IP Office Server Edition here

Avaya IP Office Contact Center

The Avaya IP Office Contact Center provides businesses with:

All-in-one customer service solution that delivers consistent service to customers across multiple media channels and locations. IP Office Contact Center includes a user interface (UI) on Microsoft Windows and a web interface supported on various browsers.

Fast implementation with minimum disruption to the business. IP Office Contact Center also includes an automatic synchronization feature for configuration. This feature can be enabled and disabled as needed during implementation.

Access to Agent UI functionality, including call control, from a SalesForce (SFDC) plug-in or SAP CRM connector.
Email and chat capabilities on the Windows and Web UI.
Inbound and outbound voice calls with telephony and dialer capabilities.
Skills-based routing.
Address book access so agents can quickly find the contact information they need to make calls and send emails.
Real time and historical reporting for all media channels.
Interactive Voice Response (IVR) and Task Flow Editor scripts.
User profile and agent group privilege configuration to determine which features are available to users of the interface. Administrators must assign privileges and create agent groups.
Access to a web-based administration portal. You can use the administration portal to perform configuration, maintenance, monitoring, and management tasks. You can also upload certificates, collect logs, and download email archives and the IP Office Contact Center User Interface for Windows. Advanced administration tasks must be performed in the IP Office Contact Center User Interface for Windows. You cannot perform administration tasks with the IP Office Contact Center Web User Interface.
Access to a wallboard that displays IP Office Contact Center statistics. For more information about Wallboard, see Using Avaya IP Office Contact Center Wallboard.
Option to easily integrate chat functionality into a web page. For more information, see Avaya IP Office Contact Center Email and Chat Services Task Based Guide.
Optional integration with call recording applications, such as IP Office Media Manager. Calls are recorded with Voicemail Pro and the details of the complete recording are stored in the database of the call recording application. You can search for and manage recordings using a web browser.
Media Resource Control Protocol (MRCP) integration, which provides support for text to speech (TTS) and automatic speech recognition.

Avaya IP Office cloud

Migrate to the cloud at your own pace.

Taking advantage of a full suite of Unified Communications applications that integrate seamlessly and flexibly with the rest of your business.

As technology evolves, systems change so quickly it is nearly impossible to keep up. Budgets and staff continue to shrink as we do more with less. Managing system updates and changes has become a cumbersome task as staff focus on other strategic organizational priorities such as customer experience and security.

Let ICA remove these challenges by getting the communication and collaboration capabilities your business needs from the Cloud with Powered By Avaya IP Office.

With ICA to manage the administration, you get the benefits of complete mobility, meetings, team collaboration and customer contact capabilities available on the devices your people use everyday, from desktops to smartphones to tablets.

Why Switch to the Cloud?

Streamline your business
Flexible cloud terms
Consumption based licensing
Millennials are driving a Consume-as-you-go market. Why shouldn’t your business take advantage too? Maintain the Simplicity, Security, and Stability you rely on and need but without legacy hardware with Avaya’s MidMarket Cloud Solution.
Powered by IP Office delivered by ICA.

Lets look at the Benefits to your business with Avaya Cloud:

Operational vs Capital expense

No large upfront costs, Ability to pay month-by-month, Predictable pricing makes forecasting easier. Migrate to the cloud at your own pace while taking advantage of a full suite of Unified Communications applications that integrate seamlessly and flexibly with the rest of your business.

Flexibility

Investment Protection:

Reuse analogue, digital or third-party devices such as handsets or paging systems or leverage pure IP if that works best for you. Gain a resilient and reliable system in a completely operational expense model.

Hybrid Resiliency and Reliability:

Maximize uptime with flexible failover options Cloud to Cloud, Premise to Cloud, Cloud to Premise.

Automated System Management

Focus on your strategic business driving projects. Hands-on Avaya Partner, ICA installs, supports and manages the system handles upgrade entitlements, No support black holes. All wrapped into one monthly cost – Proactive system management and monitoring.

Centralized Management:

One intuitive interface – The administrator views all users on a single site or across 150 locations – Monitor potential issues that could affect system performance, including over utilized trunk lines, voice ports, and bandwidth utilization.

Security:

Protect your business with built-in, always-on security – Seamless upgrades help maintain your system with the latest security patches to help prevent hacking.

Built-in Applications

Web Collaboration: document sharing, white boarding, full participant controls, and a common user interface – Audio Conference Bridge, Team Messaging and Presence, Mobility Client, Geo-Tracking, Soft Phones, Recording.

Enhanced client and devices support:

Avaya Equinox client provides a feature rich and consistent user experience across desktop (Windows and Mac) and mobile (Android and iOS) devices – Expanded J Series phone support provides customer options for a new sleek industrial design and a transition to newer, better technology.

Support for Avaya Vantage all glass device with optional integrated HD camera, wide-band audio, hands free speaker, cordless (Bluetooth) or wired handset and analog or Bluetooth connected headsets.

Integration Capabilities:

Google – Office 365 – Skype for Business – SalesForce.com – Strong DevConnect Technology Partner community, Simple integration with third-party platforms.

Integrated Contact Center Experience

Seamless customer engagement experience, Start with simple recording, reporting and call routing for your agents – Grow engagement experience with customers as needed:

Voice • Chat • Email • SMS • Fax • Outbound Campaigns.

Download the Avaya IP Office Cloud Brochure.

To find out how to migrate your Avaya to the Cloud speak to a member of our team today.