In the Enterprise Telephony market Avaya customers have been migrating their telephony networks to IP for the several years.  The next step is to further leverage the benefits of the IP network by implementing business applications that will improve efficiency in the enterprise

Avaya’s CTI server software integrates voice and data between the customer's Communication Manager Server and their business application environment.

Avaya Computer Telephony delivers the CTI architecture and platform that supports existing Call Center application requirements; along with the new emerging applications programming interfaces (APIs), as they became available.  The architecture is based upon established industry standards and minimises the need to reinvest in new server hardware and software or reconfigure associated applications and CTI server networks.

Avaya Computer Telephony is achieved via Avaya’s Application Enablement Services (AES). AES provides an enhanced set of Application Programming Interfaces (APIs), protocols and web services that expose the functionality of Avaya communication solutions to system integrators such as NSC. This enables our team of specialists to work closely with you to design, develop and deploy the best possible solution for your business needs.

AES provides a new, open platform for supporting existing applications with current APIs and will be the catalyst for creating the next generation of applications and business solutions for our customers.  

Application Enablement Services 4.0 supports Avaya’s strategy of being the engine behind the click to communicate by integrating the rich capabilities of Avaya Communication Manager’s IP Telephony Software with Microsoft Office Communicator.

AES provides a server based software solution that will enable Microsoft Office Communicator to leverage the rich telephony capabilities of Avaya Communication Manager IP Telephony Software. By integrating the AE Services 4.0 platform in the customer’s enterprise network, end users can now access the rich and robust set of “click to communicate” features provided by Avaya with seamless integration in their Microsoft desktop environment.
 
This open standards-based, single server platform is tightly integrated with other Avaya Contact Center offers, such as Interaction Center, Interactive Response (IR), Contact Center Express (CCE), and the Proactive Contact.

The ability for customer-facing staff to immediately identify inbound calls not only increases their effectiveness in dealing with customers, but reduces the time spent on each call by several seconds. Over the course of hundreds of inbound calls, several hours of lost productivity can be gained.

By taking advantage of CTI’s “screen pops” and enhanced routing capabilities:

• Customers are identified before the agent receives the call, thus eliminating from five to thirty seconds or more from overall call time
• Customers need only enter identifying information once, even if the call is subsequently transferred
• Customer calls can be routed to the right agent the first time, thus reducing call transfers
• Customer calls can be routed to the agent with whom they most recently spoke, allowing more knowledgeable and personal interactions