Avaya Specialist Connect software for new Motorola VoIP-enabled wireless
scanner enables stores to improve customer service and bring new
efficiencies to store operations
High-definition, two-way video kiosks combine Polycom video collaboration
with market-leading Avaya IP telephony for superior customer service at
NEW YORK, Jan. 14 /CNW/ -- NATIONAL RETAIL FEDERATION ANNUAL CONFERENCE
AND EXPO -- Avaya Inc., a leading global provider of business communications
applications, systems and services, today introduced two new customer service
applications that enable customers to get the information they need, when they
need it, to drive dramatic improvement in customer service and revenues for
Avaya is providing Internet protocol (IP) telephony software to power a
unique "find the expert" feature from the new Motorola CA50 VoIP-enabled
wireless scanner, which quickly helps find the best suited sales associate on
the store floor when the customer is making a buying decision. It is the
first such solution available in the retail industry.
Avaya is also announcing a video customer service solution that offers
live, high-definition, two-way video communication for in-store customers.
The announcements were made at the National Retail Federation Annual
Conference and Expo taking place this week.
Avaya Specialist Connect for Retailers uses intelligence built into Avaya
Communication Manager IP telephony software to quickly locate specialists who
are ready and willing to help customers. Equipped with Motorola's CA50, a
VoIP-enabled wireless scanner that is small and light enough to wear on a
lanyard, any store associate can now use the Avaya Specialist Connect
capability to summon help through a simple directory look-up, or automatically
by pressing a button after scanning a bar code.
The solution is ideal for the retail environment, where store associates
need bar code scanning combined with voice communications. The CA50 is
compatible with Avaya's market-leading IP telephony software platform, Avaya
Communication Manager, to deliver an "all in one," industry-specific
communications application for the retail, health care and hospitality
industries in a single, low cost device.
For example, a sales associate that needs to find a housewares specialist
to answer a customer question can simply use the CA50 device to scan the
product bar code. Automatically, the Avaya software identifies the exact
product, pulls reach information for the housewares department sales and
support team, and confirms which expert is currently available. With a touch
of a button, the sales associate can speak with the specialist to gather
information and answer the customer's question; even if that specialist is in
another store or customer care center. In addition, staff members can use the
new device to access the retailer's database, using information on the screen
to connect to a housewares team member.
Avaya also is introducing Avaya Video Assistance for Retailers, which
features the ability to do standard or high-definition, two-way video
communication for in-store customers. Available worldwide, the solution
combines Avaya IP telephony and contact center software with award-winning
video collaboration capabilities from Polycom. Avaya call routing
capabilities ensure that customer calls are sent to the right agent, while the
two-way video provides sharp, clear images in full motion video enables clear,
Video Assistance provides a cost-effective way for retailers to extend
their sales and technical resources to customers without the need to fully
staff every location. No longer will customers leave the store without the
item or the service they came in to purchase because staff was not available
or did not have the right expertise to help the customer. Using Avaya's video
kiosk solution, customers get a satisfying, personalized experience, whether
or not sales or technical support staff is available.
For example, from the sales floor, customers can easily link to an expert
for a firsthand description of product features or a demonstration of how a
product works. A bank branch could use a kiosk to provide a personalized
response to questions concerning particular investment offers or loans.
As a result, customers can complete their transactions in the store,
reducing the possibility of losing the sale -- or losing the customer to a
"By integrating Avaya's intelligent communications software into
solutions from Motorola and Polycom, Avaya is able to help stores and other
consumer- intensive enterprises solve their real-world business challenges,"
said Marissa Russotto, director, Industry Solutions Group, Avaya.
"Controlling costs and providing a high level of service to customers is one
key to a retailer's success. With these new solutions, customers can now be
cared for more efficiently by leveraging experts from the entire business, not
just the local in-store associates. And in-store associates are made more
effective with information at their fingertips, enabling them to deliver the
right information the first time customers ask for it."
Avaya will demonstrate its new solutions at Booth 1555 and will also
display other new offers for the retail market that include:
-- New Communications Capability for Retail Mobile Computing Devices
Avaya IP Softphone for Windows Mobile 5 cost-effectively provides
retail associates with wireless IP telephony. With the IP Softphone
for Windows Mobile 5 client on Motorola's MC70 and MC9090 popular
retail mobile computing devices, associates can get full Avaya
Communication Manager IP telephony functions to optimize their
productivity and service to customers.
-- New Customer Service Call Box Solution
With the Customer Service Call Box Solution, at the push of a button,
customer requests for assistance are routed to Motorola's CA50, MC70
or MC9090 devices, wireless phone, IP telephone or overhead paging
system so they can receive immediate assistance from the most
appropriate retail associate. Designed and sold by Indyme, an Avaya
DevConnect member, the solution leverages both Avaya's Communication
Manager and Session Initiation Protocol (SIP) standards to cost-
effectively deploy this retail store customer service solution.
-- New Avaya 3631 IP Wireless Telephones
These WiFi-based phones are designed to make store sales associates
more accessible as they move through the store to assist customers.
Avaya's one-X(TM) phone interface makes the phones easy to use and
seamlessly links each handset to the company's wireless network. Set-
up is simple and cost-effective, without requiring a separate server.
-- Availability and pricing
Avaya intends to make the Avaya Specialist Connect software available
globally. It is priced from $75-$100 per user, list. Avaya Video
Assistance for Retailers is available worldwide. Businesses can
establish video to the call center for as little as US$260 and kiosks
at the store can range from US$260 on up to US$7500, depending on the
store's requirements and need for high definition video.
The Motorola CA50 solution is available on the Avaya Communication
platform and will also be available on Avaya Distributed Office in the second
quarter of 2008. Avaya Distributed Office is an IP telephony communications
system that delivers sophisticated branch communications capabilities and
powerful management tools in an economical package. Motorola's MC70 or MC9090
devices are compatible with Avaya Communication Manager today and will be
available on Avaya Distributed Office, targeted for the fourth quarter of
The Customer Call Box Solution is available on the Avaya Communication
Manager Platform today through session initiation protocol (SIP) and will be
available on Distributed Office, targeted for the second quarter of 2008.
The new Avaya 3631 IP Wireless telephones are available now on the
Communication Manager platform and work with Distributed Office.
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500(R), use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications-Enabled Business Processes. Avaya Global Services
provides comprehensive service and support for companies, small to large. For
more information visit the Avaya Web site: http://www.avaya.com.
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