Avaya Updates Self-Service Software to Enhance Customer Service in New Era of Intelligent Communications

    Avaya Voice Portal 4.0 and Interactive Response 3.0 Debut at SpeechTEK
    2007 With Expanded Speech Automation Capabilities, Improved Scalability

    NEW YORK, Aug. 21 /CNW/ -- SpeechTEK -- Avaya Inc. (NYSE:   AV), a leading
global provider of business applications, systems and services, today debuted
new versions of its industry-leading self-service software. The new
enhancements make it easier and more cost-effective to improve customer
service with speech automation, and provide a foundation for using
self-service to create faster, more productive business processes.
    The new products, which are showcased at today's SpeechTEK 2007 in New
York City (Avaya's booth No.603), include Avaya Voice Portal 4.0, the
company's flagship self-service software, and Interactive Response 3.0, one of
the industry's most widely-deployed self-service platforms. Also unveiled was
the new version of Avaya Dialog Designer 4.0, a tool for developing
next-generation speech self-service applications.
    Self-service applications give businesses an automated approach to
customer service, enabling customers to have greater control over
interactions. By speech-enabling self-service, people can use spoken commands
via phone to relay information to automated systems and complete transactions.
Avaya Voice Portal uses Session Initiation Protocol (SIP) and Web service
technologies to let businesses integrate speech self-service into customer
service and business processes.
    The new version of Avaya Voice Portal features expanded support for the
latest Internet standards, including CCXML, programmable Web Services and
VoiceXML 2.1. This creates an open, multi-vendor environment that speeds and
simplifies the integration of speech self-service, while reducing its cost of
deployment. Avaya Voice Portal and Dialog Designer also feature new Web
Services offering a faster, more cost-effective way to use speech in outbound
calling applications. 'Outcall' capabilities are important to businesses such
as law firms or hospitals, which can use Avaya's solution to more efficiently
integrate speech into an existing appointment scheduling application, and have
it automatically call clients to ask them to confirm appointments using
    Avaya Voice Portal also delivers scalability enhancements with a
four-fold increase in the amount of simultaneous self-service transactions
that can be supported per system. This reduces total cost of ownership for
operating self-service, and helps companies more efficiently manage
self-service applications across an entire global enterprise. Also, direct
integration to SIP trunk lines helps businesses further lower network costs
while providing a foundation for SIP presence in multi-media applications,
such as video-based self-service.
    Avaya Voice Portal has been designed to work with Communications Enabled
Business Processes (CEBP) -- processes that automate the human collaboration
required to conduct business. Voice Portal's enhancements will simplify the
integration of speech self-service within CEBP, helping to improve the
automation of processes such as supply chains. For instance, Voice Portal can
help notify purchasing agents when supplies run low, and ask them to answer
automated questions or provide a status using speech.
    Avaya To Help eTelecare Keep Customers Satisfied With Speech Self-Service
    According to recent research from Frost & Sullivan(1), Avaya is the 2007
market leader in interactive voice response systems, with its self-service
solutions used by a wide range of companies. eTelecare Global Solutions, a
leading provider of business process outsourcing (BPO) solutions, is a company
who is turning to Avaya to bring self-service to many of its clients.
eTelecare is in the process of implementing Avaya Voice Portal to help clients
ranging from Fortune 500(R) financial firms to global technology companies
enhance self-service functions (such as customer satisfaction surveys, menu
navigation and transaction processing) using speech.
    "The value of speech in self-service is growing as it proves to be an
important asset in the delivery of stellar customer service," said Kris Weitz
Rammer, Chief Information Officer. "Any time you can give a customer a human
voice and a choice of options, you are adding value. We think Avaya Voice
Portal will help us do this in the most advantageous and efficient way."
    As a leading outsourcer of contact center solutions, eTelecare must use
the most reliable and flexible solutions. According to Weitz Rammer, Avaya's
approach lets them use a complete self-service solution that can exist on a
single, integrated platform. As a result, the company expects application
development to be quicker and customer transactions to be faster.
    "Leading enterprises are demanding customer contact applications which
can be embedded in their customer communications processes," said Joe Outlaw,
principal analyst, contact center solutions, Current Analysis. "In addition,
they want to be able to link, unlink, and re-link the applications in new ways
rapidly and inexpensively to address new opportunities. Avaya's Voice Portal
is built on an advanced Web Services architecture specifically to support
these kinds of communications processes through rapid and lower-cost
integrations and reconfigurations."
    More Details on New Products
    In addition to Avaya Voice Portal 4.0, Avaya today introduced these new
self-service products and tools. These products are now available globally:
    Avaya Interactive Response 3.0 is a TDM and IP-based speech self-service
application that offers businesses the ability to evolve their proven self-
service architecture to take advantage of the latest Web and speech
technologies, including VoiceXML 2.1, the industry standard language used to
develop speech self-service applications. As a result, capabilities developed
for Avaya Interactive Response are easily ported to the Avaya Voice Portal
when a business is ready to evolve to IP telephony.
    Avaya Dialog Designer 4.0 is an Eclipse-based application development
tool that complements Avaya Voice Portal and Avaya Interactive Response by
allowing businesses to accelerate development of speech self-service in
traditional telephony and Web services environments. This new release adds
support for interacting with SIP signaling and the latest Nuance 9.0 speech
technologies. IBM(R) speech technologies are also supported. Dialog Designer
now supports industry-standard call control extensible markup language (CCXML)
and enhances computer telephony integration and contact center capabilities
through advanced scaling and failover features.
    Avaya Speakers Featured at SpeechTEK
    During SpeechTEK 2007, Avaya executives and technology specialists will
participate in a range of panels and presentations. These presentations

    (*) Which Speech Tools Are Right for You? Monday, August 20, 3:00-4:00 p.m.
      Matt Whipple, Avaya Solution Architect.

    (*) Getting the Voice User Interface Right When Recognition Goes Wrong.
      Tuesday, August 21, 1:30-2:30 p.m. David Martin, Avaya Solution

    (*) Advances in Video & Multimedia Application Design. Tuesday, August 21,
      2:45-3:45 p.m.  Val Matula, Avaya Director, Multimedia Research.

    (*) Deploying Speech Applications.  Tuesday, August 21, 4:15-5:15 p.m.
      Bob Cooper, Avaya Voice Portal Chief Architect.

    (*) Watch Your Grammar when Designing the Speech Customer Experience.
      Tuesday, August 21, 4:15-5:15 p.m.  Judi Halperin, Avaya Speech

    (*) Special Cases in Voice User Interface Design.  Wednesday, August 22,
      11:45 a.m.-12:45 p.m.  David Martin, Avaya Solution Architect.

    (*) Best - and Worst - Practices.  Wednesday, August 22, 3:15-4:15 p.m.
      Michael Perry, Avaya Director, IVR & Speech Portfolio.

    About Avaya
    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.

    (1) North American IVR Systems Market. 2007. N185-76. Frost & Sullivan.

For further information:

For further information: Media Relations: Jonathan Varman,
+1-908-953-6432, jvarman@avaya.com, or Deb Kline, +1-908-953-6179,
klined@avaya.com, both of Avaya; or Investor Relations: Matt Booher of Avaya,
+1-908-953-7500, mbooher@avaya.com Web Site: http://www.avaya.com,

Organization Profile


More on this organization

Custom Packages

Browse our custom packages or build your own to meet your unique communications needs.

Start today.

CNW Membership

Fill out a CNW membership form or contact us at 1 (877) 269-7890

Learn about CNW services

Request more information about CNW products and services or call us at 1 (877) 269-7890