Avaya Philippines country manager Edgar Doctolero
Customer engagement is getting more and more valuable for companies now than ever before. To achieve this, companies need better team engagement and they cannot afford any downtime in business operations.
Global solutions provider Avaya had this in mind when it developed its new full suite of cloud and on-premises solutions that aim to deliver enhanced engagement for companies across the Philippines.
“We want to exceed what is expected of us,” said Edgar Doctolero, country manager of Avaya Philippines Inc.
Avaya Inc. is an American technology company with headquarters in Santa Clara, California. It provides multi-channel business communication solutions for customer and team engagement.
The new services include Customer Engagement Solutions, Team Engagement Solutions, and Fabric Connect for its networking portfolio.
These solutions would allow companies to have a third party to manage the complexity of the communication environment, so they could focus on their core operations. The new suite of products also gives enterprises the flexibility to turn on and off services rapidly and focus not on how much a deployment will cost but what it can save.
Customer Engagement Solutions support multi-channel interactions, intelligent routing, self-service, and proactive communication. It is developed to enable businesses to interact with customers effectively, if not instantly.
Team Engagement Solutions run on an enterprise-class platform that is highly open and scalable. Avaya provides the platform and tools that enable enterprise business analysts, developers, and independent software vendors to create and deploy communications applications that are embedded into their business processes and applications.
Fabric Connect Networking
Apart from hacking, one of the dreaded scenarios companies fear is a long downtime, which affects customer service if it occurs frequently or on an extended period. Avaya’s Fabric Networking portfolio delivers a broad range of feature-rich products that combine to form simple, scalable, and business-oriented solutions.
The architecture provides the framework for businesses to implement integrated next-generation solutions from a variety of complementary components.
“The most important foundation in engagement is a robust network,” Doctolero said. “These days, there is a gap between business agility and network agility.”
“Fabric Connect offers the shortest path bridging,” explained Rudy Salas, systems engineer of Avaya.
“We have call preservation where two parties are on the phone but the lines connecting them went down—what usually happens is a disconnected call,” Salas said. “With Avaya’s two locks, the call is preserved and the call continues.”
According to Avaya’s 2014 survey, customers who are already using Fabric Connect reported that the implementation time was 11 times faster, that troubleshooting and configuration times were both reduced by seven times, and outages due to human error were all but eliminated.
Security, reliability
With regard to security, Avaya assures customers that it offers the same level of security and reliability available in on-premises solutions.
“At Avaya, we have identity management for profiling that would make it difficult for hackers to even get an IP address with our security defined network,” Salas said.
Only assigned and properly profiled employees would be able to access the enterprise system.
Avaya also announced its acquisition of Canadian company Esna to accelerate communications-enabled applications for effortless engagement.
Avaya has more than one millions customer locations and maintains 145 offices worldwide including the Philippines.