Unified Communications

Aura: Avaya’s New Architecture for Multimodal Self-Service and Routing


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Disparate modes call for disparate measures. Avaya’s new unified communications architecture, Aura, supports self-service (based on the Voice Portal) and intelligent routing over IP and hybrid networks. Cross-channel interactions are coordinated by a new “Session Manager” function.

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Genesys UC-Connect: A Link to Collaborative Customer Care


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UC-Connect, from Alcatel-Lucent’s Genesys Telecommunications Labs, makes significant strides toward collaborative customer care. The mechanism derives “agent state” and leverages “presence” information in tracking the availability of remote and back-office employees. However, its “Interaction Preview and Auction” could be a game changer in promoting more collaborative customer care.

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Genesys’ UC-Connect Debuts Today

Genesys has formally launched UC-Connect, a software suite that tightly links Genesys branded Customer Interaction Management (CIM) resources with IBM SameTime, Microsoft Office Communications Server 2007, Siemens OpenScape and parent company Alcatel-Lucent’s MyInstant Communicator.

IM-inent Success for Voxeo’s Latest Acquisition

logo_voxeoToday Voxeo is acquiring IMified, a company which operates a hosted platform that provides its clients simplified ways to off automated Instant Messaging services regardless of protocol or proprietary service provider. It’s all part of Voxeo’s efforts to support what it refers to as “Unified Self-Service” as part of a broad suite of Unified Communications services.