Sunday, June 19, 2005

Vonage Upgrades Contact Center with Avaya

Vonage has selected Avaya's SIP-based telephony and contact center solution to expand its call center capacity. Building from the company's existing call center, Vonage and Avaya Global Services collaborated on a design that would expand capacity and enable it to serve as the core platform for its worldwide customer service operations. Essential elements included a SIP-based platform that could tightly integrate with Vonage's own SIP-based, IP phone service and existing network.

The solution is based on Avaya Customer Interaction Suite and powered by Avaya Communication Manager IP Telephony software. Additionally, new SIP-based capabilities in Avaya's Customer Interaction Suite can enable Vonage agents to establish buddy lists of fellow agents or experts located anywhere in the business who could be quickly tapped through presence and instant messaging while a customer is on the line.

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