For Immediate Release: 5-Mar-2007
Media Relations:
Jonathan Varman
Avaya
908 953 6432
jvarman@avaya.com
Investor Relations:
Matt Booher
Avaya
908 953 7500
mbooher@avaya.com
BASKING RIDGE, N.J. – Avaya Inc. (NYSE:AV),
a global leader in business communications applications, software
and services, today introduced a new solution that addresses the
challenges businesses face in responding faster, smarter and more
effectively in today’s “always-on” world. It embeds Avaya Intelligent
Communications capabilities into all types of business processes,
resulting in new Communications Enabled Business Processes (CEBP)
that help automate and manage the human collaboration required to
conduct business. Comprised of new software and services, the CEBP
solution enables enterprises to enhance operational efficiency,
worker productivity and customer satisfaction.
The solution uses new Avaya Communications Process Manager software
and new consulting, integration and remote monitoring support from
Avaya Global Services to deliver CEBP solutions. The software enables
communications activity to be triggered within a business process
and helps manage the process to its successful resolution. This is
achieved by predicting or sensing critical events, automatically
engaging the right people, and coordinating multi-channel communications
among the parties. This can accelerate response times, streamline
mission-critical processes, and free workers from managing communications
details so they can focus on making decisions.
An Avaya customer beginning to use Avaya Communications Process
Manager to improve their business processes is Whirlpool Corporation,
the world’s leading manufacturer and marketer of major home appliances.
The company already uses Avaya IP telephony and contact center technology,
and now is using Avaya solutions for Communications Enabled Business
Processes to help ensure smooth operation of network systems, improve
supply chain management and raise the bar on its already stellar
customer service.
“At Whirlpool, we want the ability to respond fast, which means
predicting issues before they arise, and escalating them with
the right people quickly,” said Brian Murphy, director of e-services,
global development, Whirlpool Corporation. “To do this, it is
critical to continually improve our business processes, and Avaya
is supporting these efforts.”
Whirlpool plans to expand its use of Avaya Communications Enabled
Business Processes with applications that monitor and send executives
and managers alerts for a variety of purposes, including infrastructure
events and manufacturing performance metrics.
Gaining a Competitive Advantage with Avaya CEBP
Avaya CEBP solutions allow for the improvement of all kinds of
business processes, such as supply chain management, transaction
processing and quality control. For instance, a manufacturing
company can use this solution to identify product quality issues
early – before it impacts customers. Once the solution detects
an issue, it automatically notifies the right people (i.e. quality
assurance specialist, engineer and supervisor) via any communications
mode, be it mobile or desk phone, e-mail or instant message.
The notified people are brought into a conference call, or asked
to “close the loop” by responding to a set of options. Each
participant’s progress can be followed up on to verify the
quality issue has been resolved.
“The impact of Communications Enabled Business Processes on
organizations that employ it will be profound,” said Robin
Bloor, partner, Hurwitz & Associates. “CEBP is the ‘missing
link’ in the automation of business processes. The intelligent
use of CEBP will lead to improved business process efficiency
and execution. But beyond this, it will enable organizations
to design and evolve whole business processes—for the first
time.”
“Businesses are seeking new ways to streamline operations
and be more effective, even as they deal with more information,
more calls and more customer demands,” said Stuart Wells,
senior vice president and president, Avaya Global Communications
Solutions. “By bringing our innovation in advanced and open
technologies to business processes, Avaya gives organizations
the unique competitive advantage that can only arise through
Intelligent Communications.”
Avaya’s Open Communication Web Services Simplify CEBP Deployments
Avaya Communications Process Manager is a platform that manages
a rich set of composite communication capabilities leveraging
Avaya’s broad application portfolio. It exposes these capabilities
as high-level Web services that are simple to implement and use,
and are compliant with a Service Oriented Architecture (SOA).
These new Web Services provide capabilities such as “Advisory,”
which contacts users, “Notify & Respond,” which drives responses,
and “Notify & Conference,” which contacts users and adds them
to a conference call.
With this approach, Avaya eliminates the complexity of using
low-level computer telephony integration (CTI) and proprietary
APIs, and enables the re-use of Web Services, helping companies
communications-enable their business processes in the most
practical and cost-effective manner.
Session Initiation Protocol (SIP) technology also plays a
key role in this solution, allowing CEBP to seamlessly
control a wide range of Avaya and multivendor communications
devices and resources. This will include applications built
on Ubiquity’s SIP Application Server, which Avaya obtained
in its acquisition of Ubiquity. With this acquisition,
Avaya plans to accelerate its Intelligent Communications
strategy for enterprises with a scalable SIP based foundation
for integrating real-time communications into business
processes, as well as support for carrier-grade application
development.
Avaya’s Ecosystem of CEBP Partners to Drive Next-Generation Applications
An array of Avaya services and ecosystem partners will play
a central role in delivering Communications Enabled Business
Processes. Avaya Global Services provides end-to-end CEBP
support services, which includes consulting on discovery
process, creating an architecture design per customer
requirements, and ongoing software support with proactive
remote monitoring.
Ongoing development of Avaya CEBP applications will be
fostered by an ecosystem of developers, consultants and
business application partners. This includes integration
with leading business application solutions, including
IBM WebSphere® and SAP NetWeaver®, in order to provide
CEBP capabilities to business process users throughout
enterprises.
Avaya will be showcasing its new Communications Enabled
Business Process solutions, along with partner-developed
solutions, at the VoiceCon Spring 2007 event in Orlando,
Florida, March 5 – March 8. (Booth #601).
For more information on obtaining Avaya Communications
Enabled Business Process solutions, visit
www.avaya-apac.com/cebp.
Solution Details:
Avaya Communications Process Manager: This
software is the central driver of Avaya Communications
Enabled Business Processes. It delivers multiple Web
Services to integrate communications capabilities across
Avaya’s application portfolio, including Avaya Communication
Manager, Meeting Exchange and Voice Portal. The software
orchestrates all of the communications activities required
when an event in a business process warrants contact with
other individuals – finding the right people and contacting
them, and bringing them together for decisive collaboration.
Avaya Event Processor: This optional capability
of the Communications Process Manager continuously monitors
real-time information streams so the solution can detect
significant events and quickly respond by initiating alerts
or triggering an intelligent communications workflow through
Communications Process Manager.
Avaya Global Services: To ensure businesses
receive the customized Communications Enabled Business
Processes they require, Avaya provides communications
consulting services, customized software development,
and a full range of ongoing support and proactive remote
monitoring services.
About Avaya
Avaya Inc. designs, builds and manages communications
networks for more than 1 million businesses worldwide,
including over 90 percent of the FORTUNE 500®. Focused
on businesses large to small, Avaya is a world leader
in secure and reliable Internet Protocol (IP) Telephony
systems and communications software applications and
services.
Driving the convergence of voice and data communications
with business applications - and distinguished by comprehensive
worldwide services - Avaya helps customers leverage
existing and new networks to achieve superior business
results. For more information visit the Avaya website:
www.avaya-apac.com.
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