Contact Information: Avaya Contact: Jonathan Varman Media Relations 908-953-6432 jvarman@avaya.com TMCnet Contact: Jan Pierret Marketing Manager 203-852-6800, ext. 228 jpierret@tmcnet.com
Avaya Receives 2009 Product of the Year Award Presented by Customer Interaction Solutions(R) Magazine
-- Avaya one-X(R) Agent Honored for Exceptional Innovation
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - February 8, 2010) - Avaya, a global leader in enterprise
communications systems, software and services, today announced that Avaya
one-X® Agent received a 2009 Product of the Year Award from Technology Marketing Corporation's
(TMC®) Customer Interaction Solutions
magazine, the leading publication covering CRM, call centers and
teleservices since 1982.
Announced in July 2009, Avaya one-X Agent is a powerful desktop application
solution designed for customer service associates to help improve the
productivity and cost-efficiencies of today's increasingly virtual customer
service operations.
Avaya one-X Agent gives customer service associates, comprised of both
agents and supervisors -- working from home, headquarters or any remote
location -- a simple-to-use interface for fast access to all of the
sophisticated capabilities required to deliver top-quality customer
service. Accessible via a customer service associate's personal computer,
the solution enables businesses to easily extend headquarters-quality
customer service capabilities, regardless of their physical location. With
integrated instant messaging and presence, as well as desktop sharing,
associates can easily consult with experts within a contact center or
across an enterprise to best assist customers.
"Avaya one-X Agent enables companies to engage their best associates and
employees regardless of their location," said Jorge Blanco, vice president,
marketing, Contact Center Solutions, Avaya. "This award reinforces our
leadership in providing businesses with innovative contact center
technologies that help to differentiate themselves through superior
customer service."
The virtual nature of Avaya one-X Agent gives businesses a helpful tool for
engaging customer service associates and subject matter experts based on
their skills, not just their location. For example, with just a personal
laptop and a VPN connection, an agent using the solution can work flexibly
from any location, and quickly become a seamless part of a business'
customer service operation. Centralized management makes it easy to
administer and manage agent profiles, and to access work logs that track
every interaction. Avaya one-X Agent uses the Avaya Aura™ Communication
Manager platform for access to enterprise collaboration tools.
"I am pleased to honor Avaya for its hard work and success. Avaya one-X
Agent has demonstrated excellence in contact center technologies as well as
providing ROI for the companies that use them," said Rich Tehrani, CEO,
TMC. "For 12 years, Customer Interaction Solutions magazine has been
honoring innovative companies for their contributions in advancing
technologies and application refinements."
The 12th Annual Product of the Year Awards winners are featured in the
January 2010 issue of Customer Interaction Solutions magazine,
www.cismag.com.
For more information about the Customer Interaction Solutions' 2009 Product
of the Year Awards or any of the TMC media properties, please visit
www.tmcnet.com. To see a demo of Avaya one-X Agent, click here:
http://www1.avaya.com/campaign/demo/oxa/index.html.
About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related services directly and through its
channel partners to leading businesses and organizations around the world.
Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.
About Customer Interaction Solutions
Since 1982, Customer Interaction
Solutions (CIS) magazine has been the voice of the call/contact center,
CRM and teleservices industries. CIS magazine has helped the industry
germinate, grow, mature and prosper, and has served as the leading
publication in helping these industries that have had such a positive
impact on the world economy to continue to thrive. Through a combination of
outstanding and cutting-edge original editorial, industry voices, in-depth
lab reviews and the recognition of the innovative leaders in management and
technology through our highly valued awards, Customer Interaction Solutions
strives to continue to be the publication that holds the quality bar high
for the industry. Please visit www.cismag.com for more information.
About TMC
Technology Marketing Corporation (TMC) is a global integrated media company
helping our clients build communities in print, in person and online. TMC
publishes Customer Interaction
Solutions, INTERNET
TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC's Web
site, is the leading source of news and articles for the communications and
technology industries. TMCnet is read by two million unique visitors each
month on average worldwide, according to Webtrends. TMCnet has ranked
within the top 3,500 in
Quantcast's Top U.S. sites, placing TMCnet in the nation's top .03% most
visited Web sites. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO
(ITEXPO); 4GWE Conference and M2M Evolution
(in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium); and Smart Grid Summit (in conjunction with Intelligent
Communication Partners). For more information about TMC, visit
http://tmcnet.com/.
TMC also serves technology professionals with industry-specific Web sites:
IT.TMCnet.com, 4G-wirelessevolution.TMCnet.com, M2M Evolution.com, Smart-Grid.TMCnet.com, Smart Products Ecosystem, Robotics.TMCnet.com, Cable.TMCnet.com, Satellite.TMCnet.com, Green.TMCnet.com, Healthcare.TMCnet.com, and Education.TMCnet.com.
For more information about TMC, visit www.tmcnet.com.