VoiceCon 2009: Avaya announces Aura SIP architecture, new contact center solution

Avaya has announced the launch of Aura, a SIP-based architecture to easily integrate communications across multi-vendor, multi-location and multi-modal businesses. It also introduced Intelligent Customer Routing, a SIP-based contact center solution to route customers and their essential info to the correct agent or expert by the quickest and most efficient route.

Available globally in May 2009, Aura is built around the Aura Session Manager, a platform which centralizes communications control and application integration. Applications are decoupled from the network for reduced complexity and more flexibility for implementing broader UC strategies.  Benefits from Aura include the ability to create new apps and quickly extend them to users anywhere, mapping applications to individual employee profiles in order to make the appropriate features globally available, regardless of location or hardware, reduced costs through centrally managed enterprise-wide dial plans with least-cost routing, and the ability to scale up to 25,000 locations and 250,000 business users.

Avaya's Intelligent Customer Routing is the first solution enabled by the Aura platform and promises the ability for improved customer wait treatments, personalized messaging for customers while they are waiting on hold, and the ability to deliver self-service capabilities through the use of video-based menus and content. There's also a new version of Avaya's speech automated self-service software, Avaya Voice Portal 5.0, included in Intelligent Customer Router.

For more:
- Avaya releases on Aura and Intelligent Customer Routing

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