Microsoft, Our Business | Avaya 2 specification

Solutions

▶ Call/Contact Center ▶ Mobility

Member Presence ▶ EMEA

▶ NA

Avaya Contact Elaina Herber

425-558-8544 herber@avaya.com

Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

Our Business

Microsoft is motivated and inspired every day by how customers use its software to find creative solutions to business problems, develop breakthrough ideas, and stay connected to what’s most important to them.

Microsoft’s three core business divisions offer the greatest potential to serve customers: the Platform Products and Services Division that includes the Client Group, the Server & Tools Group, and the Online Services Group; the Business Division that includes the Information Worker Group, the Microsoft Business Solutions Group, and the Unified Communications Group; and the Entertainment and Devices Division that includes Home & Entertainment and Mobile & Embedded Devices. Microsoft is committed long term to the mission of helping customers realize their full potential. Just as the company constantly updates and improves its products, it wants to continually evolve the company to be in the best position to accelerate new technologies as they emerge and to better serve its customers.

For more information, visit www.microsoft.com or contact Liz Ngo

425-722-4086 lizngo@microsoft.com

Offers

Avaya provides a range of solutions that interoperate with the Microsoft platform across all market segments:

Small and Medium Business Solution

Microsoft Dynamics CRM with Avaya IP Office

Solution

The Avaya IP Office Customer Management solution integrates the call routing and contact center capabilities of the Avaya IP Office with the database and reporting technology of the Microsoft® Dynamics ™ CRM (MS-CRM) application. When a call comes in, the Avaya IP Office sends information about the caller to the Microsoft application, which searches its database for any customer records linked to that incoming phone number. The IP Office Customer

Management solution can also screen pop into Dynamics CRM based not only on Caller ID but also on customer input data when they have called in, like a customer account number or code. The customer records are routed along with the call and appear as a “screen pop” of information on the PC of the person handling the call. By delivering current records along with calls, the IP Office Customer Management solution makes it possible to efficiently access and update customer information and support consistent service for customer transactions. In addition, the call handler or agent can automatically create new activity records in the CRM application on receipt of the phone call. The ability to dial out of a customer record provides “intelligent” outbound calling capabilities to the sales and service representatives within an organization. As this solution combines Microsoft Dynamics CRM

3.0and Avaya IP Office Compact Contact Center, it is a comprehensive contact center solution with call routing, reporting and productivity tools.

2 specifications

Avaya 2 is an advanced communications solution renowned for its robust features and adaptability, catering to businesses of all sizes. It is part of Avaya's strategic focus on delivering unified communications and contact center solutions that emphasize efficiency, collaboration, and customer satisfaction.

One of the main features of Avaya 2 is its seamless integration with a variety of communication tools. This includes voice, video, messaging, and conferencing capabilities that empower organizations to connect with employees and customers effortlessly. The system supports both on-premises and cloud deployment, allowing businesses to choose an infrastructure that aligns with their operational strategy.

Avaya 2 leverages cutting-edge technologies such as artificial intelligence and machine learning to enhance user experience. These technologies streamline processes by automating routine tasks and providing insights through data analytics. For instance, AI-driven chatbots can handle customer inquiries, freeing human agents to focus on more complex tasks, ultimately improving response times and customer satisfaction.

Another characteristic of Avaya 2 is its customizable user interface. The platform allows users to personalize their workspace, making it easier to access the features they use most frequently. This level of customization fosters better productivity, as employees can tailor the system to suit their specific workflows.

Security is a top priority for Avaya 2. The solution incorporates advanced security measures including encryption, authentication protocols, and compliance with industry standards to protect sensitive data. This is especially crucial for organizations handling proprietary information or customer data, as it mitigates the risk of breaches and builds trust with clients.

Moreover, Avaya 2 enhances collaboration through features such as team messaging and video conferencing, facilitating real-time communication among teams, which is essential in today’s hybrid work environment. Organizations can create dedicated channels for projects, ensuring everyone is aligned and informed.

Overall, Avaya 2 stands out in the crowded field of communication solutions due to its unique blend of features, state-of-the-art technology, and emphasis on security and customization. It serves as a reliable platform for businesses looking to enhance communication efficiency, improve collaboration, and elevate customer satisfaction in an increasingly digital world.