Avaya has made a significant upgrade in three self-service offerings that it introduced at the beginning of last year. Introduced at SpeechTEK 2007 in New York City, the three products are Avaya Voice Portal 4.0, its flagship self-service software; Interactive Response 3.0, a self-service platform; ...
Avaya is extending its mobile applications to give users of Nokia Eseries business devices the ability to switch back and forth between private WiFi and public cellular networks. The application enhances a company's productivity and cost savings, Steve Hardy, Avaya director of product marketing, tol...
Although in its infancy, the market for on-demand application systems, including Software as a Service, is taking root and growing rapidly in East Asia, as was seen in Part 1 of this series. Springboard Research sees SaaS revenues in the region growing 80 percent annually between 2006 and 2010 from ...
If the reports of Avaya's acquisition are accurate, Texas Pacific Group and Silver Lake Partners are near to closing the largest leveraged buyout of a computer networking company. Avaya, TPG and Silver Lake are declining to comment, but reports say the two private equity firms will pay about $8 bill...
Avaya is reportedly negotiating with private equity companies and at least two competitors about selling portions or all of its multifaceted telecom portfolio. Private equity firms are dazzled by Avaya's $6 billion cash flow and low debt levels. Silver Lake, a private equity firm that specializes in...
The stage is set for further growth in VoIP communications with technological advances, telecom market deregulation and a growing web of fiber optic and wireless networks. India is now recognized worldwide as a center for offshore call centers, but a range of companies in other emerging market count...
Avaya is moving further into the communications collaboration space with its latest tool, Communications Enabled Business Processes. The software-and-service combo offering embeds Avaya Intelligent Communications products into a business process -- such as a production line's crisis communications a...
Etelos, a provider of open source hosted Web 2.0 applications, has released a beta version of a CRM tool designed to work with Google Apps, a commercial suite of office applications Google introduced last week. The Etelos product is integrated into Google's platform. The application, called "CRMforG...
Internet search leader Google unveiled its latest set of online business tools Thursday, aiming to snare a bigger piece of the enterprise market dominated by Microsoft. Google already has at least one player onboard: IP telephony firm Avaya. Avaya, a top provider of Internet phone switchboards for b...
Avaya on Thursday made two related announcements: the acquisition of enterprise mobility software maker Traverse Networks; and a new product strategy centered around unified communications. Avaya's unified communications solutions give corporate users easy access to all of their communications appli...
Avaya has updated its flagship contact center software application, Interaction Center, with new features that make it easier for developers to build agent portals to their own specifications and needs. This latest iteration of the application, version 7.1, is taking aim at a pain point that many ve...
Sprint has entered the hosted contact center space, a submarket that is rapidly expanding, with the introduction of an IP-based offering that is powered by Avaya technology. It is Sprint's first toll-free VoIP product, Barry Tishgart, director of product marketing, told CRM Buyer. "We have always su...
Asked to define CRM, most enterprise executives will tell you it's the process of moving a company from a product-centric focus to a customer-centric one. Since customers ultimately write your paycheck, it's not hard to see why enterprises have embraced this concept and the technology to enable it.
The high level of mergers and acquisitions in the CRM market will continue through 2008, research firm Gartner predicts, with one in three CRM software vendors involved in such a transaction each year. There has already been a series of very high profile M&As in the space, of course, including O...
While enterprise PBX product lines continue to register the highest level of growth in the telephony market, newly emerging trends will eventually realign use and deployment patterns, according to a survey conducted by market researcher Dell'Oro Group. These include a shift to hybrid systems and a n...
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How To Leverage Gen AI Without Losing the Corporate Shirt
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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A New Era of Customer Service
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Landing Intelligent Customer Service
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