CXM Recording and QM Software Suite Compliant with Avaya

Call Recording Featured Article

CXM Recording and QM Software Suite Compliant with Avaya

June 08, 2017

The recording and quality monitoring software suite from CXM is now compliant with key communication and contact center solutions from Avaya. This interoperability comes with Version 5.2 release of the CXM solution.

Avaya did the compliance testing on Version 5.2. Following that test, Avaya deemed it compatible with the Avaya Aura Communication Manager 7.0 and Avaya Aura Application Enablement Services 7.0.

CXM stands for Customer Experience Management. It is a workforce optimization company. And it delivered its first product to its first customer in 1998.

The company is focused on helping businesses optimize their operations and reduce liability through recording calls and streamlining the management process of agent evaluations and training. CXM is a Technology Partner in the Avaya DevConnect program. The program is an initiative to develop, market and sell third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network.  

“Successful completion of compliance testing demonstrates our dedication to the Avaya product line and its customers and is part of our new Version 5.2 release,” says CXM President Robert Irvin. “Ever since our first customer in 1998, CXM has worked to provide an affordable solution to meet the needs of our customers.” 

Avaya last year occupied the leader box in both the worldwide Contact Center Infrastructure, and Unified Communications Gartner Magic Quadrant reports. Gartner placed Avaya alongside Cisco, Genesys, and Interactive Intelligence in its Magic Quadrant for Contact Center Infrastructure, Worldwide report. Meanwhile, Avaya joined Cisco, Microsoft, and Mitel in the Leaders quadrant of Gartner’s UC report.

Analysts generally consider Avaya’s cloud communications portfolio to be solid. The company is profitable. And most sources indicate the company has strong leadership.

Avaya was spun off from Lucent Technologies in 2000. Seven years later it became a private company through a $8.2 billion arrangement with Silver Lake and TPG Capital. And about two years after that, Avaya acquired Nortel Enterprise Solutions.


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