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July 08, 2008

Avaya Subsidiary to Focus on IP Telephony, UC, Contact Center

By David Sims
TMCnet Contributing Editor

Business communications vendor Avaya (News - Alert) today announced that it has created a wholly owned subsidiary that will focus on sales, service and products for the U.S. government. The new subsidiary, Avaya Federal Solutions, launches August 1.
Avaya Federal Solutions will include approximately 400 people dedicated to providing IP telephony, contact center, unified communications and services for the military and civilian branches of the government. Jeff Hansen, currently vice president of Avaya’s Federal Sales division, will serve as president for the newly formed subsidiary.
Intelligent communications can help the government “improve citizen services and security, while bringing more efficiency into its operations,” Hansen said.
Last week Raqmiyat, a U.A.E.-based systems integrator, announced that it is currently implementing a Customer Relationship Management product for Masafi, a vendor of mineral water in the Gulf region.
The new system, which consists of Microsoft (News - Alert) CRM and a contact center product from Avaya, is integrated with Masafi’s Enterprise Resource Planning software – Oracle E-Business Suite – and is designed to manage the company’s customer relationship cycle.
The main thrust of the implementation is to automate Masafi’s entire processes, from capturing the customer order to its fulfillment, to billing and the completion of necessary back end supply chain processes.
Raqmiyat will implement its front end CRM with Masafi’s existing back end ERP. The assessment and recommendation of the products and the actual implementation of the front end system was completed within three months. For the back-end integration, Raqmiyat selected a service oriented architecture to facilitate a straightforward integration of the CRM with the ERP, while the vendor driven Avaya-MS CRM Integration was chosen for integrating the contact center with CRM.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

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