Avatel sells, designs, implements and provides maintenance services of Avaya business communications solutions nationwide. The company has consistently received top honors from Avaya, and achieved sales and technical design and implementation certifications at the Avaya Certified Expert (top in Avaya technical certifications), Specialist & Associate levels for Avaya enterprise communications, including Avaya Communication Manager IP Telephony, Avaya Modular Messaging and Avaya Contact Center applications.

Avatel is also certified for sales of Avaya Global Services.

Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including more than 90% of the FORTUNE 500R. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony software applications, systems and services.

Drawing on a rich heritage of enterprise telephony and mastery of new IP-based technologies, Avaya helps customers to reduce costs, lower risk and grow revenues - in short, to achieve superior business results. Avatel is leveraging Avaya's world-class technology and market leadership to create IP Telephony and IP Contact Center services.

Avatel's certification status with Avaya indicates that the Converged Communication team has developed the comprehensive skills needed to help today's businesses transform their operations with Internet protocol (IP) telephony and reap the benefits of new Intelligent Communications applications.

Avaya Communications Manager

Avaya Communication Manager seeks to solve business challenges by powering voice communications and integrating with value-added applications. Avaya Communication Manager is an open, scalable, highly reliable and secure telephony application. It provides user and system management functionality, intelligent call routing, application integration and extensibility, and Enterprise Communications networking.

Avaya Communication Manager is the centerpiece of Avaya Next Generation Enterprise Class IP Solutions (ECLIPS).

Running on a variety of Avaya Media Servers and providing control to Avaya Media Gateways and Avaya Communications Devices, Avaya Communication Manager can be designed to operate in a distributed or networked call processing environment.

Media Servers & Media Gateways

Avaya Media Servers and Avaya Media Gateways work together with Avaya MultiVantage Software and Avaya IP Telephones to deliver the many advantages of IP telephony over an existing enterprise data network. Using a single network to handle both voice and data communication can save your customers time and money by simplifying network administration and eliminating the need to buy and maintain two separate networks. Sending voice calls over their data network can reduce public network long distance charges-a particular advantage in international calling. In addition, because these hardware components adhere to widely accepted standards, they make it easier to deploy applications such as unified messaging and customer relationship management across a multi-vendor data network. Their compatibility with the most popular application program interfaces encourages third-party developers to create useful new applications.

Call Center/CRM Capabilities

Avaya Call Center provides a fully integrated telecommunications platform that supports a powerful assortment of features, capabilities, and applications designed to meet all of your customers' call center needs.

The Avaya Call Center solution provides a robust solution for Avaya customers' sales and service needs. Customers can select from a powerful assortment of features, capabilities, and applications specially designed to enhance call center operations.

New in this release, Avaya Call Center adds increased capacity to handle agents with multiple assigned skills-up to 3,000 agents with 20 assigned skills each, or six times previous capacity. Increased trunk and trunk group capacities allow contact center installations to handle larger call volumes, consolidate resources, and increase connectivity options. A higher number of available announcements provide more flexibility in creating and managing vectors. The number of Avaya Best Service Routing (BSR) application plans has been doubled to 511 plans in this release, giving customers more flexibility for setting BSR configurations and providing enhanced options for balancing loads across multiple sites. BSR signaling-using QSIG Temporary Signaling Connection-helps eliminate the need for costly processor boards and preserves bearer channel bandwidth. Expanded seven-digit dial plans provide greater flexibility for large contact centers; more extension numbers and support for numbering plan consistency across the enterprise.

The Avaya Call Center is built upon proven and innovative automatic call distribution (ACD) technology that offers a suite of call routing capabilities designed to help a company's agents handle calls more effectively and to boost their call center's overall level of productivity. Customers can choose whether calls will go to the least busy agent, the first available agent, or the agent with the skills needed by a particular customer.

The Avaya Call Center supports up to 5,200 agents and provides a powerful array of features customers can tailor to their individual needs. For multiple call center locations, Avaya Virtual Routing helps customers balance call loads across their locations, by analyzing demand and directing each call to the location best able to handle it-for example, based on call volume, waiting time in queue, or the time of day. By creating this "virtual" call center environment, customers can help their agents or call centers share the workload during their busiest times or, if they have centers in different time zones or countries, effectively extend their operating hours. And because the routing is transparent to callers, all they'll know is that their calls are being handled promptly.

Avaya Call Center call vectoring enhances ACD operation by letting customers fine-tune their call routing to balance call loads, and improve customer service. It allows customers to dynamically adjust how calls are routed to each split or the entire call center, based on parameters such as the time of day, day of the week, number of agents, number of waiting calls, time in queue, or speed of answer. In addition, call vectoring supports a wide range of options that use information about their callers such as Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS)-supplied by intelligent network services or by the callers themselves-to route calls to the most appropriate destination.

Avaya Call Center is fully integrated with the Avaya INTUITYT AUDIXR voice messaging system and the Avaya Interactive Voice Response system, as well as the entire suite of Avaya Customer Relationship Management products.