Avaya Specialist Connect software for new Motorola VoIP-enabled wireless
scanner enables stores to improve customer service and bring new
efficiencies to store operations
High-definition, two-way video kiosks combine Polycom video collaboration
with market-leading Avaya IP telephony for superior customer service at any
site
NEW YORK, Jan. 14 /PRNewswire-FirstCall/ -- NATIONAL RETAIL FEDERATION
ANNUAL CONFERENCE AND EXPO -- Avaya Inc., a leading global provider of
business communications applications, systems and services, today
introduced two new customer service applications that enable customers to
get the information they need, when they need it, to drive dramatic
improvement in customer service and revenues for enterprises.
Avaya is providing Internet protocol (IP) telephony software to power a
unique "find the expert" feature from the new Motorola CA50 VoIP-enabled
wireless scanner, which quickly helps find the best suited sales associate
on the store floor when the customer is making a buying decision. It is the
first such solution available in the retail industry.
Avaya is also announcing a video customer service solution that offers
live, high-definition, two-way video communication for in-store customers.
The announcements were made at the National Retail Federation Annual
Conference and Expo taking place this week.
Avaya Specialist Connect for Retailers uses intelligence built into
Avaya Communication Manager IP telephony software to quickly locate
specialists who are ready and willing to help customers. Equipped with
Motorola's CA50, a VoIP-enabled wireless scanner that is small and light
enough to wear on a lanyard, any store associate can now use the Avaya
Specialist Connect capability to summon help through a simple directory
look-up, or automatically by pressing a button after scanning a bar code.
The solution is ideal for the retail environment, where store
associates need bar code scanning combined with voice communications. The
CA50 is compatible with Avaya's market-leading IP telephony software
platform, Avaya Communication Manager, to deliver an "all in one,"
industry-specific communications application for the retail, health care
and hospitality industries in a single, low cost device.
For example, a sales associate that needs to find a housewares
specialist to answer a customer question can simply use the CA50 device to
scan the product bar code. Automatically, the Avaya software identifies the
exact product, pulls reach information for the housewares department sales
and support team, and confirms which expert is currently available. With a
touch of a button, the sales associate can speak with the specialist to
gather information and answer the customer's question; even if that
specialist is in another store or customer care center. In addition, staff
members can use the new device to access the retailer's database, using
information on the screen to connect to a housewares team member.
Avaya also is introducing Avaya Video Assistance for Retailers, which
features the ability to do standard or high-definition, two-way video
communication for in-store customers. Available worldwide, the solution
combines Avaya IP telephony and contact center software with award-winning
video collaboration capabilities from Polycom. Avaya call routing
capabilities ensure that customer calls are sent to the right agent, while
the two-way video provides sharp, clear images in full motion video enables
clear, natural conversations.
Video Assistance provides a cost-effective way for retailers to extend
their sales and technical resources to customers without the need to fully
staff every location. No longer will customers leave the store without the
item or the service they came in to purchase because staff was not
available or did not have the right expertise to help the customer. Using
Avaya's video kiosk solution, customers get a satisfying, personalized
experience, whether or not sales or technical support staff is available.
For example, from the sales floor, customers can easily link to an
expert for a firsthand description of product features or a demonstration
of how a product works. A bank branch could use a kiosk to provide a
personalized response to questions concerning particular investment offers
or loans.
As a result, customers can complete their transactions in the store,
reducing the possibility of losing the sale -- or losing the customer to a
competitor.
"By integrating Avaya's intelligent communications software into
solutions from Motorola and Polycom, Avaya is able to help stores and other
consumer- intensive enterprises solve their real-world business
challenges," said Marissa Russotto, director, Industry Solutions Group,
Avaya. "Controlling costs and providing a high level of service to
customers is one key to a retailer's success. With these new solutions,
customers can now be cared for more efficiently by leveraging experts from
the entire business, not just the local in-store associates. And in-store
associates are made more effective with information at their fingertips,
enabling them to deliver the right information the first time customers ask
for it."
Avaya will demonstrate its new solutions at Booth 1555 and will also
display other new offers for the retail market that include:
-- New Communications Capability for Retail Mobile Computing Devices
Avaya IP Softphone for Windows Mobile 5 cost-effectively provides
retail associates with wireless IP telephony. With the IP Softphone
for Windows Mobile 5 client on Motorola's MC70 and MC9090 popular
retail mobile computing devices, associates can get full Avaya
Communication Manager IP telephony functions to optimize their
productivity and service to customers.
-- New Customer Service Call Box Solution
With the Customer Service Call Box Solution, at the push of a button,
customer requests for assistance are routed to Motorola's CA50, MC70 or
MC9090 devices, wireless phone, IP telephone or overhead paging system
so they can receive immediate assistance from the most appropriate
retail associate. Designed and sold by Indyme, an Avaya DevConnect
member, the solution leverages both Avaya's Communication Manager and
Session Initiation Protocol (SIP) standards to cost-effectively deploy
this retail store customer service solution.
-- New Avaya 3631 IP Wireless Telephones
These WiFi-based phones are designed to make store sales associates
more accessible as they move through the store to assist customers.
Avaya's one-X(TM) phone interface makes the phones easy to use and
seamlessly links each handset to the company's wireless network. Set-
up is simple and cost-effective, without requiring a separate server.
-- Availability and pricing
Avaya intends to make the Avaya Specialist Connect software available
globally. It is priced from $75-$100 per user, list. Avaya Video
Assistance for Retailers is available worldwide. Businesses can
establish video to the call center for as little as US$260 and kiosks
at the store can range from US$260 on up to US$7500, depending on the
store's requirements and need for high definition video.
The Motorola CA50 solution is available on the Avaya Communication
platform and will also be available on Avaya Distributed Office in the
second quarter of 2008. Avaya Distributed Office is an IP telephony
communications system that delivers sophisticated branch communications
capabilities and powerful management tools in an economical package.
Motorola's MC70 or MC9090 devices are compatible with Avaya Communication
Manager today and will be available on Avaya Distributed Office, targeted
for the fourth quarter of 2008.
The Customer Call Box Solution is available on the Avaya Communication
Manager Platform today through session initiation protocol (SIP) and will
be available on Distributed Office, targeted for the second quarter of
2008.
The new Avaya 3631 IP Wireless telephones are available now on the
Communication Manager platform and work with Distributed Office.
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500(R), use Avaya solutions for IP Telephony, Unified Communications,
Contact Centers and Communications-Enabled Business Processes. Avaya Global
Services provides comprehensive service and support for companies, small to
large. For more information visit the Avaya Web site: http://www.avaya.com.
SOURCE Avaya
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Related links:
http://www.avaya.com
http://events.nrf.com/annual08/public/enter.aspx
CONTACT:
Media Inquiries: Barbara Burgess,
+1-908-953-3348, barbarab@avaya.com
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