Market Leaders to Jointly Market Customer Relationship Management and
Enterprise Resource Planning Solutions With Embedded Multi-Media IP
Communications Software
BASKING RIDGE, N.J., Nov. 1 /PRNewswire-FirstCall/ -- Avaya (NYSE: AV), a
global leader in business communications applications, systems and services,
today announced a strategic alliance agreement with SAP America, Inc., to
market Intelligent Communications-enabled business applications that bring
together people and business processes to achieve higher levels of customer
service and business agility.
Under the agreement, the companies will jointly market mySAP(TM) Customer
Relationship Management (mySAP(TM) CRM) with Avaya contact center capabilities
to enhance customer retention and acquisition by improving quality and
time-to-resolution of enterprise transactions. Expected to be available in
North America during the second quarter of 2006, the solution will integrate
the multi-channel communications routing and management capabilities of Avaya
Interaction Center software with mySAP CRM software.
Customer service agents using SAP's market leading CRM solution will have
the capability to interact with customers through voice, email, and Web
communication through their mySAP CRM console, enabled by Avaya contact center
software. The combination of Avaya intelligent routing with the context of
SAP customer relationship information will get the right customer to the right
business associate more efficiently, reducing holding times, delays and call
backs for customers and at the same time optimizing company resources.
"As a result of this agreement with Avaya, our customers can realize the
superior value of combining our CRM solution with Avaya's contact center
capabilities," said Glenn Wada, senior vice president of business development,
SAP America, Inc. "SAP looks forward to extending our lead in the CRM
marketplace by working with Avaya to bring to market a successful set of
solutions that will help increase customer service productivity and
efficiency."
The agreement also calls for the companies to jointly market business
solutions that combine Avaya communication Web services with the SAP
Enterprise Services Architecture (SAP ESA) to deliver intelligent
communication capabilities that empower business associates to collaborate
quickly and effectively. The communication Web services can be accessed
individually, or combined with SAP(R) solutions and other Web services to
streamline business transactions that require human intervention and
collaboration. The solution uses a Services Oriented Architecture (SOA) built
on open industry standards to provide advanced communications capabilities to
multi-site work forces.
The combined solution will allow companies to link communications
dynamically to the business processes that are driven by SAP business
applications. For instance, a company using SAP Enterprise Resource Planning
with Avaya's real-time communication Web services will be able to notify a
supply chain manager that an order is in danger of missing an important
deadline then orchestrate communications with the required individuals to
resolve the issue, and alert the appropriate parties when the issue has been
resolved. This combined solution is expected to be introduced in North
America during the second half of 2006.
"Our agreement with SAP marks a significant step forward in Avaya's
strategy to provide intelligent communications solutions that bring people and
business processes together for time-to-market and competitive advantages in a
mobile business environment," said Michael C. Thurk, Avaya group vice
president, Global Communications Solutions. "The combination of expertise,
leadership and experience that SAP and Avaya bring to the relationship
provides an opportunity for breakthroughs that can change the way companies
operate and serve customers."
In September, Avaya joined SAP's cross-industry collaboration to license
SAP ESA, a blueprint for a business-driven approach to services-oriented
architectures, enabled by the SAP NetWeaver(R) platform. Licensees focus on
enterprise services as the common denominator to ease deployment and
co-operation of technologies in order to reduce the risk and cost for
customers. The complementary efforts of the two market leading companies work
to marry business applications and communications applications to bring
intelligent communications into the fabric of the enterprise.
About Avaya
Avaya Inc. designs, builds and manages communications networks for more
than one million businesses worldwide, including over 90 percent of the
FORTUNE 500(R). Focused on businesses large to small, Avaya is a world leader
in secure and reliable Internet Protocol (IP) telephony systems and
communications software applications and services.
Driving the convergence of voice and data communications with business
applications -- and distinguished by comprehensive worldwide services -- Avaya
helps customers leverage existing and new networks to achieve superior
business results. For more information visit the Avaya website:
http://www.avaya.com.
SAP, mySAP, SAP NetWeaver and other SAP products and services mentioned
herein as well as their respective logos are trademarks or registered
trademarks of SAP AG in Germany and in several other countries all over the
world. All other product and service names mentioned are the trademarks of
their respective companies. Data contained in this document serve
informational purposes only. National product specifications may vary.
SOURCE Avaya Inc.
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Related links:
http://www.avaya.com
CONTACT:
press, Mary Thiele, +1-908-953-6152, or
mthiele@avaya.com, or investors, Matt Booher, +1-908-953-7500, or
mbooher@avaya.com, both of Avaya Inc.
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