Avaya deeply breaks through the desire for Unified Communication

Mr. Zhang, a white-collar Member of the CBD, is preparing a Channel Partner communication meeting for the company recently. He thought that he had mastered at least two contact methods for each representative. The preliminary contact at the Meeting would be very easy. However, during the contact process, he found that he only had some "Chaotic" numbers and letters in his hand.

The more communication means, the more complex the contact is, "Unified Communication", a solution that integrates access methods, message processing, conference and collaboration, and integrated communication, enables many large enterprises to take action. At present, Unified Communication advocates, including Avaya, Microsoft, Cisco, Nortel, and IBM, are all launching marketing campaigns to varying degrees.

Vickie Mc Govern, which promotes Cisco's Unified Communication solution globally, became Avaya's vice president of smart communication solutions six months ago. In her opinion, Unified Communication is only part of the smart communication solution provided to enterprises. If enterprises want to meet the challenges they face, they not only need unified communication. "Avaya proposed a very important concept: Communication-driven business processes (CEBP), which distinguishes us from all our competitors. This concept is essentially to embed communication into the business process to achieve business optimization ."

Unified Communication is only the beginning

Vickie Mc Govern said that the development of unified communication integrates real-time and non-real-time communication methods, and the development and maturity of SIP and SOA also promote the development of this market. However, in intelligent communication, IP voice communication is the foundation. Through the call center, Unified Communication can optimize enterprise resources to the maximum extent. However, the current situation of business processes facing enterprises is that business processes are often interrupted and often fail to respond in a timely manner.

"These interactions need to be conducted by people, but the latency is caused by people, which leads to business process interruptions and brings adverse effects to enterprises ." Vickie Mc Govern said, "What Avaya wants to do is to use CEBP to automatically and in real time complete such communication, so that business processes can be smoothly carried out, so as to optimize work efficiency and productivity ."

With AvayaCEBP, whirlpool, a household appliance manufacturer, can quickly contact appropriate staff to quickly respond to problems in orders, supply chains, and production, thus shortening the problem solving cycle. "This company has shortened some business processes from two hours to two minutes, and Whirlpool thinks this is a very good solution ."

More emphasis on in-depth cooperation

Vickie Mc Govern told reporters that CEBP is a standard-based web service, so some partners of Avaya can continue to integrate their own systems or develop their own applications.

In early April this year, several new Unified Communication Solutions launched by Avaya continued this design idea. Among them, its one-XPortal product can greatly improve the enterprise's business continuity capabilities.

Vickie Mc Govern said that some competitors are also talking about how to simplify and manage the process, but Avaya did not really mention this part. "One-XPortal can be integrated with systems from Microsoft and IBM, and the depth of such integration is ahead of our competitors ."

In addition, Vickie Mc Govern also stressed that Avaya has a high market share in conference, message processing and IP communication. "This is also our competitive advantage. Unified Communication emphasizes the front-end user experience. CEBP is the call center solution that truly benefits enterprises. This is Avaya's strength. Therefore, we have close cooperation with IBM and Microsoft. Our interests are not short-term, but long-term ."

In the long run, Avaya's goal is not limited to the Unified Communication Market. Vickie Mc Govern indicates that unified communication is part of Avaya's smart communication strategy. Avaya's strategy is to closely integrate the company's production process with the communication system.

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