SHARE



ABOUT THE AUTHOR


Sheila McGee-Smith
Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the...
Read Full Bio >>
SHARE



Sheila McGee-Smith | May 24, 2012 |

 
   

Avaya/Nortel Contact Center Integration Evolution

Avaya/Nortel Contact Center Integration Evolution The strategy being adopted for Avaya contact center is to build new features in modules that can be used by any of the existing solutions to add new functionality.

The strategy being adopted for Avaya contact center is to build new features in modules that can be used by any of the existing solutions to add new functionality.

Just as there have been a series of significant changes in Avaya corporate leadership of late, so too have there been shifts in the company's contact center business. Let's start by reviewing the roadmap presented in January 2010, which I wrote about here on No Jitter at the time. (The text in the yellow boxes is my addition to the original Avaya slide.)

The interpretation of the slide by many was that the only surviving contact center platform would be the next iteration of Nortel Contact Center, shown here as NGCC and later branded Avaya Aura Contact Center (AACC). It didn't take competitors (one in particular) long to jump on a bandwagon of "Avaya is killing Elite." Their message was that instead of choosing a forklift upgrade, Elite customers should explore their options.

Avaya was quick to insist that there was never a plan to kill Elite; in fact, looking at the chart, it clearly says there will be upgrades and extensions. But that NGCC box under 18-30 months was, in hindsight, not the right message to send. Avaya quickly messaged that there was no expiration date on Elite and in 2011 announced it could be integrated with AACC to provide multichannel capabilities.

At this week's International Avaya User Group meeting in Boston, SVP for Applications and Emerging Technologies Brett Shockley gave the first hint that Avaya Interaction Center too was now being treated as a thriving piece of the portfolio. From the keynote stage he talked about plans to increase the scalability of Avaya Interaction Center, a solution acquired from Quintus in 2001. There was a gasp from the audience. OK, the gasp was from me in the second row, but it was pretty audible.

Later in the day, at a session for industry analysts, Shockley's VP of Marketing Jorge Blanco presented the slide below. It articulates Avaya Interaction Center's current role in the portfolio--for customers with a requirement for a highly customizable, multi-channel queue capability. The implication is that these requirements go beyond the capabilities available today by adding AACC to Elite.

Note that the slide positions this portfolio "marketecture" as "Today." There were two more iterations discussed, for Next and Future, which I will leave to the Avaya account teams and channel partners to explain to customers where appropriate. Suffice it to say that Elite, AACC and Avaya Interaction Center survive in all three versions, and an enhancing element of intelligent, contextual routing is added that can deliver value across all three.

This new telling of the Avaya contact center portfolio story came full circle for me over dinner, when I had the opportunity to discuss it with VP of Contact Center Product Management Christine Viera. Viera spent four years in a similar role at Oracle, as VP for CRM Product Management from 2006-2010. You may recall that in those years Oracle had an array of CRM solutions--Oracle's own e-Business, Siebel and PeopleSoft to name a few.

Viera inferred that today's approach with Avaya contact center applications is similar to the approach taken at Oracle at the time: There is no reason to "kill" a viable solution with a sizable customer base. Instead the strategy at Oracle, and the one being adopted for Avaya contact center, is to build new features in modules that can be used by any of the existing solutions to add new functionality. Already several solutions fit that model--e.g., Avaya Aura Experience Portal (self-service) and Avaya Proactive Contact will work with any of the three routing solutions.

Taking a nap? Not at all.





COMMENTS



Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

November 1, 2017

Your customers (internal and external) demand that you offer them the ability to connect by any means. With the adoption of cloud communications tools you now have access to an expanded portfolio o

October 18, 2017

Microsofts recent Ignite event had some critically important announcements for enterprise communications. Namely, Microsofts new Team Collaboration offering, Teams, will be its primary communicatio

September 20, 2017

Customer experience can make or break your business. But how do you achieve outstanding customer service when you're dealing with outdated organizational structure, lagging technology, dated proces

September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.