Avaya Collaborative Cloud

Avaya presented in the spring of 2012 the solution Collaborative Cloud, the strategic integrated environment giving to business clients opportunities of communications and interaction through public, the private or mixed "cloud" models. The company also announced release of set of unique applications of AvayaLive, access to which is provided through public "cloud" where innovation of AvayaLive Connect and the improved solution AvayaLive Engage enter.

The Collaborative Cloud integrated environment allows clients, to partners, service providers and developers to create, use, support and improve the cloud solutions for joint work based on applications, platforms and infrastructure of Avaya. Wednesday gives a wide range of possibilities of implementation and use at the expense of which compliance to requirements of different segments of the market and accomplishment of various tasks is provided. Using applications of Avaya for joint work and contact centers together with architecture of solutions of data transmission in the Collaborative Cloud models, large enterprises, the small companies and service providers will be able to achieve growth of efficiency, labor productivity and profit.

Being a part of Collaborative Cloud, a new set of solutions AvayaLive places emphasis on unique services of public "cloud" communications and joint work. Today the packet includes:

AvayaLive Connect is completely integrated solution based on unified communications intended for small business which integrates in itself possibilities of holding voice conferences, message exchange, video, remote access and other services. AvayaLive Connect supports devices based on architecture of PC, Mac, IOS and Android Apple, allowing to interact at the same time large number of offices and also remote and mobile users. The solution can be loaded on the computer, it is available on the Internet. AvayaLive Connect is at the moment available in the beta, the release of the application in the market of the USA is planned to the middle of 2012.

AvayaLive Engage – the platform based on the Web interface for joint work, earlier known as web.alive, received a number of new features and opportunities. The solution allows participants to use personal avatars in 3D - the environment for holding joint actions, such as business and creative meetings, sales and customer service, trainings of employees and process of selection of the new personnel. Possibilities of AvayaLive Engage include the following updates:

• Support of Mac OSX Apple and Safari browsers;
• Video conferences and visual interaction;
• Stream video, sharing and synchronized reproduction;
• The improved instruments of interaction.

If at the organization private or hybrid "cloud" of corporate volumes is already implemented, as a basis for a new solution of the company and suppliers of "cloud" services can use Avaya Visual Enterprise Network Architecture and Avaya Aura. Avaya VENA allows corporate clients or a hosting operators to develop the standardized infrastructure of private "cloud" environments which can be expanded to scales of large enterprise, since data center and up to the desktop systems. Avaya Aura represents a single platform for centralization and providing unified communications and the software of contact centers. For ensuring control over the private "cloud" system of the company can also use Avaya Communications Outsourcing Solutions.

Expansion of the range of cloud solutions of Avaya of spring of 2013 will allow suppliers of communication services to respond to the requests of clients on the organization of communications and remote joint work with payment only of the used resources.

The solutions Avaya Collaborative Cloud will help the organizations to increase mobility of business and to optimize budgets and resources, will save from efforts on management of the BYOD infrastructures which are geographically distributed by jobs and the changing requests of clients. The companies will expand corporate communications, thanks to cloud solutions and deeper compatibility of vendors, domains and protocols.

For service providers enter the new expanded offer:

• Avaya Cloud Enablement for Unified Communications и Customer Experience Management

Are unique, thanks to flexible approach to the pricing based on activity of use of services. It allows service providers to pay only for the resources which are really used by clients and to react quickly to the shifts in demand, if necessary quickly expanding available capacities. The solution Avaya Control Manager allows to organize multi-user services with simple centralized operation and administrative tools for segmentation. "Cloud" components are created in a uniform open and scalable architecture, based on Avaya Aura that reduces costs and simplifies network infrastructures of service providers.

• Avaya Cloud Enablement for Video

Provide to suppliers of communication services access to widely scalable open platform for the organization of joint work using video, compatible to the equipment of different vendors. Improvements of modules of management of multilateral communication of the Elite, Scopia Mobile and Scopia Desktop series improved the solution, having as much as possible improved scalability and having implemented a video conferencing using personal devices (BYOD). Having saved simplicity of deployment, Cloud Enablement for Video has the built-in multi-user functions and potential of customization of the Scopia Mobile application under tasks of the user or the organization.

Avaya Communications Outsourcing Solutions (COS) Express the Standardized solution for the personal "cloud" services organized by Avaya, service provider or the end customer. Service providers and channel partners can sell the solution under the Avaya brand or as a joint product. The first edition COS Express is focused on deployment of contact centers for the organizations having up to 500 one-time subscribers.

The packet of Avaya Collaborative Cloud includes the various solutions allowing clients and partners to build, manage, start in work and to deliver the solutions Avaya, using "cloud" models. Also enter a packet: Avaya Collaboration Pods; a portfolio of the "turnkey" cloud solutions simplifying installation and systems management of real time; a complex of unique services for communications and joint work of AvayaLive working based on public "clouds".

2014: Service - "cloud" contact center

On March 7, 2014 the Avaya company announced an output to the Russian market of new service – "cloud" contact centers on the Avaya Collaborative Cloud platform.

Georgy Sanadze, the director of business development of Avaya, Russia and CIS, noted: "Since recent time the market in the development passed to the following step: from outsourcing of service to "cloud" architecture of the infrastructure. It is connected with need of fast adaptation of infrastructure in the conditions of high dynamics of business in connection with implementation of new applications, video solutions, etc. Besides business periodically tests the peaks of activity, for example, during the holding marketing and advertizing campaigns, implementation of the new application in scales of holding, etc. During these changes it is required to think of rationality of costs for support of the made changes".

According to Sanadze, the outsourcing model in such cases works badly as contact centers, as a rule, test permanent routine of the personnel that badly affects maintenance of due level of training of operators. Also, unfortunately, jobs in contact centers of outsourcers are often equipped not in the best way: the narrowness prevents normal work of operators. Everything together not in the best way affects service quality, so, is capable to cause damage to image to customer company.

As a result one of trends - emergence in the market of large service organizations which undertake all support of infrastructure. The full stroke - from control of operation of industrial servers of a data processing center before settings of telephone sets in workplaces of users, plus accomplishment of all works which are required the set regulations means. "Cloud" contact centers which the Avaya company began to offer in the market are focused on such organizations.

Cloud solutions of Avaya Collaborative Cloud represent the licensing business model based on solutions of the company on unified communications, contact centers and video. It will allow service organizations to optimize support and service of the customers.

One of types of such service – providing "cloud" jobs for contact center. Operators can be the staff of customer company (or to work at its territory). It is obvious that in such situation it is much easier to control quality of work of operators. Besides, payment for services of "cloud" contact center can be performed only for the valid usage time. It is more profitable, than, for example, to create own contact center which can be loaded very unevenly.

As the customer also the service provider can act to have an opportunity to provide "cloud" services. Within Avaya Collaborative Cloud the company offers also services in creation of "cloud" infrastructure and deployment of applications in "a cloud; centralized operation by all infrastructure and applications; providing XaaS in models of a public or private cloud.

All "cloud" services on this platform are possible only at sufficient development of broadband Internet access.

Transfer of clients to "cloud" services

On July 31, 2014 Avaya announced acceleration of transfer of clients to "cloud" services and representation of the first initiative directed to optimization of communication solutions in the form of services (CaaS) through Avaya Collaborative Cloud.

Demand from medium and large business for applications for communications and joint work became an incentive for Avaya in upgrade of own solutions, increasing their capacity, focusing on broader markets, and, at the same time, making them easier in installation and less exacting to resources.

The "cloud" communication products Avaya which include solutions in the field of unified communications, a video conferencing and contact centers propose to the companies a number of new solutions on increase in business performance. However, while in other IT areas cloud solutions are already successfully applied, communications remain area in which "cloud" technologies still should prove the efficiency. Difficult infrastructure and possible security risk and safety of personal data are basic reasons of such lag. To correspond to the changing conditions of the business environment, new communication solutions and models of their delivery should support the mobile access and flexible approach to staff management of employees characteristic of a modern business landscape. Avaya Collaborative Cloud meets all these conditions.

Avaya Private Cloud Services which are a part of Collaborative Cloud and known earlier as Avaya Operations Services — one of the most fast-growing products of the company that demonstrates stable increase in demand for similar solutions. The companies pass from the unrolled locally communications systems to solutions based on private "cloud" services". At the same time Avaya Private Cloud Services reduces risks and simplifies consolidation of a set of infrastructure components and applications that is necessary when moving communications systems to "clouds". It helps providers of "cloud" services (Cloud Service Providers, CSP) to pass to business models of OpEx and to increase availability of CaaS to clients, having offered them the pricing model, unique on simplicity, from Avaya assuming monthly payment of actually used resources.