Call centers have operated for years on the premise that they are the primary interaction point between the company and the customer. The difference now is that customers no longer only rely on the telephone to communicate with a company and want access to real-time information through a number of different channels. To help in the migration from traditional methods to next-generation call center optimization, a number of companies turn to Avaya.

A leader in the telecommunications space, Avaya Call Center Suite has built a strong reputation throughout the global marketplace for delivering proven solutions that enable a company to take their communications capabilities to the next level. Not only do Avaya solutions help to drive innovation in communications, they also help to integrate legacy investments with new technologies to optimize the call center experience.

Avaya deploys specific technologies to enhance its unified communications offerings over wireless networking solutions. Within the last few years, Avaya has also added contact center software designed to take customer service to the next level. The customer-centric approach ensures its portfolio of communication application patents extends to include those specific focus areas that customers demand.

Experts within Avaya Labs focus on research and development of Avaya solutions to ensure the latest innovation and enhancements focus on driving call center optimization. Considered leaders in cutting-edge technology, Avaya Labs experts collaborate with product and service developers to create and test for new communications applications that can deliver value within the customer environment.

By focusing on call center management tools that can drive optimization, Avaya develops innovations that help the business of any size to provide superior service to customers. At the same time, Avaya solutions also help to enhance employee productivity and business efficiency. When call center users are able to connect to the right customer at the right time, Avaya solutions have provided the right communications platform.

Much of Avaya’s innovations have focused on contact centers, small and medium businesses and unified communications. With more than 4,400 patents worldwide, Avaya is a definitive leader in its market. The majority of the company’s patents have been issued for business communications innovations that are designed to help a business improve the way it does business by improving its communications platform.

An area of focus for Avaya within the contact center space is a customer service tool that automatically creates multi-customer sessions through the identification of factors such as topic or communications media, such as voice, e-mail, IM or any other communication channel a contact center may use to reach the client base.

In addition to its strength in the contact center space, Avaya continues to focus on innovation in unified communications, including voice, video and data over wireless networks. Network providers are experiencing the increased demand from customers to offer video and rich content. With the Avaya platform, these providers are able to make the push to the next level to meet rapidly changing consumer demands.

Through Avaya’s proactive approach to innovative technologies and its research laboratories dedicated to discovering opportunities to enhance productivity and performance, the company will be able to continue to deliver industry-leading solutions. With a demonstrated commitment to providing solutions companies need to achieve their own strategic goals, Avaya continues to build on its proven market strength to extend its reach.