Avaya Adds Nine New Members to CRM Solutions Alliance Network

eCRMGuide.com Staff

Updated · Jan 11, 2001

BASKING RIDGE, NJ–Avaya, a provider of communications systems for businesses, government
agencies and other organizations, has announced that it has added nine new members to its CRM
Solutions Alliance Network for application and technology providers and systems integrators.

The company says its CRM Solutions Alliance Network supports Avaya’s CRM Solutions
portfolio, which is designed to help companies build long-term relationships with their
customers. They say the products and services offered by members of the multi-vendor alliance
broaden Avaya’s CRM Solutions portfolio by helping to address complex or specialized contact
center needs.

“Every business is unique and the companies participating in our CRM Solutions Alliance
Network help Avaya customize contact centers precisely for particular business needs,” said
Kim Mackay, executive general manager, Customer Relationship Management Solutions, Avaya.
“We’re very pleased to add these new members to our successful alliance program. Working
cooperatively with them enables us to help fulfill specialized, industry specific
requirements from an even broader range of solutions.”

The new alliance members include:

  • Astute, Inc., located in Columbus, Ohio, who will expand its eCRM
    solutions by adding the multi-channel customer interaction and workflow
    solutions of Avaya’s CRM Central to its flagship product,
    PowerCenter(TM).

  • Black Pearl, a San Francisco-based company, whose flagship product,
    Knowledge Broker works with Avaya’s CRM Central to capture and codify
    real-time data and live feedback, thereby extending a company’s
    expertise into electronic channels and ensuring the most up-to-date
    recommendations.

  • Cognos, headquartered in Ottawa, who delivers Business Intelligence
    software that, when coupled with Avaya’s CRM Central, provides an
    analytic reporting solution enabling companies to make better decisions
    and understand customer behavior and other key performance indicators
    critical in developing customer relationship management strategies.

  • DoxSys, Inc., located in Bethesda, Md., who provides e-business,
    customer relationship management (CRM) and document management
    solutions, that works with Avaya’s Viewstar.

  • Enterprise Consulting Partners (ECP) of Herndon, Va., a consulting firm
    specializing in workflow, imaging and document management solutions with
    a primary focus on ViewStar solution services.

  • Intell-A-Check, based in Belleville, N.J., who specializes in bill
    payment processing and e-commerce applications for contact centers that
    work with Avaya’s Mosaix Predictive Dialing System and CONVERSANT
    Interactive Voice Response (IVR) system.

  • Jingle Phone Productions, Oak Brook, Ill., who produces professionally-
    recorded messages for on-hold, IVR and audiotext, and Internet audio
    applications including Avaya’s INTUITY(TM), DEFINITY®, CONVERSANT, and
    Mosaix Predictive Dialing Systems.

  • Kofax Image Products, Inc., Irvine, Calif., who provides both
    application software and image processing products for the imaging,
    workflow and document management industry that work with Avaya’s
    Viewstar and CRM Central to introduce scanned documents into the
    workflow and document management system.

  • Visual Electronics Ltd., Denver, who developed DIGITAL FAX, which
    displays real-time statistics to call center agents and supervisors from
    Avaya’s Mosaix Predictive Dialing System, CMS, BCMS or a blend of
    inbound and outbound information, eliminating the task of faxing and
    copying information to contact center agents.

Avaya says the CRM Solutions Alliance Network was established to build innovative,
multi-vendor cu