Avaya In Reseller Agreement With Computer Instruments

eCRMGuide.com Staff

Updated · Jan 10, 2001

BASKING RIDGE, NJ–Avaya, a provider of communications systems for businesses, government
agencies and other organizations, has announced a reseller agreement with Computer
Instruments, Inc., a member of the Avaya CRM Solutions Alliance Network.

Avaya says that under the terms of the agreement, Avaya’s direct sales force and
BusinessPartner reseller channel can offer e-IVR, Computer Instruments’ newest voice response
solution that combines the power of the Web with interactive voice response (IVR) technology.
e-IVR is designed for small to mid-sized contact centers and will be available for Avaya
MERLIN Magix, PARTNER ACS, and DEFINITY communication systems. They say the e-IVR solution will
also be available for non-Avaya systems.

“Our relationship with Computer Instruments allows Avaya to deliver a robust set of Customer
Relationship Management (CRM) capabilities to an important market,” said Denis Aull, general
manager for Avaya CRM Solutions. “In addition to providing CRM Solutions to many of the
world’s largest organizations, it’s important that we deliver these same capabilities to
smaller, growing companies.”

Avaya says the e-IVR is a suite of applications that runs on Microsoft Windows NT and provides
the necessary tools to establish a multi-channel eBusiness customer interface. e-IVR acts as a
Web server, an eCommerce storefront server, and a value-added interactive voice response (IVR)
solution. e-IVR leverages an organization’s existing contact center staff and databases with
IVR applications to support Internet customers while protecting the value of their
“brick and mortar” technology investments as part of a new, integrated eBusiness solution.

“Businesses with small to mid-size contact centers often struggle to meet the growing service
expectations of their customers,” said Chris Herring, Executive Vice President for Computer
Instruments. “e-IVR gives smaller companies access to an affordable, sophisticated,
self-service solution designed to enhance their Customer Relationship Management (CRM)
strategy.”