Avaya improves comms for SMEs

Avaya has launched a new version of its IP Office phone system designed to reduce the complexity that is acting as a break on small-to-medium businesses adopting unified communications technology.

Avaya IP Office Release 5 is now available in six role-based formats that are tailored to meet the needs of different groups of workers, including teleworkers, mobile workers and customer service agents, said the vendor.

Multiple hardware options have also been consolidated down to one offering, which supports 384 users compared with a 272 ceiling in the past. Two 64-user conferencing bridges are now likewise included rather than just one.

“Today’s IP Office enhancements represent our commitment to simplify offers and help businesses get the most out of user-friendly unified communications and customer service applications,” said Anthony Bartolo, vice president and general manager of the firm’s small and medium enterprise communications unit.

The applications, which run on Avaya’s IP Office 500, 406v and IP412 servers, can now be accessed via a web browser. This includes a new contact centre reporting package called Customer Call Reporter, which enables managers to track agent productivity and their progress in dealing with customer queries. Alerts also enable administrators to react to any potential issues in real-time.

A new PC-based one-X portal has likewise been added to enable staff to better manage their phone communications using functionality such as real-time call control, presence and call logs.

IP Office Release 5 also now incorporates enhanced disaster recovery capabilities. As a result, if an outage occurs at one customer office location, the system automatically re-registers itself to another site. This means that the service continues to operate and eradicates the need for customers to purchase a second system for resiliency purposes.

The products are now available for Australian customers.