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Interview: Making contact

Zafar Anjum | Sept. 20, 2010
In this exclusive interview, Chong Win Lee, Contact Centre Solutions Leader for Avaya APAC, talks about Avayas experience in the contact centre business and how enterprise collaboration solutions are changing its face

From basic, entry-level communications solutions to more sophisticated systems that take advantage of the latest technologies and protocols, Avaya SMB solutions meet the challenges that small and mid-sized businesses have today, and grow with them into the future.

For example, we recently released the latest version of the Avaya IP Office Avayas flagship solution for SMBs, to help them cost-effectively implement advanced communications for their business. The Avaya IP Office 6.0 features new unified communications (UC) capabilities that deliver enhanced user experiences to employees in any location and this includes new collaboration tools using voice, instant messaging, presence and video to drive greater productivity. This is also the same communication solutions that larger organisations leverage on.

How do you see Telepresence growing in Asia? There has been much hype around this technology. Is it living up to the hype?

Enterprise video communications is a rapidly growing sector driven in no small part by a requirement to reduce employee travel and associated costs both in terms of dollars and environmental impact. While Telepresence offers an exceptional experience in terms of feeling, you are almost in the same room as those you are conferencing with, its wide-scale roll out to date has been limited by installation cost, dedicated bandwidth requirements and space availability.

There is a growing demand for technology that is easily integrated and scalable across the workforce. Avaya is focused on delivering a new collaboration experience for enterprise users which finally makes video an integral part of a simple-to-use, desktop driven experience. Making video-enabled collaboration as intuitive and simple as making a voice call is key to large-scale takeup.

The open standards of SIP and the multi-vendor nature of Avayas flagship Aura platform enable us to deliver high definition video to the desktop at significantly less bandwidth than other solutions meaning you can have that HD video conference directly from your desktop, on a platform which combines voice, video, e-mail, IM and corporate applications. This delivers end to end, seamless collaboration, with the addition of contextual awareness that presents recent shared documents and interactions to participants in the conference. The Avaya collaboration experience is easy for people to use, straightforward for IT to implement, and makes great financial sense for the business. These applications are especially suited to more cost conscious and bandwidth-constrained Asian markets.

We are also seeing increased interest in virtual collaboration. Avayas web.alive technology for example  which creates a virtual environment with hi-resolution graphics and 3D spatial audio helps to recreate that physical meeting environment in a cost-effective, easy-to-use and fully interactive environment, allowing users not only to talk and see one another but share documents, hold sidebar discussions and walk from meeting to meeting. Adoption of this technology in the retail sector, learning environments and increasingly in corporate offices provides an exciting new opportunity to interact with colleagues and customers alike.   

 

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