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Verizon Business, Avaya Expand Voice-Over-IP and Contact Center Capabilities

TMCnews Featured Article

May 14, 2009

Verizon Business, Avaya Expand Voice-Over-IP and Contact Center Capabilities

By Jessica Kostek, TMCnet Channel Editor

Verizon Business and Avaya announced today the certifications of Verizon (News - Alert) IP Contact Center (IPCC) suite of services and Verizon IP Trunking with Avaya Communication Manager 5.1.1/SES 5.1.1 and Avaya Communication Manager Branch. These services offer capabilities of both companies across Verizon Business' (News - Alert) complete suite of Voice over IP (VoIP) and Contact Center Services.

Vin LaRocca, president of North America sales for Avaya (News - Alert) said, "Verizon has already earned well over 100-plus Avaya design and technical support certifications, and we are working with Verizon to triple the number of certifications they hold in the next year. Our relationship with Verizon has grown significantly, demonstrating a level of progress that can only happen when both companies share a joint vision and commitment to the marketplace and their customers."
The completed certifications mean that businesses and government agencies, effective immediately, will be able to take advantage of Verizon Business' VoIP and contact center services with Avaya's complete line of equipment and software
"Working with Avaya, we're actively training our salesforce to put possibility into practice for our customers," said Tony Recine, vice president of specialized services for Verizon Business. "Together, we are committed to helping customers achieve the biggest bang for their enterprise buck when employing the Verizon-Avaya joint solutions."
According to the companies’ the training program will support an expanded global Verizon-Avaya enterprise resale relationship with the introduction of the most current certified offers, and Verizon's status as a Platinum Avaya Partner and Platinum DevConnect (News - Alert) Partner.
The Verizon IP Contact Center suite incorporates Verizon VoIP Inbound Toll Free and IP Intelligent Voice Routing (IVR) services working in tandem with Avaya Intelligent Communications (User-to-User Information, Network Call Redirection (NCR) and Avaya Agent Deskphone 16CC-Communication Manager5.x and SIP Enablement Services 5.x).
"Our long-standing relationship with Avaya continues to deliver innovative benefits for our enterprise customers. As businesses evolve their call center operations to IP, they can employ a 'right-time, right-person, right-device' customer service approach to enhance their overall business operations,” said Jim Tyrrell, vice president of global business voice solutions for Verizon. “For multinational organizations employing VoIP as a platform for advanced unified communications and collaboration, we are committed to continuing innovation across our portfolio to enable the next generation of smart and seamless global business adoption."
Contact centers who implement both companies’ new enhancements are sure to better secure their VoIP network for exceptional reliability and versatility.

Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.

Edited by Jessica Kostek

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