The extended alliance will include developing a joint offering of a suite of applications, working on strategic marketing initiatives, and increasing resources to leverage shared business opportunities. The joint solution provides quality monitoring, branch recording, centralised storage, liability, and interaction analytics. It is an integral part of Nice’s unified product architecture, and leverages the Communication Manager API of Avaya Applications Enablement Services (AES), a suite of Web services that provides rich integration with Avaya's converged communications applications.
As part of the Avaya Customer Interaction Suite, Avaya’s IP contact center solutions help businesses seamlessly link together a distributed environment, including agents, branch office employees and knowledge experts in any location – to serve customers with greater speed, accuracy and efficiency. Avaya gives contact centers the power to use IP-distributed architectures to flatten, consolidate and extend operations by supporting new remote, branch, satellite or global agents. This results in reduced costs by removing network hierarchy application and server duplication, as well as management overhead.
Nice is a pioneer in developing patented VoIP recording solutions, offering solutions that cover the entire spectrum of customer interactions management needs. Nice’s leadership is based on extensive experience in delivering field-proven, large scale mission critical solutions that meet the stringent reliability requirements of multi-site, high-end customers.