Contact Information: Avaya Media Relations: Jonathan Varman 908-953-6432 jvarman@avaya.com
New Avaya Support Tools Improve Management of Communications Applications
Web-Based Search and Diagnosis Tools Speed the Maintenance of Avaya Communications Software and Systems
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - April 29, 2008) - INTEROP Las Vegas - Booth 1843 --
Businesses today gained a faster, simpler, and more productive way to
manage all of their Avaya communications applications.
Avaya introduced a new set of support tools -- available free to its
maintenance customers -- that use the Web to expand and accelerate access
to essential information about communications maintenance, troubleshooting
and problem resolution. The tools are InSite Knowledge Management, a search
engine that places Avaya's database of troubleshooting knowledge at an IT
administrator's fingertips, and HealthCheck, a diagnostic tool that
analyzes and identifies issues within an Avaya communications system.
The InSite Knowledge Management search engine uses new technology to let
telecom managers and IT administrators quickly find and use quality Avaya
content that was previously only available to Avaya engineers. Users simply
log into a Web site, enter a natural-language question in the search box,
and instantly receive relevant data culled from more than 28,000 articles
created by Avaya experts. Additionally, InSite Knowledge Management is
'self-learning,' meaning it archives every query and response in order to
provide faster matches to future queries on similar issues. This
intelligence also helps Avaya more quickly identify troublesome trends
based on the high volume of search requests that occur for a particular
issue -- allowing for rapid customer alerts and fixes.
Avaya HealthCheck, also free to customers with Avaya maintenance contracts,
is a proactive test that customers can run to get a single, comprehensive
view into what is occurring within their communications network, tracking
everything from gateways to end points to circuit packs in order to
identify any configuration issues that have caused other customers problems
in the past. It provides this via Web by performing an audit revealing how
each element of a system is performing, and which components require
updates or administrative changes. This is delivered in a simple virtual
report with integrated links to Avaya InSite Knowledge Management
troubleshooting and administration articles. Combining these two tools
gives customers valuable new data and reporting tools at no additional
cost. The tools also help customers prevent problems and reduce the impact
of issues, since it takes less time to fix them.
"In today's competitive 24/7 business environment, IT and Telecom managers
require more efficient ways to support an array of complex, next-generation
communications applications," said Sal Mahbouba, vice president, Avaya
Global Services. "Avaya's new services tools are designed with these IT
managers in mind, so they can spend less time seeking out fixes, and more
time innovating to add business value."
Marion County, Florida Government To Use New Avaya Services Tools To
Support Its Systems
Avaya's new support tools enable companies of all sizes and industries to
derive new value through the way they manage and maintain their
communications applications. One business using Avaya's new services tools
is Marion County, Fla. government. As the fifth largest county in the
state, Marion County requires a 24/7 communications operation that can
support a broad network including the health department, fire rescue and
government workers. According to Dennis Garraty, information system
analyst, Marion County, Florida government, Avaya's new services tools will
make it easier for him and his IT staff to keep their communications
applications consistently running at the highest performance levels.
"Now when I check the performance of my communications applications, I can
see everything I need in one place -- with more relevant content that is
truly up to date," said Garraty. "Avaya HealthCheck eliminates long manual
configuration checks by getting things done for me, or telling me what I
need to do. And the Avaya InSite search tool provides me with the right
critical information in the first query. I'm going to make it my first
resource when searching for ways to support our systems."
Another customer using Avaya's new services tools is EDS. EDS is a leading
global technology services company that delivers a portfolio of information
technology and business process outsourcing services to clients in the
manufacturing, financial services, healthcare, communications, energy,
transportation, consumer and retail industries, and to governments
worldwide. According to John Gallas, business process outsourcing
architecture manager, EDS, the tools will make it easier for EDS to
proactively monitor its communications applications. "The re-design of
InSite allows me to quickly find the information I need," Gallas said.
"With EDS's 155 contact centers in 26 countries, Avaya HealthCheck will
help us keep our fingers on the pulse of our Avaya applications around the
world."
Avaya InSite Knowledge Management is available today. Avaya HealthCheck
will be available by July 2008.
Avaya Unveils New Support Package Options
With today's announcement, Avaya also announced new support packages that
enable customers with Avaya Communication Manager 4.0 and earlier software
releases to manage communications applications at an attractive
price-per-port, for increased value at a better price since multiple
service components are bundled together in a consistent, per-port pricing
plan. Designed to address the issues facing today's CIOs, the packages
offer one contract, one order and one price for their communications
support needs. All packages include access to the Avaya InSite Knowledge
Management search engine and the ability to have periodic HealthCheck
Reports. Customers that plan to add new technology or upgrades to their
network can use Avaya Software Support Plus Upgrades, which are designed
for customers with Communication Manager 5.0 and new enterprise software
releases.
About Avaya
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500®, use Avaya solutions for IP Telephony, Unified Communications,
Contact Centers and Communications-Enabled Business Processes. Avaya Global
Services provides comprehensive service and support for companies, small to
large.
For more information visit the Avaya Web site: http://www.avaya.com.