Oak Innovation, a leading communications management software house, today announced that its Evolve v 18.104.22.168 call reporting and performance analytics solution is compliant with key customer engagement solutions from Avaya, a global provider of business communications software, systems and services.
Evolve helps formal and informal contact centers monitor call traffic in real-time, so they can proactively respond to events as they occur. It also produces a range of historic reports to support improved call management over time. The application is now compliance-tested by Avaya for compatibility with Avaya IP Office 500 V2 Release 9.1.
One of the companies benefiting from the interoperability of Evolve and Avaya solutions is Pepper (UK) Limited, a business that specializes in lending, advisory and asset servicing across the residential and commercial properties sector. Evolve provides Pepper (UK) Limited with tools to effectively manage resources, helping improve call management throughout its business.
Oak is a Technology Partner in the Avaya DevConnect program; an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network.
As a Technology Partner, Oak is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure; speeding deployment of new applications and reducing both network complexity and implementation costs.
“Evolve is an excellent call reporting solution. It reports on the information we’re most interested in, like accurate average wait times, providing cradle-to-grave detail on all hunt group calls, including ‘lost calls’. It helps us co-ordinate traffic volumes moment by moment, as well as identifying regular peaks and troughs so we can effectively manage resources. The fact that it is optimized for the Avaya system we already had in place made implementation quick and easy.”
-- Alex Mawdsley, Head of IT, Pepper (UK) Limited.
“We are delighted that Evolve has successfully completed compliance testing with Avaya IP Office. Now customers can be confident that Evolve will interoperate seamlessly with their Avaya system, making it easy and cost-effective to incorporate this new technology into their communications infrastructure.”
-- Phillip Reynolds, CTO, Oak Innovation
“Technology Partners like Oak Innovation understand the importance of DevConnect compliance testing to our mutual customers. The Evolve solution enables customers using Avaya IP Office to manage resources in real-time, helping improve operational efficiency and effectiveness.”
-- Eric Rossman, vice president, Developer Relations, Avaya
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premise and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Breeze™ Platform enables third parties to create and customize business applications for competitive advantage. Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.