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and maintain traditional analog/digital phones, while migrating to IP devices such as next-generation
IP/PBX call processing servers.
Avaya Unified Communications Solutions for Lotus Sametime, Lotus Domino and Lotus Notes
Compliant with Avaya Unified Communications Applications.
IBM and Avaya unified communications solutions consist of Avaya IP telephony, conferencing, mobility
and messaging applications, plus IBM hardware, software and services, including IBM System
x servers; IBM Lotus Notes
®
, IBM Sametime and IBM Lotus Domino
®
software; and IBM Global
Technology Services Integrated Communications Services. Avaya Meeting Exchange for IBM Lotus
Sametime provides users added collaboration functionality, including click-to-call and multi-party click-
to-conference capabilities to instant message contacts, email contacts and directory contacts from
the Lotus Notes and Lotus Sametime. Meeting Exchange integrates with Sametime Web Conferencing
to offer meeting participants a single, unified interface to both audio and Web conferencing. Mute
noisy lines, see who is speaking and who has joined the call, disconnect participants or dial out to
new participants. With the Avaya Unified Messenger solution, users can conveniently access voice
messaging at their desktop via the same Lotus Notes client they use daily. They can quickly and
effectively reply to a message, regardless of its origin, without having to switch to a different inbox or
application. Users can also flexibly retrieve their email messages, directories, calendar and contacts by
phone using text-to-speech conversion.
Avaya and IBM Integrated Contact Center Solutions
Compliant with Avaya Interaction Center and Avaya Voice Portal.
IBM Global Business Services (GBS) has established a CRM consulting services practice that includes
solutions that contain Avaya Contact Center applications. Focused on contact center transformation,
IBM GBS leverages the ability to use Avaya IP Contact Center solutions to help enterprises “flatten,
consolidate and extend” customer service architecture and strategy to serve customers more
effectively and more efficiently. IBM GBS and IBM GTS provide business consulting and systems
integration services that can result in the implementation of Avaya solutions using the Avaya Customer
Interaction Suite.
The integration of Avaya Contact Center solutions with IBM hardware and software components can
include:
Avaya Contact Center software can run on IBM eServers running AIX or Linux. ▶
Avaya Interaction Center AIC) can leverage customer intelligence from an IBM DB2 back-end ▶
database for routing decisions and screen pops.
Customers running AIC 7.0 and greater, selecting to use the thin-client Web interface, are taking ▶
advantage of the WebSphere Application Server.
Customers using the Avaya Voice Portal to implement self-service and speech self-service ▶
applications may utilize the WebSphere Voice Server and WebSphere Application Server for their
speech engine and Services Oriented Architecture (SOA) application platform. An SOA based
application platform allows businesses to leverage existing investments in infrastructure, applications,
skill sets and to accelerate the development and deployment of speech-based self-service
applications.