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Mid-Market Solution
Microsoft Dynamics CRM with Avaya Contact Center Express
Avaya Contact Center Express (CCE) provides a pre-built connector to Microsoft Dynamics ™CRM.
It provides the ability to call contacts in your Contacts list on their business, home or mobile phone;
call contacts in your accounts list on their main or other phone; and receive screen-pops with inbound
calls. The Dynamics CRM connector is designed to provide screen pop and call dialing from MS-CRM
web pages. Specifically, screen pop is based on the incoming contact phone number or account
phone number, while three icons on the Dynamics contacts and accounts screens provide call dialing
from the home phone number, business phone number and mobile phone number fields. The Microsoft
Dynamics CRM connector’s dial buttons automatically appear in the toolbar of all contact and account
records.
Enterprise Solution
Microsoft Desktop Applications enabled with Avaya Softphone and Avaya Communication Manager
The Avaya IP Softphone makes it easy to place and receive phone calls from a PC or laptop,
making it ideal for teleworking applications. It gives the user a choice of simple graphical user
interfaces (GUIs) and integrates well with Microsoft desktop applications such as Microsoft Office
Outlook
®
and Microsoft Internet Explorer
®
, enabling click-to-dial and screen pops. Additional options
enable presence and call control integration between Microsoft Office Communicator ™and Avaya
Communication Manager through Avaya IP Softphone and/or Avaya Application Enablement Services
[AES].
Microsoft Office Outlook
®
with Avaya Modular Messaging Solution
Avaya Modular Messaging is a powerful IP- and standards-based voice and fax messaging platform
designed for single- or multi-site global enterprises. Messages are accessible any time, anywhere from
a wide array of access devices including telephones, fax machines, or PC graphical user interfaces.
Unified messaging improves employee productivity by providing a single inbox for accessing all
messages and helps reduce administrative costs through single message storage and combined
administration for both voice mail and email. And it reduces the number of servers to manage. Avaya
Modular Messaging supports a Unified desktop client through Microsoft Outlook providing unified PC
desktop access to messages (voice, fax and email), enhancing productivity of associates by providing
a single interface for accessing all messages.
Microsoft Office Exchange
®
with Avaya Unified Communication Center with Speech Access
Avaya Unified Communication Center lets mobile, remote and office workers easily access important
communications tools and information via any telephone using simple and intuitive speech commands.
Users can manage personal contacts, calendar and tasks including “Reach Me” capabilities with ability
to screen incoming calls, and set reminders while mobile. This solution facilitates placing voice calls
from any phone (via the corporate voice network) by speaking digits, using contacts from Microsoft
Exchange, from the users’ web contacts (either from Microsoft Exchange or IBM Lotus Notes
®
), or
corporate LDAP directory. Returning calls is easy with the ability to call the sender of a voice mail,
if automatic number identification is supplied, if he/she is part of the corporate LDAP directory or
personal contacts. It can even call the sender of an email if they are part of the corporate LDAP
directory or personal contacts. It can enable the creation of ad hoc conference calls, while maintaining
access to voice mail, email, calendar and tasks. And it provides speech access to voice messages
from Avaya Messaging systems, and email messages from Microsoft Exchange.
Microsoft Windows Mobile 5
®
with Avaya one-X™ Mobile Edition
Avaya one-X Mobile Edition is a family of client software for leading mobile smartphone platforms that
transforms a user’s mobile phone into his/her office desk phone. Avaya one-X Mobile Edition allows
mobile employees to easily access powerful features of IP telephony software such as multi-party
conference calling, call transfer, call coverage, abbreviated dialing and more. Avaya one-X Mobile
Edition now supports Microsoft Windows Mobile 5 devices.
Microsoft, Microsoft Dynamics, Microsoft Business Solutions, MS-CRM, Outlook, Explorer, Exchange, Office Communicator,
Windows Mobile, Windows Mobile 5 Windows, MS_CRM Connector and other Microsoft products and services are either
registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
Lotus Notes is a registered trademark of IBM Corporation and/or its related companies and are protected by U.S. and
international trademark laws.