Avaya Upgrades Video Platform with Team Engagement Solutions

Enghouse Interactive adds contact center features

Avaya has announced enhancements to its video collaboration platforms as part of its new “Team Engagement Solutions.”

Additions and enhancements to Avaya’s portfolio include:

Video Conferencing Room Systems – The new, flagship Avaya Scopia XT7100 room video conferencing system now supports H.265 video coding with video quality up to 1080P at 60fps. A second new room system, the Scopia XT4300, provides HD video for small to midsized conference rooms.

Scopia video conferencing systems now allow users to directly share content wirelessly from their laptops, eliminating the need to search for and connect cables. Mobile users can now handoff between the Scopia soft client on their mobile device and a room system. The new versions of Scopia now support full 1080p on mobile devices, laptops, tablets, PCs and desktops. The platform has enhanced video streaming and recording, enabling broadcast video for up to 100,000 viewers.

The Avaya H175 Video Collaboration Station is a new, personal desktop video device that combines video collaboration, call handling, and features with desktop application access. Features include an HD voice and video, and seven inch HD touch screen, Wi-Fi and Bluetooth connectivity, access to Outlook apps, and presence monitoring HD voice.

The Avaya E159/E169 Media Stations are new SIP-based desktop phones supporting HD audio. BYOD users can dock their mobile device when working in the office.

In other news, Enghouse Interactive has upgraded its Contact Center: Enterprise (CCE) portfolio, now providing an omni-channel offer suited for on-premise, hybrid and cloud environments. CCE 9 offers blended (inbound and outbound), predictive and power dialing, which is designed to improve agent productivity. The automated agent and group dialer pacing combined enable pooling of both agent queues and phone lines, connecting customers to the best-suited agent.

The new Interactive Communications (iC) messaging system available for CCE provides pre-recorded dialogues that can be used for IVR messaging, outage or problem notifications, appointment reminders, payment over-the-phone, etc. A new CCE Customer Timeline features an Interaction Vault (iVault) application that gives users insight into historical information so agents can see current and historical interactions in a timeline view on the contact record, with clear identification of the agent that handled each interaction.

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