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i. AdminCentral :                      

AdminCentral is an advanced operations, administration, management and provisioning (OAM&P) suite. It allows administrators to monitor Interactive Voice Response (IVR) systems and related services, such as Text to Speech, Speech Recognition and other web-based applications. This SNMP-compliant toolset provides call detail reports, application usage data, configuration management control, real-time and historic surveillance of system performance. Administrators can remotely monitor and dynamically change applications and system configuration. Diagnostic tools include call trace, port monitoring and control. System-level reports summarize activity, traffic and problem areas. Data is available from a single entity, one node, multiple nodes or the entire system. Unauthorized entry and modifications is prevented through access-level control, security features and audit trails track access.


ii. InstaAlert:                            

An open standard based application, InstaAlert features a notification engine that provides event based and time based notifications that can be multicast, unicast, or alternate routing of notifications with support of multimodal devices and communication channels such as email, telephone and pager. It includes a web-based repository for all notifications with support for end user customer defined and rules based tasks or actions. It can either be deployed as a hosted application or premised based.


iii. OneManage:                        

Expedites change management while minimizing business risk for Contact Centers. This tool rationalizes the impact of application changes for Interactive Voice Response (IVR) systems and related services, such as Text to Speech, Speech Recognition and other web based applications. It enforces organizational change control polices and coordinates system and application changes.

 

 

iv. NetWatch SNMP Monitor:      

Allows organizations to increase the performance of their IVR infrastructure and Speech and DTMF based IVR Applications, anticipate and correct problems before they become critical, and automate and manage change in real time. Following the principles of simplification, standardization, and modularity, this SNMP based fault management system is a building block to manage the contact center infrastructure. NetWatch SNMP Monitor comes with a built-in manager, but can also integrate with leading SNMP Managers, such as IBM Tivoli, HP Openview and BMC Patrol. Ease of deployment and administration ensures quick return on investment for enterprises.


v. RemoteAdmin:                                                 

Enables centralized administration and maintenance of multiple IVR systems located across distributed sites through a common client interface situated on your desktop. The application management view provides information and aggregated reports for applications running on multiple IVRs. RemoteAdmin also provides the ability to trace speech applications.

vi. ReportCentral:                       

ReportCentral is a Web-based tool that monitors voice platforms like IVRs, CTI Servers, ASR, TTS, Web servers, Trunks, Routing clients, Routers and Peripheral agents by collecting application and system health metrics. Data is captured from these sources in real time and migrated to data warehouse through ETL (Extract Transform Load) process and aggregated/summary reports are generated. Real-time information and historical reporting provide business intelligence to proactively enhance quality, performance and availability of contact center services.


vii. Universal CTI                                                 

Service oriented architecture that provides an easy to use CTI interface for desktop and self service application developers. Compatible with Avaya’s Dialog Designer and supports Genesys, Cisco, Aspect and Nortel. By integrating computers and telephone systems, Universal CTI applications allow call centers to realize significant advances in both agent productivity and quality of customer service.


viii. FirstContact                                                                 

FirstContact is a proactive notification system that works with Avaya Voice Portal for managing multiple leads and campaigns with a focus on customer satisfaction and revenue optimization.
 
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