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Sat 5 Nov 2005 04:00 AM

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Talking business

Avaya and SAP have teamed up to telephony enable business applications. The alliance will see jointly marketed CRM and ERP solutions with embedded IP communications software.

Avaya and SAP have teamed up to telephony enable business applications. The alliance will see jointly marketed CRM and ERP solutions with embedded multimedia IP communications software. The companies are expected to market mySAP CRM with Avaya contact centre capabilities in Q206.

The solution will integrate the multi-channel communications routing and management capabilities of Avaya Interaction Center software with mySAP CRM software.

Making business applications accessible through telephony is designed to increase levels of customer service and improve business agility. The vendors say the solutions will hasten the time-to-resolution of enterprise transactions.

“As a result of this agreement with Avaya, our customers can realise the superior value of combining our CRM solution with Avaya's contact centre capabilities,” says Glenn Wada, senior vice president of business development, SAP America.

“SAP looks forward to extending our lead in the CRM marketplace by working with Avaya to bring to market a successful set of solutions that will help increase customer service productivity and efficiency,” he adds.

The agreement also paves the way for the companies to embed Avaya communication smarts with the SAP Enterprise Services Architecture (SAP ESA) in a bid to enhance web collaboration.

Analysts have commented positively on the move and say that if marketed wisely the telephony-enabled applications could provide a strong selling point for the vendors.

“Avaya must make clear the specific advantages its new telephony-enablement of SAP applications will deliver and to ensure these capabilities have clear, measurable, and justifiable business benefits,” says Joe Outlaw, principal analyst for contact centre solutions at Current Analysis.

“This could be a groundbreaking innovation in the use of communications solutions for Avaya, but it could also be viewed as a technology gimmick searching for a problem to solve if not messaged and positioned properly,” he adds.

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