ORLANDO, Fla. – More than two-thirds of IT executives plan to increase spending on mobile, customer-facing and cloud migration applications over the next two years as part of digital transformation initiatives. But first, IT executives must overcome a significant skills gap that will affect their ability to carry out such initiatives at customer speedi.
It's a conundrum Avaya has solved with Avaya Breeze™, an entirely new way to develop business communications applications.
At Enterprise Connect, Avaya will showcase Avaya Breeze, the next generation of the Avaya Engagement Development Platform -- the technology platform that profoundly simplifies application development while delivering built-in capabilities for enhanced mobile, customer-facing and hybrid/cloud requirements. Avaya will also unveil the Avaya Snapp Store - the first eCommerce app store for business communications.
Click to Tweet: .@Avaya Unveils Breeze for Digital Business Communications and Customer Service Smart Apps http://bit.ly/1TjzC1E
Components of the Avaya Breeze technology platform include:
- An open framework that brings the necessary attributes for communication in the digital age: embedded, multi-platform, mobile, fast, low risk, and workflow enabled -- a key requirement to automate previously manual processes to improve digital experiences.
- A development platform for rapid creation of new workflow-based applications within a matter of hours or days versus months.
- A delivery mechanism -- the Avaya Snapp Store -- that allows a single integrated experience via browsers and native smart apps for entirely new customer experiences.
- Open connectors/APIs that enable simple, integration with existing business communications services and access to the billions of devices in the Internet of Things.
The Avaya Snapp Store is a focused, ecommerce-enabled marketplace for Avaya Breeze applications -- or Snap-ins -- from Avaya and 3rd party developers. Snap-ins -- easily consumable, prebuilt connectors, fit-for-purpose apps and/or developer code -- enable companies to quickly build workflows, customer journeys and other unique applications. The Avaya Snapp Store makes it easy to find, access and download Snap-ins by simply using a credit card for purchase. Developers can create Snap-ins and be on-boarded in the store within weeks.
Gary Barnett, SVP and GM, Avaya Engagement Solutions, said:
"Now, Avaya delivers on the promise of open, mobile engagement with a platform that allows companies to easily design and embed applications into workflows via a powerful, simplified, software-defined architecture and infrastructure for communications. This game-changing technology is built for digital business where companies need the flexibility, speed and the freedom to easily create unique value for their customers. Avaya Breeze liberates them from the confines of monolithic, vendor-locked platforms."
Avaya is issuing a challenge to the industry to creatively address the major challenges facing businesses and consumers today by developing new apps on Avaya Breeze to help resolve them. To date, thousands of developers from global enterprises have participated in Avaya Breeze Bootcamps and webinars, and are using their lab systems and Avaya Collaboratory accounts to design, build and test Avaya Breeze applications. This week, five of the growing list of third party developers will showcase their Avaya Snap-ins in the Avaya booth at Enterprise Connect, including:
- eGain's Knowledge Snap-In sends a contextual SMS link to customers on IVR so they can easily use web self-service, without losing their place in the phone queue.
- WEBTEXT uses its global network of SMS messaging gateways to seamlessly connect Avaya contact centers to their customers and the carriers.
- Moxtra's mobile-first business messaging and document sharing service Snap-In enables rich, persistent collaboration across teams, providing continuity as customers increasingly move between devices.
- Verbio's Voice Authentication Snap-In addresses increasing concerns about security and identity theft by authenticating users in a fluid and unobtrusive way.
- Approved Contact's Snap-In provides a worker with more control over who can contact them and when, acting as a personal gatekeeper.
Those interested in developing to Avaya Breeze and/or creating Snap-Ins can learn more by going to the Developer portal at: http://bit.ly/20ZwM0T. For a list of Avaya Breeze Bootcamps and hackathons being held globally, visit: https://www.avaya-learning.com/lms/#/training/catalog/edp
"I sat there, and I'm not an engineer, but I was dragging and dropping, building a whole workflow for a Web calling service, saying, 'When this happens, play this IVR message.' I recorded the message myself, put that in there … and in about two minutes we had a Web calling service Snap-In."
Daniel Bergan, Head of Strategy and Transformation, Westpac
"More than half of the companies are using or planning to use APIs to embed communications capabilities into their apps, while another 25% are looking at using them to build custom apps. Platforms like Avaya Breeze offer organizations the ability to deliver enhanced business value and execute on their digital strategies by integrating communications and collaboration into workflows, business processes and existing applications."
Irwin Lazar, VP and Service Director, Nemertes Research
Tags: Avaya, customer engagement, applications development, contact center, digital transformation
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.
Certain statements contained in this press release may be forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements.
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i 2016 State of IT report, Salesforce Research