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Avaya Receives 2009 Product of the Year Award Presented by Customer Interaction Solutions® Magazine


Avaya one-X® Agent Honored for Exceptional Innovation

BASKING RIDGE, N.J. – Avaya, a global leader in enterprise communications systems, software and services, today announced that Avaya one-X® Agent received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

Announced in July 2009, Avaya one-X Agent is a powerful desktop application solution designed for customer service associates to help improve the productivity and cost-efficiencies of today’s increasingly virtual customer service operations.

Avaya one-X Agent gives customer service associates, comprised of both agents and supervisors – working from home, headquarters or any remote location – a simple-to-use interface for fast access to all of the sophisticated capabilities required to deliver top-quality customer service. Accessible via a customer service associate’s personal computer, the solution enables businesses to easily extend headquarters-quality customer service capabilities, regardless of their physical location. With integrated instant messaging and presence, as well as desktop sharing, associates can easily consult with experts within a contact center or across an enterprise to best assist customers.

“Avaya one-X Agent enables companies to engage their best associates and employees regardless of their location,” said Jorge Blanco, vice president, marketing, Contact Center Solutions, Avaya. “This award reinforces our leadership in providing businesses with innovative contact center technologies that help to differentiate themselves through superior customer service.”

The virtual nature of Avaya one-X Agent gives businesses a helpful tool for engaging customer service associates and subject matter experts based on their skills, not just their location. For example, with just a personal laptop and a VPN connection, an agent using the solution can work flexibly from any location, and quickly become a seamless part of a business’ customer service operation. Centralized management makes it easy to administer and manage agent profiles, and to access work logs that track every interaction. Avaya one-X Agent uses the Avaya Aura™ Communication Manager platform for access to enterprise collaboration tools.

“I am pleased to honor Avaya for its hard work and success. Avaya one-X Agent has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use them,” said Rich Tehrani, CEO, TMC. “For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements,” he added.

The 12th Annual Product of the Year Awards winners are featured in the January 2010 issue of Customer Interaction Solutions magazine,
For more information about the Customer Interaction Solutions’ 2009 Product of the Year Awards or any of the TMC media properties, please visit To see a demo of Avaya one-X Agent, click here:

About Avaya

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit

About Customer Interaction Solutions

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit for more information.

About TMC

Technology Marketing Corporation (TMC) is a global integrated media company helping our clients build communities in print, in person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and NGN magazines. TMCnet, TMC’s Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by two million unique visitors each month on average worldwide, according to Webtrends. TMCnet has ranked within the top 3,500 in Quantcast’s Top U.S. sites, placing TMCnet in the nation’s top .03% most visited Web sites. In addition, TMC produces INTERNET TELEPHONY Conference & EXPO (ITEXPO); 4GWE Conference and M2M Evolution (in conjunction with Crossfire Media); Digium|Asterisk World (in conjunction with Digium); and Smart Grid Summit (in conjunction with Intelligent Communication Partners). For more information about TMC, visit

TMC also serves technology professionals with industry-specific Web sites:,, M2M,, Smart Products Ecosystem,,,,,, and For more information about TMC, visit


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