Hardy Myers, CEO
In the era of digitization and connectivity, more and more organizations are opting for Unified Communications (UC) technology. According to a report published by Transparency Market Research, a global analysis and research firm, the UC market is poised to reach $62 billion in 2018, up from $22 billion in 2011. “Although UC has now penetrated its way into businesses of all sizes, challenges around a global multi-generational mobile workforce, the rise of the public cloud, and a multi-vendor IT landscape continue to trouble CIOs,” remarks Hardy Myers, CEO, Applied Voice & Speech Technologies (AVST).
While many businesses seek to move select UC components to the cloud, the hybrid cloud is becoming the preferred option for many medium and large enterprise deployments. AVST provides more simultaneous call control (PBX) integrations — premise or cloud — than any other UC platform in the market, enabling customers to make a smooth and cost-effective transition to the cloud. Their CX-E platform allows IT leaders the flexibility to deploy productivity-enhancing UC applications on all the leading telephony systems: Avaya®, Alcatel-Lucent™, BroadSoft®, Cisco®, GENBAND, Microsoft®, Mitel®, NEC®, ShoreTel®, Unify® and more.
AVST‘s CX-E delivers secure voice features; centralization in a multi-vendor environment; the ability to meet confidentiality and compliance regulations; automated attendant for multiple departments; intelligent call completion; virtual personal assistant for the mobile workforce; and a cost-effective call center. “Most vendors require their customers to replace systems before adding productivity applications, but CX-E works in harmony with a customer’s multi-vendor IT infrastructure, while protecting ROI,” explains Myers. In one instance, the University of Toronto turned to CX-E to answer 450,000 calls a month and provide over 300 automated attendant menus. “The client is centralizing their voice infrastructure with the CX-E private cloud architecture which provides cost reduction, along with the added benefits of security, resiliency and control,” points out Myers.
CX-E allows IT leaders the flexibility to deploy productivity-enhancing UC applications on all the leading telephony systems
AVST constantly enhances CX-E with new and advanced features that simplify the transition to hybrid cloud, including integrating with solutions such as Microsoft Skype for Business, Office 365, Google Gmail, BroadSoft, and GENBAND.
In addition to more than 1,000 voicemail and call processing features in the CX-E platform, AVST has devised Atom®, an application that powers mobility. Invariably running in the background, Atom is always aware of users’ location, presence, and calendar status, and offers contextual information to callers. The Pittsburgh Steelers, an NFL football team, rely on Atom to manage their everyday business tasks. Atom’s mobility features have significantly improved efficiency levels for busy team executives with hectic travel schedules.
Another innovative solution provided by the company which facilitates customer interaction is TeamQ®, a call center solution. TeamQ offers visibility into uniform and automatic call distribution, collects information from the caller, sends team members information on wait time, and helps schedule a call back. “Enabling collaboration among workers, TeamQ allows its users to make informed decisions on how to best service their callers,” says Myers.
Focusing on an “outside the box” approach, AVST believes in integrating innovative features into UC systems and sells their solutions exclusively through Value Added Resellers (VARs). AVST also offers professional services and technical support staff that supplement the expertise of VARs. The company has an active User Group community that provides a direct path into product feedback and requests.
Going forward, AVST’s major focus area will be around delivering viable cloud delivery models. “We are investing in web and mobile technologies to enhance the remote user experience and platform modularity, along with scale and security to address the varied needs of the service provider,” ends the CEO.