Avaya — corporate communications solutions, PBX and Contact Center

Telecommunications

Avaya Inc. is an American multinational corporation specializing in the development of corporate communications solutions. The company was spun off from Lucent Technologies in 2000 and today is one of the world leaders in PBX systems, contact centers and unified communications. Headquartered in Durham, North Carolina, USA. Avaya solutions are used by more than 95% of Fortune 500 companies.

Official website: avaya.com

History of Avaya

Avaya was founded in 2000 as a subsidiary of Lucent Technologies specializing in corporate communications solutions. In 2007, the company became independent and went public. Over the years, Avaya has acquired a number of key market players, including Nortel Enterprise Solutions (2009) and Esna Technologies (2015), significantly expanding its portfolio of unified communications and contact center solutions.

In 2017, Avaya went through Chapter 11 bankruptcy, restructured its debts and emerged with a focus on cloud and software solutions. Today, the company is actively developing the Avaya IX line — next-generation solutions with a cloud architecture and artificial intelligence support.

Avaya Product Categories

1. PBX and Communication Systems

Avaya offers platforms for building corporate telephone networks of any scale.

Avaya Aura

Corporate platform for building telephone networks and unified communications. Supports up to 50,000 subscribers on a single platform. Key components:

Avaya Aura Communication Manager: the main platform for call management, supporting SIP subscribers, analog and digital phones, video calls and conferencing.
Avaya Aura Session Manager: session manager for routing SIP calls between departments and branch offices.
Avaya Aura Messaging: voicemail with integration with email and SMS.

Avaya IP Office

A solution for small and medium businesses supporting up to 2,000 subscribers. A compact PBX with easy management through a web interface. Supports analog and digital lines, SIP, and remote employees.

The IP Office architecture is built on the principle of modularity: base platforms IP Office 500 V2 are expanded with expansion cards — digital (DS), analog (Phone), combined (Combo), as well as VCM voice resources and BRI/PRI/E1/T1 interfaces. This allows increasing system capacity without replacing the main chassis.

For secure connection of remote employees and integration with SIP trunks, Avaya offers Session Border Controller (SBC) and G430/G450 media gateways. These solutions provide voice traffic encryption (TLS/SRTP), access control and seamless migration from legacy analog lines to IP telephony.

2. Contact Center

Avaya IX Contact Center — a platform for organizing call processing servers. It includes:

IVR (Interactive Voice Response): automated attendant with a voice menu.
ACD (Automatic Call Distribution): intelligent distribution of calls among operators.
Call recording: archiving and analysis of calls.
Analytics and reporting: KPI monitoring, service quality.
CRM integration: integration with Salesforce, Microsoft Dynamics and other systems.

Avaya IX Workforce Optimization — a contact center workforce management module: schedule planning, performance monitoring, quality assessment.

3. Video Conferencing and Unified Communications

Avaya IX Meeting Server: server platform for video conferencing supporting up to 500 participants simultaneously.
Avaya Scopia: terminals and software solutions for video calls with resolutions up to 4K and PBX integration.
Avaya Workplace: unified client for voice, video, chat and collaboration on any device.

Avaya Technologies

SIP (Session Initiation Protocol): the main protocol for voice communications and video conferencing in Avaya products.
Avaya Aura: platform for building distributed telephone networks with unified management.
Avaya IX: next-generation architecture with cloud support, AI analytics and automation.
Avaya Equinox: unified communications platform combining voice, video, chat and collaboration.

Use in the Corporate Environment

Corporate telephone network: building a unified telephone network for offices, branch offices and remote employees.
Contact centers: setting up servers for processing inbound and outbound calls with CRM integration.
Video conferencing: implementation of a video conferencing system for collaboration of distributed teams.
Unified communications: combining all communication channels in a single interface to improve employee productivity.

Warranty Terms and Support

Avaya equipment comes with a warranty of 12 to 36 months depending on the device category. The manufacturer offers technical support programs with various service levels (Avaya Support Services).