Avaya collaborates with Agile over CTI

Avaya collaborates with Agile over CTI

AGILE New Zealand’s global OEM agreement with US vendor Avaya has been expanded to include another product developed by the local company.

Avaya is set to launch a new CTI (computer telephony integration) software product — Contact Centre Express, developed in collaboration with Agile, in the US on Monday, October 18, to be followed by a global release.

Auckland-based Agile signed a contract with Avaya to have its call centre software packaged with the telephony company’s hardware last year, but the deal has now been extended to include the new product which helpdesks and contact centres integrate with a range of media. It was developed with a grant, which covers half the development costs for a year, from Technology New Zealand — a division of the Foundation for Research, Science and Technology.

Agile general manager Tony Jayne says the software is a full mid-market offering that will form part of Avaya’s main contact centre portfolio, expanding the market reach of the local company.

“We expect it [to] enhance our market coverage and we will hopefully see good financial returns,” he says.

The software will be available in 11 languages and Jayne says it is a result of sustained development collaboration with Avaya.

Under the terms of the original OEM agreement, the software will be sold under the Avaya brand, a situation which suits Agile.

“Avaya has global coverage that we cannot reach, so being anonymous suits us,” he says, adding Agile only develops software for the Avaya platform.

Jayne says the OEM agreement resulted from the company’s work with the brand locally and in the Asia-Pacific region over a number of years.

“This is quite a unique situation — Avaya does most of its development itself and has such agreements with only a few companies.”

The product is slated for release locally in November with Agile hosting a roadshow towards the end of that month.

While Agile supports a large Avaya reseller base, it retains a small number of direct customers. Last month it secured an agreement with Vodafone New Zealand for the implementation of a new speech platform into its two national call centres in Auckland based on Avaya Multivantage communications applications.

Agile employs about 20 developers and is part of the Comworth Group.

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