Running head: AVAYA UNIFIED COMMUNICATIONS

Avaya Unified Communications: A Call Center Communication Network

Effective Communication in a call center is vital for success. Yet today there are too many communication devices which seem to be adversely challenging and confusing to today’s employees. The need for electronic business and communication technologies are growing as call centers grow to keep up with competition, develop e-business, and to go global. Office phones, cell phones, lap tops, smart phones, text messing, instant messaging, voice mail, and email are some of the ways to communicate and to stay constantly connected. However, if all of these devices are not directly connected there could be a delay in response. Avaya Unified Communications simplifies interaction with employees and customers resulting in a decrease in the delay time and creating a Unified Business. A Unified Businesses is a business that has mastered today’s diverse communications technology. Improving business operations and processes with Avaya Unified Communications is beneficial to our business and increases productivity by improving the customer service experience. Avaya, Inc. has been privately own company since 2007. Kevin Kennedy, the President and CEO, Avaya Inc. stated that our purpose is “To keep business communications, and society, constantly moving forward, to be the Futuremakers of communications” (Avaya, 2009). Avaya Uniform Communication All Inclusive will enables our business to achieve success by, increasing efficiency and productivity, making management better and more efficient, building more efficient teams, and improving customer satisfaction. Technology overload leads to confusion. Employees encounter stress due to the amount of information stored in various devices which may be in duplication. No matter how they prioritize their task