Presence & Instant Messaging

Avaya Aura Presence Services 6.1 is a foundational element utilized by Avaya and third-party applications to collect and distribute rich Presence information and Instant Messaging (IM) capabilities throughout an enterprise. It is included as an entitlement with both Avaya Aura Standard and Avaya Aura Enterprise Edition.

Benefits of Providing a Richer Communications Experience:

• Increased productivity by users gaining the ability to more effectively reach the people they need, and leveraging the multiple channels of communications available to them.
• Improved customer care in the contact center by making expert resources readily available to respond to a customer issue.
• Easier collaboration between mobile, remote and headquarters’ employees through presence awareness.
• Faster one-and-done issue resolution through more effective communication.
• Improved process cycle time through presence-aware business processes and the ability to "look-ahead" to help ensure the right resources are available to resolve a particular business issue.
• Enhanced flexibility, privacy and security through the choice of automatic or manual status indication.
• Simplification and cost effectiveness by avoiding the need to provision 3rd Party applications to provide presence and IM capabilities.

Capabilities:

• Robust, Aggregated Presence Information — aggregates presence information from telephony, desktop and other applications and provides a comprehensive view of user and device availability. As other presence sources are made available – even from third-party sources in a heterogeneous IT environment – they too can feed status information to the system to round out the user’s availability profile.
• Multi-protocol / Multi-interface Support — supports both the SIMPLE (Session Initiation Protocol for Instant Messaging and Presence Leveraging Extensions) and XMPP (Extensible Messaging and Presence Protocol) protocols, allowing for aggregation across a broad array of presence sources enabling a more comprehensive representation of the individual.
• Optimizes Performance — Leverages SIP server-to-server protocol, optimizing network performance for real time communications applications.
• High Scalability — Scales to support all enterprise subscribers with a system throughput demanded of real time communications applications.
• Rich Presence — Normalizes and composes rich user presence (e.g., location, device, etc.) for applications and devices.
• Enhanced support for both the SIMPLE and XMPP protocols, helping to ensure the most comprehensive set of presence source information.
• Flexible access to presence information which can be displayed on any number of endpoints including Avaya one-X® clients and desk phones. In addition, Avaya presence solutions extend to a wide array of business communications applications.