Avaya IP Office Release 5 is the new version of Avaya's flagship communications solution for small and medium-sized enterprises (SMEs). The software solution simplifies unified communications and customer service for SMEs, while delivering new capabilities that improve the scalability, resiliency and productivity of organizations.

To make communications easy for SME businesses, Avaya IP Office is now offered in six role-based solutions - tailored to roles such as "tele-worker," "mobile worker," and "customer service agent" -designed to meet specific worker needs. This approach means small businesses no longer deal with the complexity of having to choose from a multitude of application options. Avaya has also streamlined IP Office by consolidating multiple hardware options down to a single, higher-capacity hardware platform. It now supports 384 users per system, up from 272, extending the scalability and usefulness of an IP Office system as a business grows. Additionally, conferencing capacity has been doubled from one to two 64-party bridges.

For SMEs with multiple sites, Avaya IP Office Release 5 introduces a more efficient and reliable method of business continuity. A business can now use servers at alternate sites to keep an IP communications network - including phones and voicemail - operating in the event of an outage and allowing the system to automatically re-register to another IP Office site. This drives greater network resiliency, and eliminates the need to have a second system at a site solely for continuity purposes, reducing hardware and labor costs.

Avaya IP Office also delivers new productivity-enhancing applications for unified communications and customer service - now accessible via Web browser using a 'thin client' model. Using the Web eases user access to communications tools, while providing administrators a simplified way to deploy and manage communications. New Web-based applications include one-X Portal for Avaya IP Office, a communications portal designed for PCs providing workers a better way to manage phone communications using real-time call control, presence and call logs.

Additionally, Avaya IP Office Release 5 introduces Customer Call Reporter, a new contact center reporting application that is easier to install, update and use. The application tracks customer service progress and agent productivity, and uses alarms to help administrators react to issues in real-time. With Customer Call Reporter, agents can see how they are performing against workgroup averages, while supervisors can track factors such as the number of agents logged on, as well as calls arriving, waiting or lost.

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