Avaya and SAP Partner
BASKING RIDGE, N.J. - Avaya signed a strategic alliance agreement with SAP America, Inc., to market Intelligent Communications-enabled business applications that bring together people and business processes.
Under the agreement, the companies will jointly market mySAP Customer Relationship Management (mySAP CRM) with Avaya contact center capabilities. Expected to be available in North America during the second quarter of 2006, the solution will integrate the multi-channel communications routing and management capabilities of Avaya Interaction Center software with mySAP CRM software.
Customer service agents using SAP's CRM solution will have the capability to interact with customers through voice, email, and Web communication through their mySAP CRM console, enabled by Avaya contact center software.
The agreement also calls for the companies to jointly market business solutions that combine Avaya communication Web services with the SAP Enterprise Services Architecture (SAP ESA). The communication Web services can be accessed individually, or combined with SAP solutions and other Web services. The solution uses a Services Oriented Architecture (SOA) built on industry standards to provide communications capabilities to multi-site work forces.
This combined solution is expected to be introduced in North America during the second half of 2006.
In September, Avaya joined SAP's cross-industry collaboration to license SAP ESA, a blueprint for a business-driven approach to services-oriented architectures, enabled by the SAP NetWeaver platform.