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Avaya Plugs SMB Apps Into UC Platform: Page 2 of 2

Top 10 SMB Predictions for 2011
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The latest additions include AdvaTel's InTouch, a server-less presence app that brings together internal and external contacts across a single UC platform. With one-click movement between voice, instant messaging, SMS, and email, InTouch extends beyond the immediate office to synthesize contacts from Yahoo, Skype, MSN Lync, and Outlook -- creating what the developer calls a "federated presence." (Scotto notes that Avaya would likely never use that brand of industry lingo when speaking with a small business customer.)

AdvaTel says on its Web site that it built InTouch because many smaller companies outsource certain lines of business -- such as accounting or human resources -- and therefore have "internal" departments that are in fact external to the company. The app also fits increasing mobility and virtual office usage among SMBs -- two trends that Scotto said are currently driving demand in the communications sector.

"Mobility is really critical in small business right now," Scotto said.

Cablevison's Optimum Voice SIP Trunking, another recent addition to the platform, delivers voice service through IP Office for up to 100 users. On the customer service and compliance front, KnoahSoft's Harmony suite adds secure call recording, silent monitoring, screen capture of agent sessions, quality assurance tools, and reporting. For outbound customer contacts, Computer Instruments' e-IVR app enables automated calling for announcements, reminders, emergency notifications, and other uses.

Features such as appointment reminders, call accounting, and custom phone applications are currently in high demand in the SMB segment, according to Scotto. He points to several industry-specific uses of those applications -- appointment reminders in medical offices, for example, or call accounting in law firms -- as examples of how a company can customize its UC deployment based on business needs.

"Those are some hot buttons, that are horizontal capabilities, that really have impact within specific vertical markets," Scotto said.