Customer Management consultancy, Ember Services, today announces that it has been selected by Avaya , a global provider of business collaboration and communication software and services, for membership as a Technology Partner in the Avaya DevConnect programme.
As a DevConnect Technology Partner, Ember offers a range of consultancy-based services that help organisations implement Avaya Speech Analytics technology and optimise its performance. Ember’s Managed Analytics Service in particular enables organisations to realise the benefits of speech analytics within their contact centre operations without having to invest in the technology themselves. Ember’s Managed Analytics service uses Avaya Speech Analytics technology to provide advanced contact centre analytics as a managed service. The service combines use of that technology with expert and insightful interpretation to provide comprehensive analytics capability on an ‘as needed’ basis.
Avaya recognises that speech analytics remains an emerging technology and that many organisations will benefit from support to achieve its full potential. “Ember’s services complement our Avaya Speech Analytics technology,” says Eric Rossman, Vice President, Developer Relations, Avaya. “Ember uses this technology to analyse call data, then applies its own expertise in customer management and business improvement to transform that analysis into meaningful recommendations for positive change for our customers. We welcome Ember to the Avaya DevConnect programme confident that, together, we will help organisations maximise the benefits of speech analytics.”
David Naylor, Head of Analytics for Ember, says; “Speech analytics technologies are not ‘plug and play’ applications. Having skilled analysts who are able to optimise the technology’s performance in order to derive meaningful findings for the client is vital. For this reason, Avaya has recognised the value of offering Ember’s Manage Analytics service through the Avaya DevConnect programme to its global customer and partner base. We believe that giving organisations more choice about how they access speech analytics technology will help to grow its adoption significantly.”
About Avaya DevConnect
The Avaya DevConnect programme currently includes thousands of software and hardware developer companies, integrators, service providers and customers. Members have created a broad array of innovative solutions and services tested for Avaya compliance.
The Avaya DevConnect programme promotes the development, compliance-testing and co-marketing of innovative third-party solutions that are compatible with standards-based Avaya solutions. Member organisations have expertise in a broad range of capabilities – spanning collaboration, management, analytics, reporting and communications-enabled business process applications – helping joint customers extend the value of their collaboration and contact centre investments and accelerate the speed at which their organisation delivers true value to the bottom line.
Through the DevConnect program, Avaya provides companies with a wide range of technical education, access and support for many Avaya platforms and interfaces, often at no cost to Registered members. Technology and Service Partners receive additional benefits in terms of in-depth, joint compliance testing activities and co-marketing support, based on their alignment with Avaya’s strategy and value offered to Avaya customers. DevConnect Technology Partners like Ember meet rigorous criteria for customer satisfaction, product support, business operations, marketing and sales.
About Ember Services
Ember is a new kind of customer management consultancy focused on helping its clients to realise commercial value from their customer management activities. It does so by identifying and then exploiting opportunities for cost reduction, revenue enhancement and improved customer worth.
In that respect Ember has an unashamedly financial focus and is committed to achieving tangible business benefits. Its recommendations are backed by robust and detailed analysis as well as a clear outline of the financial benefits the client can expect to gain through implementation. In this way Ember provides a clear business case for change, innovation and restructure.
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centres, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.