Ember Services Named 2014 Avaya DevConnect New Partner of the Year

PRESS RELEASE: Customer Management consultancy, Ember Services has been named as the Avaya DevConnect New Partner of the Year for 2014. The award was presented to Ember’s Head of Analytics, David Naylor, at the International Avaya User’s Group meeting, (IAUG) Converge 2014, by Jon Alperin, Director, Avaya DevConnect, on 29 April, in Dallas, Texas.

In giving the award, Avaya recognises Ember’s commitment to innovation and teamwork in delivering new speech analytics capability to Avaya’s global customer base since Ember became a member of the DevConnect programme earlier this year. “Ember’s Managed Analytics service perfectly complements Avaya’s speech analytics technology. It enables organisations to maximise the value of their investment in speech analytics and improve their business performance with genuine insight based on robust analysis.” said Eric Rossman, Vice President, Developer Relations, Avaya. “Ember’s team is to be congratulated for its innovative approach and for its commitment to constructive partnership, reinforced by our shared objective to make analytics a powerful business improvement discipline.”

As a DevConnect Technology Partner, Ember offers a range of consultancy-based services that help organisations utilise 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.

Ember has also recently announced a partnership with, Cognia, to deliver its comprehensive Managed Analytics service via Cognia’s global cloud platform. “This is the next stage of innovation for us,” says Ember’s Head of Analytics, David Naylor. “Together with Cognia we will deliver managed analytics via Speech Analytics technology deployed from the cloud to a global client base in close to real time.”

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.

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.