Enterprise Management of the Flattened Voice Network for Resiliency, Quality, and Reduced TCO
The flattened call center architecture advanced by Avaya in the last few years has proven its worth in the most demanding environments. It has reduced costs, made worldwide virtual call centers possible, and introduced significant new disaster recovery capabilities. Lessons learned in leading edge installations have been combined with new application capabilities to introduce Multi-System Synchronizer, the first enterprise scale management tool for the flattened architecture. This paper discusses how synchronization delivers increased resiliency for dealing with disasters, improves the quality and consistency of a caller´s experience, and lowers the total cost of ownership of the call center.