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December 09, 2011

AVAYA News - NACR's CallNACK Call Management Solution Supports Avaya Offerings

By Arvind Arora, TMCnet Contributor

With the use of state of the art technological solutions, contact centers have now turned into advanced information hubs, equipped with all the necessary tools and services that enable them to establish effective and seamless communication with their customers.

NACR, an independent provider of integrated communications, collaboration and customer interaction solutions for businesses, has announced that its CallNACK application offers support to a number of collaboration solutions developed by Avaya, a well known provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes.

As an Avaya (News - Alert) Platinum Channel Partner, NACR provides scalable and low cost solutions customized to suit the needs of its customers; and deploys an array of complicated processes, advanced tools, and two high-tech Network Operations Centers to offer comprehensive monitoring and managed services for multivendor infrastructures.

Primarily aimed at enabling the enterprises to enhance their contact center operations, call handling and customer service, CallNACK has now been tested by Avaya for compliance with a number of its solutions, such as Avaya ACE, Avaya Aura Communication Manager and Avaya Aura Session Manager.

“Everyone at NACR is extremely excited about our expansion into the world of applications development,” commented Gina Odean, national convergence director at NACR. “What started as an idea to help one customer improve their contact center has grown into an opportunity to help many customers better integrate their communications with their business processes, enabling them to get more value from their technologies as well as their business intelligence,” added Odean.

CallNACK is a multipurpose solution by NACR that provides enterprises with a managed approach to call handling. The application helps enterprises in proactively checking their outbound calling lists against the national database so that the terms and conditions related with the Do Not Call registry are not violated. It ensures that the customers are called only between certain hours, such as 9 AM to 7 PM local time to avoid disturbance and automates the call process so that the employees don’t have to go through the manual call logging process that is not completely error free as well.

“Technology partners like NACR are demonstrating the value of ACE by communication-enabling a range of business applications,” said Eric Rossman (News - Alert), vice president, developer relations, Avaya. “Helping our joint customers enhance their customer service and improve the efficiency of their operations illustrates the benefits of using ACE for application development.”

In November 2011, NACR welcomed a few new members to its family as a part of the expansion of its dedicated services team, to be achieved by adding experts in every region across the United States. The expansion plan will help NACR meet the growing customer need for multivendor managed services support, according to company officials.

Arvind Arora is a contributing editor for TMCnet. To read more of Arvind's articles, please visit his columnist page.

Edited by Rich Steeves

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