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January 10, 2012

AVAYA News - U.S. Coast Guard Selects Avaya Solution for New Centralized Service Desk

By Ed Silverstein, TMCnet Contributor

The United States Coast Guard has selected Avaya’s (News - Alert) unified communications (UC) and contact center solutions for its new Centralized Service Desk in St. Louis.

The Coast Guard’s Enterprise Architecture Strategy will employ Avaya’s Aura platform as the homeland security division transforms its current voice infrastructure to a Session Initiation Protocol (News - Alert) (SIP)-based UC architecture, the company said in a recent statement carried on TMCnet.

The upgrade means the Coast Guard will see improved support for missions over the next 25 years, the company said. In addition, with the Coast Guard’s new Centralized Service Desk, 11 separate IT help desks are now unified rather than being independent at different locations in the United States.

The Avaya solution features the Avaya Aura Communication Manager and the Avaya Call Center Elite.

"Avaya's communication and collaboration solutions will allow the U.S. Coast Guard to enhance service, improve functionality and reduce costs, all the while leveraging their existing IT infrastructure," Tim Gentry, senior vice president of civilian sales, Avaya Government Solutions, said in the company press release. "For over two centuries, the U.S. Coast Guard has safeguarded our nation's maritime interests in the heartland, in the ports, at sea, and around the globe. We are proud to have been chosen to support their mission requirements."

In related company news, Avaya Government Solutions has gotten prime contractor status from U.S. General Services Administration, according to a report from TMCnet.

Gentry said Avaya will meet the technology needs of federal agencies, with “end-to-end solutions and services that combine both unified communications and networking,” TMCnet reported.

Avaya will also provide government agencies appropriate technology for “building and campus facility communications planning, operations, administration and management, customer service and technical support,” according to TMCnet.

Avaya Government Solutions provides unified communications, contact centers and networking to diverse government offices worldwide, according to a report carried by TMCnet.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

Ed Silverstein is a TMCnet contributor. To read more of his articles, please visit his columnist page.

Edited by Rich Steeves

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