QueueBuster running on the Netcall Intelligent Communications Platform helps businesses reduce wait times by allowing customers to leave their callback details, maintain their place in the queue and receive a return call when an agent is available. The application now is compliance-tested by Avaya for compatibility with Avaya Communication Manager 3.1 IP telephony and contact center software.

"Securing Avaya compliance for QueueBuster running on the Netcall Intelligent Communications Platform will allow us to win new business while providing our existing customers with an even more efficient and effective service," said Richard Farrell, chief technical officer of Netcall. "By working closely with Avaya and having access to a wider range of resources, we are able to speed up deployment times and introduce new Avaya-approved products to the market, enabling our customers to improve staff productivity and customer service levels."

One of the companies benefiting from the interoperability of Netcall and Avaya solutions is MORE TH>N, a business that specializes in direct financial services.

"We were blown away by our instant success with QueueBuster," explained Lynne Jamieson, telephony leader, MORE TH>N. "As a contact center we have to be able to measure the success of all our technology and always meet and exceed our key performance indicators. Working with Netcall, we set out strict targets and not only met but exceeded them within a month."

Netcall is a member of the Avaya DeveloperConnection Program - an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company's investment in its network.

As a 'Gold'-level member of the program, Netcall is eligible to submit products for compatibility testing by the Avaya Solution Interoperability and Test Lab in Guildford, U.K. There a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compliant. Doing so ensures businesses can confidently add best-in-class capabilities to their network without having to replace their existing infrastructure-speeding deployment of new applications and reducing both network complexity and implementation costs.

"By offering compliance testing to the many innovative companies like Netcall who are members of our DeveloperConnection program, Avaya promotes fully interoperable solutions that help businesses unleash powerful new possibilities," said David Sheldon, regional director for the Avaya DeveloperConnection program in Europe, the Middle East and Africa. "They are able to use Intelligent Communications to connect employees and customers to information from wherever they are, over whatever device they have available - getting more out of their multivendor network and delivering new value to their bottom line" - Avaya.