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Publish Date : 04-Oct-2013

Avaya today announced it has acquired ITNavigator, a leader in cloud, social media, reporting and management solutions. The acquisition will bolster Avaya's Contact Center solutions for interaction, experience and performance management as well as expand its Collaborative Cloud portfolio with cloud-based social media, end-to-end management and unified reporting.

As companies seek to elevate brand identity through next-generation customer service and optimize investments, Avaya is on the forefront of providing solutions that connect the dots throughout the service experience delivered through flexible deployment options. The acquisition of ITNavigator will add key management, reporting, and social media capabilities highlighted by their simple, easy to use features. In addition, the acquisition further enhances Avaya's transformational unified communications and customer experience portfolio by:
Addressing the social media customer - ITNavigator's cloud-based social media monitoring and response solution connects to popular social networks, including Facebook, Twitter and others. ITNavigator's Social Media Gateway (SMG) can be deployed as a stand-alone cloud or as a hybrid solution integrated with the contact center and complements Avaya's existing social media management portfolio.

Expanding real-time reporting and monitoring tools for Cloud and Contact Center ITNavigator's management and performance monitoring tools merge real-time updates gathered from a broad range of contact center data and key performance indicators, such as CRM, billing and other systems. This end-to-end reporting and monitoring capability can be deployed through public cloud, hybrid or heterogeneous environments or as a premises-based solution.

Strengthening Cloud, UC and Contact Center management and administration Capabilities – ITNavigator is the OEM provider of Avaya Contact Center Control Manager, which has been expanded into Avaya Collaborative Cloud offers. The acquisition will enable tighter integration of this fully-featured, user-friendly, end-to-end management and administration solution across Avaya's cloud, unified communications and contact center portfolios.

Founded in 2001, ITNavigator is headquartered in Israel with offices in Europe as well as business partners in Europe and North America. The acquisition closed today, making the company now a wholly-owned subsidiary of Avaya.

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