ITNavigator offers a cloud-based social media monitoring and response product that connects to popular networks such as Facebook and Twitter. Its Social Media Gateway can be deployed as either a stand-alone cloud or hybrid solution integrated with contact centres. Avaya executives believe it will complement the company’s current social media management portfolio.
The acquisition also expands Avaya’s real time reporting and monitoring tools for contact centres. ITNavigator’s management and performance monitoring solutions gather information from contact centres and KPIs such as billing systems and creates real time updates. Businesses can deploy this end-to-end reporting and monitoring capability through a public cloud, a hybrid model, a heterogeneous environment or as an on-premise solution.
In addition, ITNavigator is the OEM provider of Avaya’s Contact Center Control Manager. This product provides centralized operational administration exclusively for Avaya Contact Center Applications. It allows one-time definition and on-going management of agents, skills, VDNs, extensions, call flows, IVR working hours, dynamic prompts and menu content. Avaya’s acquisition will enable tighter integration of this end-to-end management and administration solution across Avaya’s cloud, unified communications and contact centre portfolios.
ITNavigator was founded in 2001. The company is headquartered in Israel, and it has offices in Europe. ITNavigator has business partners in North America and Europe. The acquisition closed today, meaning that ITNavigator is a wholly owned subsidiary of Avaya.
“IT and contact center executives and managers are in need of solutions that simplify day to day operations and enable them to quickly and easily bring on new capabilities. Our experience with ITNavigator – and perhaps more importantly – our customers’ experience with ITNavigator, has indicated that they bring a differentiated, easy-to-use set of solutions that makes the promise of ‘next generation’ contact center, unified communications and cloud-based applications a reality,” said Gary E. Barnett, SVP and president, collaboration, Avaya.
ITNavigator executives expressed similar enthusiasm for the acquisition. “Our relationship with Avaya has grown in mutual respect, and in recent times the boundaries between the two companies have narrowed as we drove to a common goal of simplifying sophisticated technologies. We are excited to be part of Avaya, a leader in innovation with respect to the Cloud, UC and Contact Center and its efforts to enhance its leadership with the addition of ITNavigator’s products and technology,” commented Arik Shtilman, VP, business development and business unit manager, ITNavigator.
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