With all this, Avaya naturally also announced enhancements to its Aura and Elite customer engagement solutions - i.e., contact center. Avaya Breeze enables the rapid development of apps that will meet all customer touch points, and Snapp Store provides immediate access to capabilities that in a legacy environment might have taken months to custom create.
Avaya has done away with the rather clunky "Avaya Engagement Development Platform" name - a mouthful that even the company insiders I've talked to have at times struggled to get out - in favor of the, well, snappier, Avaya Breeze.Īvaya Breeze and Snapp Store speak to Avaya's overarching strategy of making it easy for companies to improve the customer experience - the "new battleground" for the Digital Age, Bassett said. The Snapp Store announcement comes in conjunction with the next iteration and rebranding of the Avaya development platform for Snap-ins. Downloads are available via credit-card payment, and users will be able to sign up for monthly and perpetual subscriptions, she added. Examples of Snap-ins from third parties are an IVR "place-holder" Snap-in that sends a contextual SMS link for users waiting in Web self-service from eGain (which Barnett said would be demoing this Snap-in as part of his Wednesday keynote address), a contact center-related SMS messaging gateway Snap-in from Webtext, a mobile-collaboration continuity Snap-in from Moxtra, a voice authentication Snap-in from Verbio, and a "personal gatekeeper" Snap-in from Approved Contact.ĭevelopers wanting to offer Snap-ins via the Snapp Store go through a vetting and validation process to ensure the availability of solid and secure code, Laura Bassett, director of marketing for customer and team engagement solutions at Avaya, told me in a separate pre-show interview. You can find demonstrations of initial Snap-ins at Avaya's Enterprise Connect booth, 1701. That vision manifests itself with the Snapp Store, which opens today with about 15 Avaya-developed Snap-ins as well as Snap-ins from five partners, Barnett said. As he shared in the No Jitter post, " Snapping Context into the Contact Center," Matula liked the idea of creating a marketplace that would provide a way to deliver Snap-ins created for anybody's use and to accept payment for them. I first heard of the notion at an Avaya briefing in late 2014, and a couple months later got a bit more insight from Val Matula, the company's senior director, CTO, and GM of emerging products & technology.
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But others are reusable, and available for download from this new app marketplace.īecoming the Apple iTunes of the communications industry has been on Avaya's mind for some time.
Some Snap-ins are proprietary, and as such, obviously not available in the Snapp Store. The Avaya Snapp Store, named for the applications - "Snap-ins," in the company's lingo - and created on the company's open development platform by Avaya or third parties, is meant to help companies quickly and easily extend functionality within a call or reach out to external applications, Gary Barnett, SVP and GM of Avaya Engagement Solutions, told me last week in a pre-Enterprise Connect keynote interview. Taking a page from the open-source playbook, Avaya today launched an app store for business communications - the realization of a vision shared with No Jitter a year ago and the next move in the company's promotion of its open development platform.
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