Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura® Call Center Elite helps to ensure the right resources are readily available to your customers. Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs. Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.

• Provide Your Customers with a Seamless Experience Across Channels. Among consumers, 68% say they expect the information they give an organization in one place to be available in another—and 80% say agents should be instantly familiar with contact history. Now you can personalize your customers’ experiences by sharing details like customer history and screen pop data across contact channels.
• Add Lower Cost Customer Service Channels. Reduce call volume and improve contact center efficiency by moving interactions to lower cost channels such as email, chat, SMS, and social media.
• Improve Your Contact Center Performance. Analyze historical and real-time reporting data to improve and maximize customer experiences, quickly adapting your contact center to respond dynamically to business and customer needs.

Avaya Aura® Call Center Elite Multichannel is a Microsoft Windows-based software suite. Companies can use this software suite to turn one-dimensional call centers into powerful multimedia contact centers. Call Center Elite Multichannel uses the phantom call capability of Communication Manager by which customers can make contact through phone, email, text message, or instant message. Whether your customers communicate on mobile, emails, or chat, their communication is routed by identifying the agent using a phone call. The emails, SMS, or chat messages are then directly forwarded to the agent identified using this call. The agent can also reply using the same method of communication. Easy to implement and simple to use, Call Center Elite Multichannel also delivers: • Out-of-the-box desktop applications for supervisors • Framework applications including intelligent routing, interaction data, and centralized configuration • Automated or agent-initiated outbound preview dialing • Powerful application development tools for complete customization and integration • Simple and fast wizards for desktop screen pop-ups and routing rules The Call Center Elite Multichannel multimedia technology uses the phantom call capabilities of Communication Manager to deliver non-voice work items to contact center agents. Phantom calls are generated using the Computer-Telephony Integration (CTI) application. This application has no physical station as an originating point. The multimedia suite blends emails, SMS, and web-based customer inquiries with inbound calls.

The Core of Your Unified Communications and Collaboration Solution

• Start your move to unified communications and collaboration with Avaya Aura® Communication Manager. Voice, video, messaging, and customer contact applications converge on a single network, to spread intelligent and flexible communications throughout the organization.
• Enable employees to take care of business more easily and quickly—because your staff at headquarters, remote branch offices, and on the road will all be using the same enhanced communication capabilities.
• Extend conferencing, mobility, video, and collaborative applications to everyone in your organization. Avaya Aura® Communication Manager adapts to SIP, H.323, digital, and analog. And this means your current network won’t stop you from moving to unified communications and collaboration.

• Communicate and Collaborate with Anyone, Anywhere. Extend your collaborative communications across time zones and regions to mobile phones, conference rooms, contact centers, and more. • Reliability at Your Fingertips. All communications are consistent and reliable with configurable redundancy, virtualization, and fault tolerance. • Designed for IT and Employees. Common capabilities, features, applications, and administration make learning easy for IT and employees while reducing the cost of ownership.

Give Your Customers an Experience That No One Else Can

1. Engage with your customers when and where they want on the devices of their choice. Every customer interaction holds the promise of making a positive impression and advancing your competitive advantage.
2. Connect with customers in new ways, taking advantage of all the popular channels available with Avaya Aura® Experience Portal—including mobile, voice, video, email, and SMS text.
3. Orchestrate a personalized interaction with each customer. Even when you have hundreds, thousands, or millions of customer connections, you can design and manage all the different interactions from a single multichannel application platform.
4. Be as mobile as your customers. Deliver a seamless, persistent customer experience with mobile capabilities. Dynamic menus let customers check order status, connect with tech support, talk to a live agent. Customers hear estimated wait times and the option to receive a return call. Full context is provided to the agent, so the agent is always prepared to assist customers.
5. Support self-service consumers through low-effort apps. Deliver contextual information to an agent so a customer can easily transition from one channel to another. Your agent sees all information that the customer already provided.

• Give Customers the Freedom to Choose. An omnichannel customer experience lets customers use their favorite channels and devices to connect with your agents. Give them options to connect by phone, mobile, email and SMS services. • Personalize Your Customer Interactions. Give your customers powerful, unique service experiences with multi-party conferencing, intelligent routing, and pre-identified customer preferences. • Upgrade Customer Experiences Without Upending Your Infrastructure. Your infrastructure investment is safe. Let customers have the experiences they crave by adding a standards-based platform that integrates with your existing infrastructure.

Built on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya CMS delivers real-time monitoring and historical reporting for Avaya Call Center Elite solutions including Elite omnichannel information, custom reporting, task scheduling, exception notification, threshold warning, administration and configuration, and long term ACD data storage. Increase the efficiency of your call center Optimize performance across multiple channels. Improve service levels and increase agent efficiency by monitoring and reporting response times across Avaya Aura® Call Center (CC) Elite systems and non-voice channels. A simple extension to your CC Elite system, Elite Multichannel enables response time reporting and monitoring that can increase agent efficiency for voice, e-mail, fax, web Chat, SMS text or social media customer contact. Manage dynamic call volumes without adding staff. Monitor and analyze everything from wait times and average answer speeds to the percentage by which abandoned call times have decreased in the past year. CMS measures up to 24K trunks, providing administration ease and increases reporting accuracy. Make a well- informed decision based on real-time CMS data to redirect calls on-the-fly or to redistribute expensive human resources. Increase performance, minimize costs or develop new or improved procedures by leveraging historical data. Enhance productivity while controlling costs. Realize a quick return on your CMS investment. Easy to deploy, CMS helps maximize the success of marketing and customer service campaigns. Continue benefitting from your investment over time by leveraging historical data to analyze trends and to establish performance benchmarks.

The Cisco 4000 Family Integrated Services Router (ISR) revolutionizes WAN communications in the enterprise branch. With new levels of built-in intelligent network capabilities and convergence, it specifically addresses the growing need for application-aware networking in distributed enterprise sites. These locations tend to have lean IT resources. But they often also have a growing need for direct communication with both private data centers and public clouds across diverse links, including Multiprotocol Label Switching (MPLS) VPNs and the Internet.

The Cisco 4000 Family contains the following platforms: the 4461, 4451, 4431, 4351, 4331, 4321 and 4221 ISRs.

Features and Benefits

Cisco 4000 Family ISRs provide you with Cisco® Software Defined WAN (SDWAN) software features and a converged branch infrastructure. Along with superior throughput, these capabilities form the building blocks of next-generation branch-office WAN solutions.

Cisco Software Defined WAN

Cisco SDWAN is a set of intelligent software services that allow you to reliably and securely connect users, devices, and branch office locations across a diverse set of WAN transport links. SDWAN-enabled routers like the ISR 4000 dynamically route traffic across the “best” link based on up-to-the-minute application and network conditions for great application experiences. You get tight control over application performance, bandwidth usage, data privacy, and availability of your WAN links - control that you need as your branches conduct greater volumes of mission-critical business.

Cisco Converged Branch Infrastructure

The Cisco 4000 Series ISRs consolidate many must-have IT functions, including network, compute, and storage resources. The high-performance, integrated routers run multiple concurrent services, including encryption, traffic management, and WAN optimization, without slowing your data throughput. And you can activate new services on demand through a simple licensing change.

Cisco Intent Based Networking and Digital Network Architecture (Cisco DNA)

The last few years has seen a rapid transformation and adoption of digital technologies. This puts pressure on the on the Network teams supporting this changing infrastructure - especially when provisioning, managing, monitoring and troubleshooting these diverse devices. Additionally innovations such as Software Defined WAN (SDWAN), Network Function Virtualization (NFV), Open APIs and Cloud Management show great promise in transforming Organizations IT networks. This transformation raises further questions and challenges for the IT teams.

The Cisco Digital Network Architecture (Cisco DNA) is an open, extensible, software-driven architecture that provides for faster innovation, helping to generate deeper insights, and deliver exceptional experiences across many different applications. Cisco DNA relies on intent-based networking, a revolutionary approach in networking that helps organizations automate, simplify, and secure the network.

The intent-based Cisco DNA network is:

• Informed by Context: Interprets every byte of data that flows across it, resulting in better security, more customized experiences, and faster operations.
• Powered by Intent: Translates your intent into the right network configuration, making it possible to manage and provision multiple devices and things in minutes.
• Driven by Intuition: Continually learns from the massive amounts of data flowing through it and turns that data into actionable insight. Helps you solve issues before they become problems and learn from every incident.

Cisco DNA Center provides a centralized management dashboard across your entire network — the branch, campus, data center, and cloud. Rather than relying on box-by-box management, you can design, provision, and set policy end-to-end from the single Cisco DNA Center interface. This allows you to respond to organizational needs faster and to simplify day-to-day operations. Cisco DNA Analytics and Assurance and Cisco Network Data Platform (NDP) help you get the most from your network by continuously collecting and putting insights into action. Cisco DNA is open, extensible, and programmable at every layer. It integrates Cisco and third-party technology, open APIs, and a developer platform, to support a rich ecosystem of network-enabled applications.

The Cisco 7600 Series is the industry's first carrier-class edge router to offer integrated, high-density Ethernet switching, carrier-class IP/MPLS routing, and 10-Gbps interfaces, benefiting enterprises and helping enable service providers to deliver both consumer and business services over a single converged Carrier Ethernet network. Important Features: High performance, with up to 720 Gbps in a single chassis, or 40 Gbps capacity per slot A choice of form factors purpose-built for high availability Cisco I-Flex design: A portfolio of shared port adapters (SPAs) and SPA interface processors (SIPs) that controls voice, video, and data experiences Scalable and extensible suite of hardware and software capabilities to enable intelligent Carrier Ethernet services Integrated Video Call Admission Control with innovative visual quality of experience for both broadcast and video on demand (VoD) Intelligent Services Gateway, providing scalable subscriber and application awareness with multidimensional identity capabilities and policy controls Integrated Session Border Control with quality of experience in both Session Initiated Protocol (SIP) and non-SIP applications Applications: Carrier Ethernet: Aggregation of consumer and business service Ethernet services edge: Personalized IP services Wireless mesh networking and mobility service convergence IP/MPLS provider edge routing Enterprise WAN aggregation Headquarters core routing

Cisco Advanced Malware Protection (AMP) - a system that protects your business before, during and after an attack, making it the most robust form of malware protection available. Cisco AMP employs global threat intelligence to fortify your network’s defenses before an infiltration even occurs. During a network breach, it identifies and blocks the attack using a powerful combination of intelligence, file signatures and advanced malware analysis. After an attacker infiltrates your network, Cisco AMP arms your security team with a clear view of the malware’s origin, its method and point of entry, where it’s been, and its current trajectory. This combination of point-in-time and retrospective security make it possible to discover, confine, and dissolve the threat fast enough to protect your business from irreversible damage. Using Cisco AMP gives your business access to a wide selection of security features, including:

• Filtering out policy-violating files from the Internet, e-mails, and more.
• Detecting and protecting against client-side exploit attempts and exploit attempts aimed at client applications like Java and Flash.
• Recognizing, blocking, and analyzing malicious files.
• Identifying malware patterns and anticipating potentially breached devices.
• Tracking malware’s spread and communications.
• Alleviating threats of reinfection.

Cisco ACI, the industry leading software defined networking (SDN) solution enables application agility and data center automation. Customers can build multi-cloud networks with a consistent policy model. With ACI Anywhere, customers have the flexibility to move applications seamlessly without compromising high availability and creating a single fault domain environment. What Cisco ACI offers

• Automate IT workflows and help organizations shorten app deployment from weeks to minutes.
• Open and programmable. Build programmable SDN fabrics leveraging open APIs and over 65 Cisco ACI global partner ecosystems.
• Security and analytics. Secure applications through whitelist model, policy enforcement, and micro-segmentation.
• Workload mobility at scale. Deploy and migrate applications seamlessly across geographies with consistent policy.

Cisco ACI building blocks Cisco Nexus 9000 Series High-performance, low-latency, and power-efficient switches operate in Cisco NX-OS software mode or in Cisco ACI mode. Cisco Application Policy Infrastructure Controller (APIC) Provides single-click access to all Cisco ACI fabric information, enabling network automation, programmability, and centralized management. Cisco ACI Virtual Edge (AVE) Cisco ACI Virtual Edge is designed to support Cisco ACI architecture. It provides support for ACI application policy model as well as switching capabilities with high performance and throughput. Cisco App Center Collaborate with developers, then publish and monetize innovative apps using Cisco APIC.

Features and Capabilities Centralized application-level policy engine for physical, virtual, and cloud infrastructures Detailed visibility, telemetry, and health scores by application and by tenant Designed around open standards and open APIs Robust implementation of multi-tenant security, quality of service (QoS), and high availability Integration with management systems such as VMware, Microsoft, and OpenStack Designed for automation, programmability, and centralized management, the Cisco APIC itself exposes northbound APIs through XML and JSON. It provides both a command-line interface (CLI) and GUI which utilize the APIs to manage the fabric holistically. OpFlex OpFlex is a new open and extensible southbound protocol that supplies policy directly to data center networks. Unlike commonly used SDN protocols, it supplies application policy, not low-level configuration, to network devices. This allows devices to self-configure and freely expose new innovation. By centralizing policy but distributing control, networks can become much more scalable, resilient, and interoperable. Cisco and partners are submitting OpFlex to the IETF for standardization to OpenDaylight for open source SDN implementations. An OpFlex agent will be available free from Github for leading hypervisors, switches, and Layer 4 to 7 services. A reference implementation on OVS will be available. Cisco APIC provides: A single pane of glass for application-centric network policies Fabric image management and inventory Application, tenant, and topology monitoring Troubleshooting Cisco APIC is completely removed from the data path. This means the fabric can still forward traffic even when communication with the Cisco APIC is lost.

Features and Capabilities Cisco Adaptive Security Appliance (ASA) Software is the core operating system for the Cisco ASA Family. It delivers enterprise-class firewall capabilities for ASA devices in an array of form factors - standalone appliances, blades, and virtual appliances - for any distributed network environment. ASA Software also integrates with other critical security technologies to deliver comprehensive solutions that meet continuously evolving security needs. Among its benefits, Cisco ASA Software:

• Offers integrated IPS, VPN, and Unified Communications capabilities
• Helps organizations increase capacity and improve performance through high-performance, multi-site, multi-node clustering
• Delivers high availability for high resiliency applications
• Provides collaboration between physical and virtual devices
• Meets the unique needs of both the network and the data center
• Provides context awareness with Cisco TrustSec security group tags and identity-based firewall technology
• Facilitates dynamic routing and site-to-site VPN on a per-context basis

Cisco ASA software also supports next-generation encryption standards, including the Suite B set of cryptographic algorithms. It also integrates with the Cisco Cloud Web Security solution to provide world-class, web-based threat protection.

As a member of the Cisco Wireless LAN Controller family, the Cisco WiSM works in conjunction with Cisco Aironet access points, and the Cisco Wireless Control System (WCS) to support mission-critical wireless data, voice, and video applications. As a key component of Cisco Unified Wireless Network for the enterprise, and Cisco ServiceMesh for service providers, the Cisco WiSM provides real-time communication between access points and other wireless LAN controllers to deliver a secure, end-to-end wireless solution. Because the Cisco WiSM supports 802.11a/b/g and the IEEE 802.11n draft 2.0 standard, organizations can deploy the solution that best meets their individual requirements. Organizations can offer robust coverage with 802.11 a/b/g or deliver greater performance with 5x the throughput and unprecedented reliability using 802.11n as part of an enterprise, or service provider wireless solution.

Cisco Cloudlock is a cloud-native cloud access security broker (CASB) that helps you move to the cloud safely. It protects your cloud users, data, and apps. Cloudlock's simple, open, and automated approach uses APIs to manage the risks in your cloud app ecosystem. With Cloudlock you can more easily combat data breaches while meeting compliance regulations. Features User security Cloudlock uses advanced machine learning algorithms to detect anomalies based on multiple factors. It also identifies activities outside whitelisted countries and spots actions that seem to take place at impossible speeds across distances. Data security Cloudlock's data loss prevention (DLP) technology continuously monitors cloud environments to detect and secure sensitive information. It provides countless out-of-the-box policies as well as highly tunable custom policies. App security The Cloudlock Apps Firewall discovers and controls cloud apps connected to your corporate environment. You can see a crowd-sourced Community Trust Rating for individual apps, and you can ban or whitelist them based on risk. Featured technologies Automated shadow IT visibility Cloudlock technology is now built into Cisco Umbrella to deliver App Discovery and blocking. It provides cloud app usage and risk info to enable secure cloud adoption. Cloudlock's FedRAMP ATO The authority to operate helps you enable secure cloud adoption across multiple platforms. Cloud and application performance monitoring Get end-to-end cloud monitoring with AppDynamics to help manage and visualize your critical cloud-based app performance, in real time.

Cisco Connected Mobile Experiences turns the industry-leading wireless infrastructure into an intelligent platform that not only provides a reliable connection, but also provides analytic customer information that you can use to grow your business. As the undisputed leader in the Wi-Fi market with over seven years of experience in Wi-Fi location, Cisco is a trusted partner Cisco Connected Mobile Experiences (CMX) uses a high-density wireless network with the Cisco® Mobility Services Engine, which enables organizations to collect aggregated location data for Wi-Fi users. CMX Analytics is a data visualization module that helps organizations use the network as a source of data for business analysis, highlight behavioral patterns and trends, which, in turn, can help businesses make informed decisions about how to improve customer service and improve their quality. service.

Benefits With the CMX solution, you can:

• Analyze business performance and optimize marketing activities through quantitative analysis of activity at your facility, for example, determining the patency of a particular store

• Increase the profitability per square meter by optimizing the location using the detailed traffic of the outlet, the conversion rate of visitors into customers, as well as other information, up to specific zones, as well as quantifying the implementation of changes

• Increase customer satisfaction by ensuring that there are enough staff during peak periods

• Increase profitability using location data for optimal mobile marketing campaigns.

New capabilities to protect your users and brand Two new capabilities help block phishing emails from reaching your users and safeguard your company’s domain. Gain additional layers of protection against business email compromise (BEC). Cisco Advanced Phishing Protection Benefits: • Gain a real-time understanding of senders, learn and authenticate email identities and behavioral relationships to protect against BEC attacks • Remove malicious emails from users’ inboxes to prevent wire fraud or other advanced attacks • Get detailed visibility into email attack activity, including total messages secured and attacks prevented • Augment phishing and BEC detection and blocking capabilities offered in Cisco Email Security Cisco Domain Protection Benefits: • Prevent brand abuse through impersonation of your company domain • Gain visibility into your internal and third-party senders who use your domain to send email on your behalf • Automate the Domain-based Message Authentication, Reporting, and Conformance (DMARC) authentication and enforcement process to identify illegitimate senders • Block unauthorized senders and set up DMARC protection to reduce illegitimate emails from your domain • Increase outbound email marketing effectiveness Advanced email security protection Attackers rely primarily on email to distribute spam, malware, and other threats. To prevent breaches, you need a powerful email security solution. Cisco Email Security is your defense against phishing, business email compromise, and ransomware. Get threat intelligence updates every three to five minutes through Cisco Talos for the most up-to-date protection. Cisco Advanced Malware Protection protects against stealthy malware in attachments, and industry-leading URL intelligence combats malicious links. Cisco Email Security also enhances Office 365 email security.  Protecting outgoing email is important too. Cisco Email Security has robust data loss prevention and content encryption capabilities to safeguard sensitive information. This helps you comply with government and industry regulations.

The Cisco Firepower® 9300 is a scalable (beyond 1 Tbps when clustered), carrier-grade, modular platform designed for service providers, high-performance computing centers, large data centers, campuses, high-frequency trading environments, and other environments that require low (less than 5-microsecond offload) latency and exceptional throughput. Cisco Firepower 9300 supports flow-offloading, programmatic orchestration, and the management of security services with RESTful APIs. It is also available in Network Equipment Building Standards (NEBS)-compliant configurations. The 9300 Series platforms can run either the Cisco® Adaptive Security Appliance (ASA) Firewall or Cisco Firepower Threat Defense (FTD).

Features:

Scalable multiservice security Eliminate security gaps. Integrate and provision multiple Cisco and Cisco partner security services dynamically across the network fabric. See and correlate policy, traffic, and events across multiple services. Expandable security modules Flexibly scale your security performance. Meet business agility needs and enable rapid provisioning. Carrier-grade performance NEBS-compliant configurations available. Elevate threat defense and network performance with low-latency, large flow handling, and orchestration of security services. Protect Evolved Programmable Network, Evolved Services Platform, and Application Centric Infrastructure architectures. Benefits:

• Designed for service provider and data center deployments
• Threat inspection up to 90 Gbps
• Includes AVC, with AMP and URL options
• Fail-to-wire interfaces available

Features and benefits Control all access from one place Simplify access across wired, wireless, and VPN connections. Policies are cascaded across all types of access points and enforced by Cisco TrustSec software-defined segmentation.  Users and devices are shown in a simple, flexible interface. ISE shares details through the Cisco Platform Exchange Grid (pxGrid) with partner platforms to make them user, device, and network aware. Stop and contain threats Reduce risks and contain threats by dynamically controlling network access. ISE can assess vulnerabilities and apply threat intelligence. It can also contain a suspicious device for remediation. We call this Cisco Rapid Threat Containment.

The Cisco Identity Services Engine (ISE) offers a network-based approach for adaptable, trusted access everywhere, based on context. It gives you intelligent, integrated protection through intent-based policy and compliance solutions. And it is all delivered with streamlined, centralized management that lets you scale securely in today's market.

Username is a key element in determining access to a network. Username can also help you alert you users to potentially suspicious activity with their devices. It answers the all-important question of who is connected to your network.

The Cisco Identity Services Engine (ISE) Passive Identity Connector centralizes, consolidates, and distributes identity information, including IP addresses, MAC addresses, and usernames. At the same time it offloads work from key infrastructure such as Microsoft Active Directory.

Many servers on the network are active participants in user authentication. They take user credentials and either verify them or look them up in a dedicated repository such as Active Directory. Rather than being actively involved in user authentication, the Passive Identity Connector listens to the various authentication servers on the network. It centralizes the authentication information, becoming the single source of truth for its subscribers.

The Passive Identity Connector distributes the session identity information to other devices on the network that are natural consumers of such information. These devices include firewalls, web security appliances, and traffic analyzers. Using the Cisco Platform Exchange Grid (pxGrid), the Cisco ISE Passive Identity Connector can support up to 20 subscribers.

Features:

• Centralized information
• Improved performance
• Syslog server support
• Active Directory support
• Kerberos SPAN support
• Endpoint probes
• Active Directory agent
• Support for custom APIs
• Citrix Terminal Server support
• High availability
• Migration support
• Virtual machine support
• Scalability

Benefits:

• Consolidates data from multiple authentication sources, eliminating the need for every system that requires authentication data to interact with every authentication source
• Eliminates the burden on an often-overtaxed infrastructure with a single system that caches data for other authentication data consumers
• Gathers authentication data from systems that support syslog
• Gathers authentication data from Active Directory through the Microsoft Windows Management Interface (WMI)
• Gathers Active Directory authentication data from switches supporting Kerberos SPAN
• Understands when endpoints log off
• Gathers authentication data from up to 10 Microsoft Active Directory domain controllers
• Gathers authentication data from systems that support a custom interface
• Gathers authentication data from Citrix Terminal Server
• Supports active/passive redundancy
• Customers may upgrade from the Cisco ISE Passive Identity Connector to Cisco ISE, adding the Passive Identity Connector node to an existing Cisco ISE cluster.
• Supports KVM, VMware, and Hyper-V
• Tailored to fit your organization with support for 3,000 and 300,000 sessions