# Aura: Global Voice & Collaboration Solutions for Avaya & Microsoft Teams

For businesses seeking to simplify complex international communication environments, Aura provides a comprehensive solution with a single contract and global SLA. CXponent can help your organization streamline operations, optimize costs, and enhance communication across your enterprise by leveraging Aura’s expertise.

• Global communication solutions: Simplifies multi-site and multi-country communication environments with seamless integration.

  • Expertise in Avaya and Microsoft Teams: Delivers specialized support for both on-premises and cloud-based solutions.

  • Centralized platform: Provides a unified approach to managing diverse communication needs.

  • Global presence: Operates in 145 countries with on-site support for local and regional operations.

  • Channel-first approach: Prioritizes partner enablement with tailored solutions.

  • Flexible solutions: Supports cloud migration while maintaining legacy system functionality.

• Integrating Microsoft Teams or Zoom with Avaya: Bridge communication platforms for cohesive collaboration.

  • Adding multichannel capabilities: Enhance customer service by expanding communication channels in existing contact centers.

  • Phased migration to Teams: Transition gradually to Microsoft Teams while preserving current infrastructure.

  • Enabling PSTN outside the US: Secure international phone numbers and expand global connectivity.

  • Supporting mobile users: Empower employees to stay connected through mobile-friendly solutions.

Aura offers flexible pricing models to align with budgetary and usage needs. Options include pay-as-you-go or upfront payments, enabling cost optimization and reduced total ownership costs per user.

• An existing Avaya estate or a comparable communication system is required.

  • Multi-site and multi-country operations must be part of the business model.

  • Infrastructure must accommodate integration with cloud and on-premises solutions.

  • Reliable and robust communication capabilities are essential.

• Cost savings: Reduce communication expenses through optimized solutions and usage-based pricing.

  • Improved customer engagement: Enhance service delivery with integrated multichannel capabilities.

  • Simplified management: Streamline communication oversight and reduce administrative burdens.

  • Multichannel integration: Expand existing Avaya contact centers with multichannel support.

  • Microsoft Teams/Zoom integration: Enable seamless collaboration between Avaya and these platforms.

  • Support for diverse user needs: Accommodate users who require hybrid or alternative communication tools.

• Implementation timelines vary based on project complexity, user count, and infrastructure requirements.

  • Specific considerations include the number of sites, regional operations, and desired platform integrations.

  • Aura provides professional services to assist with planning, design, deployment, and ongoing support.

Comprehensive Support Designed for Enterprise Communications

Aura offers a multi-tiered support structure and extensive resources to ensure the continuous operation and optimal performance of your enterprise communication systems. Our support is tailored to meet the diverse needs of organizations leveraging Avaya and Microsoft Teams environments, whether on-premises, cloud-based, or hybrid.

Support Tiers & Response Times:

• Standard Support: Included with all Aura services, providing access to our technical support team during business hours (9 AM - 5 PM local time, Monday-Friday). Guaranteed response within 4 business hours for critical issues.
• Premium Support: Available as an upgrade, offering 24/7/365 access to dedicated support engineers. Includes proactive monitoring and a 1-hour guaranteed response time for critical incidents (e.g., system outages, major service degradation).
• Elite Support: Our highest tier, designed for mission-critical deployments. Provides a dedicated Technical Account Manager (TAM), quarterly performance reviews, and a 30-minute guaranteed response time for critical issues, alongside proactive incident prevention and optimization strategies.

Training & Resources:

• Knowledge Base: A comprehensive online repository of articles, FAQs, and troubleshooting guides for Avaya and Microsoft Teams integrations.
• Training Webinars: Regular live and on-demand webinars covering new features, best practices, and advanced configuration topics.
• User Guides & Documentation: Detailed documentation for all Aura solutions and supported platforms, accessible via our customer portal.

Professional Services: Beyond standard support, Aura offers a full suite of professional services including:

• Implementation & Migration: Expert assistance for seamless deployment and migration to new or upgraded communication platforms.
• Custom Integration: Development of bespoke integrations with existing business applications.
• Optimization & Consulting: Performance tuning, security audits, and strategic consulting to maximize ROI from your communication infrastructure.

Aura's commitment is to ensure your communication infrastructure remains robust, efficient, and aligned with your business objectives.

Integration Requirements & Capabilities

Aura provides robust integration capabilities designed to seamlessly connect with your existing communication infrastructure, primarily focusing on Avaya and Microsoft Teams ecosystems. Our approach ensures minimal disruption and maximum interoperability, whether you're operating on-premises, in the cloud, or with a hybrid model.

Supported Platforms:

• Avaya: Deep, native integration with Avaya Aura Communication Manager, Avaya IP Office, and associated Avaya applications. This includes support for various Avaya endpoints and features, ensuring full functionality preservation during migration or enhancement.
• Microsoft Teams: Comprehensive integration with Microsoft Teams for voice routing, direct routing, and advanced calling features. Aura acts as a certified Direct Routing provider, enabling PSTN connectivity and enhanced call control directly within the Teams client.
• SIP-based Systems: General SIP trunking and interop capabilities for integration with other SIP-compliant PBXs, contact centers, and communication platforms.

Integration Methods & Tools:

• Pre-built Connectors: We offer established connectors for Avaya and Microsoft Teams environments, streamlining deployment and reducing integration complexity. These connectors are continuously updated to maintain compatibility with the latest platform versions.
• API Access & Documentation: For advanced customization and integration with third-party applications, Aura provides access to well-documented APIs. These APIs enable:
  • Programmatic control over call routing and management.
  • Integration with CRM, ERP, and other business applications for screen pops, click-to-dial, and data synchronization.
  • Custom reporting and analytics extraction.
  • Detailed API documentation, including use cases and code examples, is available upon request and during the solution design phase.
• Custom Integration Services: Our expert professional services team can develop bespoke integrations to meet unique business requirements. This includes:
  • Developing custom middleware for niche applications.
  • Integrating with proprietary systems not covered by standard connectors.
  • Tailoring call flows and IVR systems to specific operational needs.

Aura's integration strategy prioritizes flexibility and scalability, ensuring your communication infrastructure evolves with your business needs.

Security & Compliance at Aura

Aura is committed to maintaining the highest standards of security and compliance to protect your enterprise communications and data. Our robust framework is designed to meet stringent global regulations and provide peace of mind for organizations leveraging our solutions for Avaya and Microsoft Teams environments.

Key Security & Compliance Features:

• Certifications & Frameworks: Aura actively pursues and maintains relevant industry certifications to validate our security posture. While specific certifications vary by service offering, our operations generally align with ISO 27001 principles for information security management and we are prepared to support clients in their pursuit of compliance with frameworks such as GDPR, CCPA, and HIPAA where applicable to their specific use cases. We regularly undergo independent audits to ensure adherence to these standards.
• Data Protection & Privacy: We implement comprehensive data protection measures, including end-to-end encryption for sensitive voice and collaboration data in transit and at rest. Our data handling policies are designed to comply with global privacy regulations, ensuring data minimization, purpose limitation, and transparent processing.
• Access Controls: Aura employs a least-privilege access model for all internal systems and client environments. This includes role-based access control (RBAC), multi-factor authentication (MFA) for administrative access, and regular access reviews to prevent unauthorized data access or system manipulation.
• Audit Capabilities: Our platforms are engineered with robust logging and monitoring capabilities. This enables detailed audit trails of system activities, user actions, and security events, which are crucial for forensic analysis, compliance reporting, and proactive threat detection. Clients can access relevant audit logs for their specific services to support their internal compliance requirements.
• Vendor Security Management: For services involving third-party integrations, Aura conducts thorough vendor security assessments to ensure that our partners adhere to comparable security and compliance standards, maintaining the integrity of the end-to-end communication solution.