The Avaya Aura® Contact Center software allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care. It facilitates communication via voice and multimedia channels, so businesses can deliver service on their customers’ own terms. This call center technology solution uses SIP along with standard SOA and Web-services interfaces to provide maximum flexibility. It helps organizations better anticipate customer needs and offers advanced functionality to quickly, efficiently and cost effectively satisfy those needs. The result is a contact center that consistently delivers a unified, efficient and highly personalized customer contact experiences that build brands and enhance loyalty. The software’s multimedia capabilities facilitate routing of communications via voice, E-mail, instant messaging and more. Context preservation allows employees to better anticipate customer needs, improving first-contact resolution. Powerful desktop software allows agents to simultaneously handle multiple contacts and quickly access customer context information. Suite of easy-to-use administration tools reduce complexity and lower implementation overhead. Open standards and a SIP-based architecture simplify development and integration of new functionality. And a low server footprint increases agility while offering room for growth. The software features real-time shadowing and automatic switchover for all core components, with zero-touch recovery.