Our Services

Devoted to customer satisfaction and committed to quality, Blackbird provides a comprehensive suite of services geared toward today’s contact center environment, including implementation design validation, deployment, integration, testing, training, and configuration support. We focus on AES, Control Manager, Avaya and Verint Workforce Engagement/Optimization suite. Beyond implementation oriented services, we also provide system assessments, solution patching, license additions, upgrades, and troubleshooting support.

In a turn-key solution Blackbird can provision an HP server, stage it in our lab with OS, DB, and applications, apply licensing and base configurations, and ship it to the installation site for a single fixed price. Once the system is onsite we can remotely integrate it into the customer environment and Avaya infrastructure. Then test, train, and go-live.

As a systems integrator we have external relationships we can bring to the table to provide an expanded set of services to provide a more turn-key solution set with a single engagement through Blackbird. Those services include Avaya’s CCE, EMC, AACC, and CMS products.

Avaya Workforce Engagement (AWE)

• Implementation Services

  • Avaya Contact Recorder (ACRA)
  • Full-Time Screen Capture
  • Quality Monitoring (QM)
  • Thales KMS and Encryption
  • Central Replay Server
  • Performance Management Coaching
  • Basic Scorecards
  • Advanced Scorecards
  • Lesson Management
  • Enterprise Reporting
  • Workforce Management
  • Forecasting and Scheduling
  • Advanced Adherence
  • Time Off Manager
  • Strategic Planner
  • Archiving
  • Telephone Replay Server
  • Content Server
  • Shift Bidding
  • Shift Swap
  • Advanced Desktop Analytics
  • AWE/WFO Integration
    • Integration to Avaya CM
    • Integration to AES
    • Integration to AACC
    • Microsoft Active Directory
    • Proactive Contact “Dialer”

• Integration

  • Communication Manager settings specific to AWE
  • AES Configuration
  • Customer Desktop Configuration Assistance

• Pre & Post Install Technical Support

  • Quote
  • Design
  • Configuration

• Remote & On-Site Training

• Upgrade Services

  • License application
  • Solution expansion
  • Application upgrades
  • WFM data migration
  • Recording migration
  • CAM archive migration
  • Support for AWE during AES/CM/AACC upgrades

Avaya Aura Applications Enablement Services (AES)

  • Bundled Avaya AES software
  • Avaya OVA for virtual AES
  • WebLM
  • Services account creation
  • Switch Integration
  • Upgrades

Avaya Control Manager

  • Control Manager core application
  • Control Manager HA
  • ACM Connectors
    • CM, CMS, AES, AACC, EMC, 1XA, PC
    • AAM, MM, AEP, AIC, IQ, POM, SM, SES
    • AVP, ACR, QM, WFM, NICE, and more
  • Integration to Microsoft Active Directory
  • SPHERE (Visual Call Flow Designer)
  • Custom scripting
  • Training

Server Hardware & Provisioning Services

  • HP Server hardware
  • Staging Services for selected solutions
  • Linux, Windows, MS-SQL installation and configuration

Technical Project Management

  • Defined on engagement

Technical Support Services

  • Block-Of-Hours Consulting & Support
  • System Reconfiguration
  • System Move Support
  • Applying New Licenses
  • Maintenance Assistance
  • Systems Assessment
  • Software Patching
  • Technical Knowledge Transfer