Avaya Expands Monitoring Capabilities With ITNavigator Purchase

**Editor’s Note: Please click here for a recap of the biggest channel-impacting mergers in Q2 2013.**

Avaya, in the midst of a self-described retooling from legacy hardware company to software and services provider (not unlike Polycom’s ongoing transformation), has purchased a firm that specializes in cloud-based reporting and management platforms.

Avaya aims to add those functionalities to its contact center and Collaborative Cloud portfolios, and is doing so thanks to the acquisition of Tel Aviv-based ITNavigator. (ITNavigator already served as the OEM provider of Avaya Contact Center Control Manager.) Now, adding ITNavigator’s social media and other monitoring capabilities to more Avaya products will help end users elevate their brand identities, Avaya said.

For example, on the social media side, Avaya will combine its management platform with ITNavigator’s, so end users will be able to respond more ably and quickly to Facebook posts and Twitter messages, for instance, about their brands. ITNavigator’s technology also gathers data from CRM, billing and other systems, which will allow organizations to expand their reporting and monitoring tools. There also are integrations in place for Avaya’s cloud and UC products.

The acquisition closed on Tuesday; ITNavigator now is a wholly owned subsidiary of Avaya. Financial terms were not revealed, as both companies are privately held.

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