Avaya has updated the company's contact centre platform to enable midsize businesses to rise above the competition.
The IP Office Contact Centre 10 is the latest version of Avaya's module for IP Office which adds contact centre capabilities. The company says the aim of the update is to lower costs and improve contact centre efficiency for midsized businesses.
The update will help midsize companies quickly and easily define and deploy an omnichannel strategy that encompasses the entire customer journey - from proactive, outbound capabilities, multi-channel self and assisted service, through real-time and historical reporting and integration with CRM packages, it adds.
Midmarket companies in Africa, Middle East and Europe region face the same challenges as larger enterprises to deliver the experiences that customers in today's digital world take for granted, says Khalid Khan, mid-market director at Avaya Asia, Middle East and Africa.
Customer expectations continue to rise and change, requiring companies to develop a far broader set of capabilities for their customer interactions, says Karen Hardy, vice president, Avaya Customer Engagement Solutions. "To be successful today, midsize businesses must be able to respond swiftly, efficiently and accurately to their customers no matter which channel of interaction - or combination of channels - customers choose."
Today's business environment is a competitive and dynamic landscape that necessitates innovation in communications and collaboration, says Fadi Moubarak, channel leader for Avaya Europe, Asia, the Middle East and Africa in a blog.
"Customers have changed how they approach, purchase, and deploy information and communications technology and we've changed how we sell to customers. Simply put, customers are requesting as much agility in their solutions and infrastructures as they require functionality, if not more."
Hardy says the new features in Avaya IP Office Contact Centre 10 help contact centres quickly define and deploy their customer service strategy to proactively manage the entire customer lifecycle with the simplicity, flexibility and tools needed to improve the quality of customer interactions."
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