Avaya Contact Centre Express launches for medium-sized businesses

Communications specialist Avaya has announced the launch of Avaya Contact Centre Express, a complete multimedia contact centre solution designed solely for medium-sized businesses.

Says Alain Schram, managing director of Avaya sub-Saharan Africa: "The solution extends the advanced customer service capabilities of large enterprises to any medium-sized organisation, including complete multimedia interaction via voice, Web chat and e-mail and the ability to route interactions and customer data to the appropriately skilled agent. This translates into more efficient and productive interactions, helping medium-sized businesses drive superior customer service and sales in a cost-effective manner."

Avaya Contact Centre Express leverages Avaya`s global leadership in contact centres and IP telephony, providing a flexible mid-market solution that is easy to install and use. By offering simple integration between contact centre applications and business applications, organisations can reduce implementation costs significantly. The solution also lets mid-sized businesses tap IP networks to closely link distributed workers, and extend contact centre functions to agents in any location.

According to research company Frost & Sullivan, the growth in the mid-market sector is placing renewed challenges on contact centre operations serving these organisations. In the research firms opinion, SMEs need an integrated solution that can leverage the power of IP, and meet the needs of customers seeking 24x7 interaction via any medium, namely voice, e-mail or the Internet.

"Avaya Contact Centre Express improves productivity, consolidates reporting and enhances its sophisticated service offering. The solution is able to integrate inbound e-mail into the customer interaction process, along with the voice channel. It can automatically push customer e-mails to agents, and monitor the response rates, improving agent productivity, efficiency and customer satisfaction, while allowing supervisors to better track agent performance," adds Schram.

Avaya Contact Centre Express provides a full range of computer telephony integration (CTI) and intelligent routing capabilities, as well as desktop applications that support centralised configuration, easy-to-install access wizards and comprehensive reporting for all media channels. This makes it simple for mid-sized enterprises to rapidly implement contact centre applications, and allows for the centralised deployment of contact centre features without a large IT staff. Once installed, an administrator can introduce additional capabilities, such as outbound contact and extensive reporting of agent activity, meeting the needs of a business as it evolves.

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Avaya Contact Centre Express also delivers a significant return on investment, enabling organisations to cost-efficiently implement an end-to-end contact centre solution, while protecting existing IT purchases.

For example, it can integrate with traditional systems or an IP telephony platform based on Avaya Communication Manager, IP telephony software. Avaya Contact Centre Express also integrates with business applications such as Microsoft CRM and Microsoft Outlook software, further reducing implementation costs.

"Companies in the mid-market segment often have stringent cost savings and efficiency requirements, and Avaya Contact Centre Express directly addresses these. Through close integration of Avaya`s IP telephony software and contact centre applications, this solution helps enterprises maximise existing investments, while providing the security, reliability and scalability expected from an integrated contact centre solution. This delivers on our strategy to provide advanced contact centre capabilities to any type of business from small start-ups to large international businesses," ends Schram.

For organisations that need to further develop and customise their contact centre operations, Avaya Contact Centre Express also includes simple-to-use application development tools for enhanced customisation and integration.