Avaya`s computer telephony integration advances SMEs 15 seconds closer to improved customer service

Avaya Inc, a global leader in corporate networking solutions and services, has introduced INDeX CT Components, a new plug-and-play application that immediately identifies incoming calls and "pops-up" all the caller`s relevant information on the computer screen of the person taking the call.

Avaya`s CT Components application is designed to fit the requirements of smaller businesses by enabling all their customer-facing staff to benefit from having their customers` details at their fingertips, with or without a dedicated call centre. CT Components allows businesses of all sizes using Avaya`s INDeX enterprise communications server to benefit from this advanced customer service application, quickly and easily, and without costly integration fees. It is an easy-to-install addition to INDeX, Avaya`s award-winning communications server for small-and-medium sized enterprises (SMEs.)

The ability for customer-facing staff to immediately identify inbound calls not only increases their effectiveness in dealing with customers, but reduces the time spent on each call by several seconds. Over the course of hundreds of inbound calls, several hours of lost productivity can be re-gained.

"It is as easy to get your people up and running as it is to give them a telephone extension. What`s more, by using the screen-popping feature which the new CT Components provides, a company can save 15 seconds per call. Over only a thousand calls, that adds up to over four hours. That increased productivity and time-efficiency could allow customers to realise a pay-back period of only a few months," said Andrew Saunders, director of product management for Avaya Global SME solutions. "Because it is so easy to install and use, CT Components can help expanding companies to keep an eye on costs and still improve their customer service."

CT Components offers plug-and-play integration with leading contact management and Customer Relationship Management (CRM) applications. Even if the company has written its own bespoke business application, the time required to integrate that application with CT Components is typically no more than half a day.