Avaya Unveils Midsize Contact Center Outbound Communication SolutionAvaya Unveils Midsize Contact Center Outbound Communication Solution
Unified communications and business collaboration provider Avaya has a new turnkey solution that enables midsize contact centers to pre-emptively oversee the customer experience by managing the associated processes, resources and technologies.
June 5, 2013
Unified communications and business collaboration provider Avaya has taken the wraps off a new turnkey solution that enables midsize contact centers to pre-emptively oversee the customer experience by managing the associated processes, resources and technologies.
Called Outbound Contact Express, the Avaya solution is a pre-integrated, all-in-one answer housing the required hardware, software and services needed to drive cost-effective customer experience operations for midsize contact centers with 25 to 250 agents and up to 500 trunks. The solution is an abridged version of Avaya’s Outbound Contact Center portfolio, geared to fit the specific needs and requirements of midsize contact centers, Avaya said.
Avaya is positioning it as a favorable alternative to multi-vendor solutions, especially because it reduces deployment time for service from an average of 30 days to one or two days. That is likely to make the solution most attractive to companies on a limited budget or with constrained IT resources and a good fit for channel partners as well.
The Outbound Contact Express solution uses innovative call detection and advanced, patented predictive and preview dialing algorithms to make more effective use of agent time and to lower costs per call to reach customers, Avaya said.
Outbound Contact Express features include:
Administrative web client for defining campaigns
Full-featured dialer with call detection accuracy
Agent scripting for consistent, successful customer interactions
Reporting and call recording to ensure quality and compliance
Avaya Speech Analytics to drive insight and improvement to agent performance and operations
24×7 support and systems monitoring
Software upgrade protection and optional parts support
“Establishing proactive customer experience operations has previously required companies to engage in a long, arduous process and with several vendors, and was often out of the reach of midsized operations,” said Mark de la Vega, Avaya Contact Center vice president and general manager. “Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection needed for highly effective operations.”
The Avaya Outbound Contact Express will be available worldwide this summer.
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