- Software-Only solution extends market-leading Avaya Contact Center
capabilities to midsize firms
- Customer Interaction Express delivers simple integration and flexible
BASKING RIDGE, N.J., April 17 /CNW/ -- Avaya Inc. (NYSE: AV), a global
leader in business communications applications, systems and services, today
announced global availability of Avaya Customer Interaction Express, a
full-featured contact center software suite built expressly for midsize
businesses. Designed using common industry standards, Customer Interaction
Express works with virtually any communications system, including Avaya
Communication Manager, to help simplify integration and implementation. The
solution handles all incoming and outgoing customer transactions across
multiple media channels, including phone, e-mail, fax and text messaging for
mobile devices. With sophisticated call routing and reporting capabilities,
Avaya Customer Interaction Express enables corporations with up to 150 contact
centers agents at multiple locations to use Intelligent Communications to
deliver consistent, personalized service to customers.
"Customer service plays a key role in gaining competitive advantage, and
companies of all sizes recognize the benefits of enhancing customer care
operations," said Mona Sultan, analyst at Datamonitor. "Market trends toward
advanced service technologies, including self-service and multimedia, can be
expected to continue across industries and business market segments."
Avaya Customer Interaction Express, along with Avaya Meeting Exchange
Express conferencing solution, also announced today, are sophisticated
software applications that extend the capabilities of Avaya's portfolio for
midsize businesses, which currently includes Avaya IP Office, Avaya
MultiVantage Express and other Avaya Communication Manager-based offerings.
Customer Interaction Express delivers the following capabilities in an
integrated, all-in-one software suite:
-- Advanced Routing: Managing inbound communications effectively helps
increase sales and customer satisfaction while reducing costs.
Incoming communications are routed to the agent with the best skills to
meet each customer request, regardless of the contact method or agent
location in a contact center, headquarters or branch office.
-- Automated Self Service: Access to important information and transaction
capabilities 24 hours a day, from any phone, makes it easier for
customers to do business with a company. Interactive voice response
capabilities, speech recognition and text-to-speech give mid-sized
enterprises affordable and integrated solutions for customer self-
-- Outbound Campaign Management: Companies can proactively contact
customers with order updates, status reports and other information that
helps increase satisfaction and accelerate revenue generation.
Outgoing marketing and customer retention campaigns can be automated
and reported on from the application.
-- Reporting Capabilities: Comprehensive reporting enables businesses to
understand opportunities to improve service, optimize sales and enhance
operations through more effective use of resources. Powerful but
simple-to-use reporting tools give real-time and historical insight
into customer interactions. Regardless of contact channel, all
reporting can be smoothly deployed inside a single system, with the
option of additional database integration.
-- Flexible and Scalable Upgrades: Incremental licensing allows companies
to add capabilities and software licenses as needs arise. Begin with a
single contact communications channel, for example, and integrate
reporting and other functionality across multiple media channels and
additional agents as the business grows.
While developing the product, Avaya worked closely with midsize customers
in Europe, including Schoenherr Bindesysteme, Seevetal, Germany and SMS
Schleinig Marketing Service GmbH in Frankfurt, Germany, to deploy and test the
solution in real-world environments. "As a specialized mail order company for
professional presenting and effective organizing, absolute top-class customer
service is critical to our business success. Our order and service center is
the core of that," says Reiner Kreutzmann, managing director of
www.schoenherr.de. "Avaya's Customer Interaction Express is a very good
choice, because it's an excellent product solution to best meet our high
standards, even in peak times."
"Avaya Customer Interaction Express combines all important inbound and
outbound functionality that we require in our contact center on a single,
software-based platform," adds Swen Berbett, technical director at SMS
Schleinig Marketing Service GmbH. "This compact but comprehensive solution can
be centrally administered and monitored, enables maximum flexibility for our
staff work environments, and increases customer service levels and customer
Customer Interaction Express also presents a new opportunity for Avaya
channel partners, creating an avenue for increasing offerings and revenue via
the small and midsize enterprise market. Built on standard platforms, with
straight-forward pricing, repeatable deployments, and functionality for a wide
range of customer needs, Customer Interaction Express is an ideal packaged
solution for an Avaya channel partners, such as a member of the Avaya
Authorized BusinessPartner program, that wishes to provide a single sales
source for enterprises with extensive telephony requirements.
"Customer Interaction Express demonstrates Avaya's commitment to help
midsized business achieve the benefits of Intelligent Communications by
offering a full-fledged multimedia contact center solution that rivals the
capabilities of larger companies," said Jim Smith, Avaya vice president and
general manager, Customer Service Applications Division. "Unlike many
offerings for the midmarket, which are often watered-down versions of products
designed for large enterprises, Customer Interaction Express offers customers
comprehensive functionality in an easy-to-integrate software solution."
Customer Interaction Express is available globally, with a range of
capabilities to meet the needs of small and mid-sized enterprises with unique
requirements. More information is available at http://www.avaya.com/, or ask
an Avaya BusinessPartner for additional details about Customer Interaction
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500(R), use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications-Enabled Business Processes. Avaya Global Services
provides comprehensive service and support for companies, small to large. For
more information visit the Avaya Web site, www.avaya.com.
For further information:
For further information: Media, Mary Thiele, +1-908-953-6152,
firstname.lastname@example.org, or Investors, Matt Booher, +1-908-953-7500,
email@example.com, both of Avaya Inc. Web Site: http://www.avaya.com/