Avaya today announced Avaya Contact Center Select, the latest addition to its customer experience management solutions for midsized businesses. Avaya Contact Center Select offers sophisticated, multichannel contact center capabilities with the simplicity needed by a midsize organization.
Findings of a recent Avaya survey reveal that organizations of all sizes across Asia Pacific that have adopted good Customer Experience Management (CEM) strategies have witnessed profit changes in the last 12 months, with 64 percent acknowledging an increase in loyalty.
With fewer resources than their large-sized counterparts, midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. Avaya fills the gap in purpose-built midmarket communications and collaboration solutions to enable both mid and large enterprises to equally address the needs of their most strategic assets: their customers.
Avaya Contact Center Select is the first of a new category of products from Avaya — enterprise-class solutions that are optimized for the midmarket and work with the Avaya IP Office™ Platform. Avaya Contact Center Select is based on industry-leading Avaya Aura® Contact Center and provides:
- Multichannel support – voice, email, web chat, SMS and fax
- Scalability for 30-250 agents
- Inbound and preview / progressive outbound
- Support for local or remote agents
- Skills-based routing
- Supervisors, reporting (real-time and historical), recording tools
- Support for virtualized VMware environments
- Support for G14 countries’ languages
Avaya Contact Center Select is expected to be generally available globally in June 2014 through Avaya channel partners. Avaya Contact Center Select software starts at $18,958 with 30 voice agent licenses, a multimedia license, and a supervisor license. Additional licenses are available on a per agent basis.
Avaya Contact Center Select is the second Avaya contact center solutions for IP Office to be announced since the beginning of the year. Avaya IP Office Contact Center offers multichannel capabilities for 5-100 agents.
Led by the flagship Avaya IP Office Platform, Avaya’s midmarket portfolio offers one of the most comprehensive portfolios of communication and collaboration solutions on the market. In addition to the contact center solutions, the portfolio includes video collaboration, mobility, security and networking solutions.
JOHNSON VARKEY, DIRECTOR, CONTACT CENTER SALES, India and SAARC, Avaya said“Customers’ needs and expectations don’t change simply because of the size of a business. Many midsize companies throughout India have the same customer experience aspirations as large enterprises, but with limited resources. Avaya Contact Center Select and Avaya IP Office Contact Center provide the multichannel capabilities, simplicity and affordability they need in a set of solutions built just for them.”
