|By Marketwired .||
|January 28, 2014 08:45 AM EST||
SANTA CLARA, CA -- (Marketwired) -- 01/28/14 --
- Avaya IP Office Contact Center extends Avaya innovation in customer experience management to midsize businesses with the simplicity and value they require
- Supporting 5 - 100 contact center agents, IP Office Contact Center enables blended multichannel capabilities that improve customer experiences and agent efficiency
- Built on the proven Avaya IP Office software platform as part of a comprehensive solution from a single source
Avaya today announced Avaya IP Office Contact Center to bring affordable, multichannel contact center functionality to midsize businesses. Purpose-built for the Avaya IP Office platform to enable voice, email and chat capabilities for contact centers with 5 -100 agents, Avaya IP Office Contact Center provides midsize businesses with Avaya's expertise in customer experience management in a solution that is flexible, easy to use, maintain and administer.
A contact center offers valuable benefits to any size company by making it easier for customers to access information and resources. Customers want a low-effort, effective service experience through any channel they wish to use: An Avaya survey demonstrated that more than 80 percent of people are likely to continue doing business with a company that provides a good experience, but 66 percent of consumers are likely to stop spending money with a company as a result of a bad one.
For midmarket companies, however, smaller budgets and limited IT resources have challenged their ability to find true, multichannel contact center solutions that fit their needs for affordability and low-risk integration, as well as ease of deployment and management.
Avaya IP Office Contact Center blends the expertise gained through 50,000 contact center deployments covering more than six million agents with the company's growing command of the midmarket. With Avaya IP Office Contact Center, midsize companies can now simply and effectively manage inbound and outbound multichannel customer interactions.
Designed to work as an integral part of Avaya IP Office 9.0 platform that offers rich unified communications and video collaboration, Avaya IP Office Contact Center offers:
- Support for multichannel inbound and outbound contacts (voice, email, chat)
- A superior agent interface to rapidly access to customer information
- Call recording for every agent and flexible reporting
- Flexible deployment options -- a dedicated server or in a virtualized environment
- Highly competitive pricing suited for midsize businesses
- Deployment in hours, with fewer steps than competitive solutions
- Easy set-up, maintenance, and management
- IP Office Software Support
Avaya IP Office Contact Center enables Avaya Connect channel partners to sell more complete solutions to a broader group of customers.
Avaya IP Office Contact Center will be available in the U.S., Canada, U.K., Australia, New Zealand, and India on February 28, 2014.
"Contact center capabilities are highly beneficial for building and maintaining customer relationships. Until now, however, complexity and cost put these capabilities out of the reach of many small and midsize businesses. With our new Avaya IP Office Contact Center, we've recognized and addressed that different size contact centers tend to have different requirements. This purpose-built multichannel solution is a combination of the robust features these customers need, with the simplicity and value they've come to expect from IP Office."
Mark Monday, vice president and general manager, Collaboration Platforms
"Traditional 'call center' solutions can't support the demand for multichannel contact options, such as email and web chat. That said, complexity and cost can be barriers for midsize companies. Avaya IP Office Contact Center enables us to offer new and existing IP Office customers a comprehensive feature set at an affordable price. With just a few part numbers it is simple to configure and installs quickly and easily. Now our customers are able to serve their customers -- faster, efficiently and affordably. "
Craig Allan, COO, Mountain West Telecom
"Midsize firms have a real challenge when it comes to maintaining effective customer contact. They don't have the close relationships with their customers that the smallest firms have and they lack the resources that the largest firms have in building expensive comprehensive contact centers. Avaya IP Office Contact Center brings to midsize firms the key capabilities they need to provide the personal contact support that customers look for. In particular the multichannel capability means that a firm can engage with customers in the ways they prefer -- voice, email, or chat. That's the starting point for any successful customer interaction."
Ray Boggs, VP SMB Research, IDC
Tags: Avaya, IP Office, midsize business, contact center, customer experience management, CEM, virtualization, SMB, midmarket, channel
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
Avaya Media Contact:
Redis is not only the fastest database, but it is the most popular among the new wave of databases running in containers. Redis speeds up just about every data interaction between your users or operational systems. In his session at 19th Cloud Expo, Dave Nielsen, Developer Advocate, Redis Labs, will share the functions and data structures used to solve everyday use cases that are driving Redis' popularity.
Jul. 27, 2016 04:30 PM EDT Reads: 1,610
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.
Jul. 27, 2016 04:30 PM EDT Reads: 1,846
Big Data, cloud, analytics, contextual information, wearable tech, sensors, mobility, and WebRTC: together, these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at @ThingsExpo, Erik Perotti, Senior Manager of New Ventures on Plantronics’ Innovation team, provided an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it ...
Jul. 27, 2016 04:30 PM EDT Reads: 157
To leverage Continuous Delivery, enterprises must consider impacts that span functional silos, as well as applications that touch older, slower moving components. Managing the many dependencies can cause slowdowns. See how to achieve continuous delivery in the enterprise.
Jul. 27, 2016 04:18 PM EDT Reads: 106
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
Jul. 27, 2016 04:15 PM EDT Reads: 1,101
Extracting business value from Internet of Things (IoT) data doesn’t happen overnight. There are several requirements that must be satisfied, including IoT device enablement, data analysis, real-time detection of complex events and automated orchestration of actions. Unfortunately, too many companies fall short in achieving their business goals by implementing incomplete solutions or not focusing on tangible use cases. In his general session at @ThingsExpo, Dave McCarthy, Director of Products...
Jul. 27, 2016 04:00 PM EDT Reads: 1,733
Is your aging software platform suffering from technical debt while the market changes and demands new solutions at a faster clip? It’s a bold move, but you might consider walking away from your core platform and starting fresh. ReadyTalk did exactly that. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, will discuss why and how ReadyTalk diverted from healthy revenue and over a decade of audio conferencing product development to start an innovati...
Jul. 27, 2016 04:00 PM EDT Reads: 1,048
"Software-defined storage is a big problem in this industry because so many people have different definitions as they see fit to use it," stated Peter McCallum, VP of Datacenter Solutions at FalconStor Software, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 27, 2016 04:00 PM EDT Reads: 1,514
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, discussed the importance of WebRTC and how it enables companies to focus...
Jul. 27, 2016 03:30 PM EDT Reads: 961
StackIQ has announced the release of Stacki 3.2. Stacki is an easy-to-use Linux server provisioning tool. Stacki 3.2 delivers new capabilities that simplify the automation and integration of site-specific requirements. StackIQ is the commercial entity behind this open source bare metal provisioning tool. Since the release of Stacki in June of 2015, the Stacki core team has been focused on making the Community Edition meet the needs of members of the community, adding features and value, while ...
Jul. 27, 2016 01:45 PM EDT Reads: 431
Deploying applications in hybrid cloud environments is hard work. Your team spends most of the time maintaining your infrastructure, configuring dev/test and production environments, and deploying applications across environments – which can be both time consuming and error prone. But what if you could automate provisioning and deployment to deliver error free environments faster? What could you do with your free time?
Jul. 27, 2016 01:30 PM EDT Reads: 259
Using new techniques of information modeling, indexing, and processing, new cloud-based systems can support cloud-based workloads previously not possible for high-throughput insurance, banking, and case-based applications. In his session at 18th Cloud Expo, John Newton, CTO, Founder and Chairman of Alfresco, described how to scale cloud-based content management repositories to store, manage, and retrieve billions of documents and related information with fast and linear scalability. He addres...
Jul. 27, 2016 01:00 PM EDT Reads: 1,187
SYS-CON Events announced today the Kubernetes and Google Container Engine Workshop, being held November 3, 2016, in conjunction with @DevOpsSummit at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA. This workshop led by Sebastian Scheele introduces participants to Kubernetes and Google Container Engine (GKE). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, students learn the key concepts and practices for deploying and maintainin...
Jul. 27, 2016 12:15 PM EDT Reads: 838
The competitive landscape of the global cloud computing market in the healthcare industry is crowded due to the presence of a large number of players. The large number of participants has led to the fragmented nature of the market. Some of the major players operating in the global cloud computing market in the healthcare industry are Cisco Systems Inc., Carestream Health Inc., Carecloud Corp., AGFA Healthcare, IBM Corp., Cleardata Networks, Merge Healthcare Inc., Microsoft Corp., Intel Corp., an...
Jul. 27, 2016 12:00 PM EDT Reads: 1,036
Cloud analytics is dramatically altering business intelligence. Some businesses will capitalize on these promising new technologies and gain key insights that’ll help them gain competitive advantage. And others won’t. Whether you’re a business leader, an IT manager, or an analyst, we want to help you and the people you need to influence with a free copy of “Cloud Analytics for Dummies,” the essential guide to this explosive new space for business intelligence.
Jul. 27, 2016 12:00 PM EDT Reads: 857