Welcome!

Blog Feed Post

Avaya Extends Contact Centre Expertise to Midsize Businesses

  • 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 centre 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

Guildford, UK - 28 January, 2014 - Avaya today announced Avaya IP Office Contact Center to bring affordable, multichannel contact centre functionality to midsize businesses. Purpose-built for the Avaya IP Office platform to enable voice, email and chat capabilities for contact centres 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 centre 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 per cent of people are likely to continue doing business with a company that provides a good experience, but 66 per cent 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 centre 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 centre 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 virtualised 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 28 February, 2014.

Quotes
"Contact centre 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 recognised and addressed that different size contact centres 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 centre' 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 centres. 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

About Avaya:
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.

Follow Avaya
Twitter: https://twitter.com/avaya
Facebook: http://www.facebook.com/avaya
YouTube: http://www.youtube.com/Avayainteractive
LinkedIn: http://www.linkedin.com/company/1494

Avaya Media Contact:
Emilie Bernoux
P: +44 207 306 9000
[email protected]

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

Latest Stories
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
With over 720 million Internet users and 40–50% CAGR, the Chinese Cloud Computing market has been booming. When talking about cloud computing, what are the Chinese users of cloud thinking about? What is the most powerful force that can push them to make the buying decision? How to tap into them? In his session at 18th Cloud Expo, Yu Hao, CEO and co-founder of SpeedyCloud, answered these questions and discussed the results of SpeedyCloud’s survey.
SYS-CON Events announced today that Isomorphic Software will exhibit at DevOps Summit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, cutting-edge enterprise web applications for desktop and mobile. SmartClient combines the productivity and performance of traditional desktop software with the simp...
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Actian Corporation has announced the latest version of the Actian Vector in Hadoop (VectorH) database, generally available at the end of July. VectorH is based on the same query engine that powers Actian Vector, which recently doubled the TPC-H benchmark record for non-clustered systems at the 3000GB scale factor (see tpc.org/3323). The ability to easily ingest information from different data sources and rapidly develop queries to make better business decisions is becoming increasingly importan...
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
Kubernetes, Docker and containers are changing the world, and how companies are deploying their software and running their infrastructure. With the shift in how applications are built and deployed, new challenges must be solved. In his session at @DevOpsSummit at19th Cloud Expo, Sebastian Scheele, co-founder of Loodse, will discuss the implications of containerized applications/infrastructures and their impact on the enterprise. In a real world example based on Kubernetes, he will show how to ...
Traditional on-premises data centers have long been the domain of modern data platforms like Apache Hadoop, meaning companies who build their business on public cloud were challenged to run Big Data processing and analytics at scale. But recent advancements in Hadoop performance, security, and most importantly cloud-native integrations, are giving organizations the ability to truly gain value from all their data. In his session at 19th Cloud Expo, David Tishgart, Director of Product Marketing ...
As the world moves toward more DevOps and Microservices, application deployment to the cloud ought to become a lot simpler. The Microservices architecture, which is the basis of many new age distributed systems such as OpenStack, NetFlix and so on, is at the heart of Cloud Foundry - a complete developer-oriented Platform as a Service (PaaS) that is IaaS agnostic and supports vCloud, OpenStack and AWS. Serverless computing is revolutionizing computing. In his session at 19th Cloud Expo, Raghav...
SYS-CON Events announced today Telecom Reseller has been named “Media Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Telecom Reseller reports on Unified Communications, UCaaS, BPaaS for enterprise and SMBs. They report extensively on both customer premises based solutions such as IP-PBX as well as cloud based and hosted platforms.
Aspose.Total for .NET is the most complete package of all file format APIs for .NET as offered by Aspose. It empowers developers to create, edit, render, print and convert between a wide range of popular document formats within any .NET, C#, ASP.NET and VB.NET applications. Aspose compiles all .NET APIs on a daily basis to ensure that it contains the most up to date versions of each of Aspose .NET APIs. If a new .NET API or a new version of existing APIs is released during the subscription peri...
SYS-CON Events announced today that StarNet Communications will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. StarNet Communications’ FastX is the industry first cloud-based remote X Windows emulator. Using standard Web browsers (FireFox, Chrome, Safari, etc.) users from around the world gain highly secure access to applications and data hosted on Linux-based servers in a central data center. ...
Smart Cities are here to stay, but for their promise to be delivered, the data they produce must not be put in new siloes. In his session at @ThingsExpo, Mathias Herberts, Co-founder and CTO of Cityzen Data, will deep dive into best practices that will ensure a successful smart city journey.
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
The 19th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Digital Transformation, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportuni...