Avaya Releases Latest Mid-Market Product

Simon Culmer

Avaya has announced Avaya Contact Centre Select, the latest addition to its customer experience management solutions for midsized businesses.

Midsize companies are often challenged to provide multichannel customer care with technologies typically built for larger enterprises. Avaya claims to fill 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 Centre Select is the first of a new category of products from Avaya — enterprise-class solutions that are optimised for the midmarket and work with the Avaya IP Office Platform. Avaya Contact Center Select is based on 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 Centre Select is expected to be generally available globally in June 2014 through Avaya channel partners. Avaya Contact Centre 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 Centre Select is the second Avaya contact centre solution for IP Office to be announced since the beginning of the year. Avaya IP Office Contact Center offers multichannel capabilities for 5-100 agents.

Simon Culmer, Managing Director, Avaya UK stated “Customers’ needs and expectations don’t change simply because of the size of a business. Many midsize companies 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.”