Avaya to Assault SME Market with CIE Contact Centre Application

Avaya has today launched Customer Interaction Express, a brand new full-featured contact center software suite built expressly for small and medium enterprises. Customer Interaction Express 1.0 (CIE), with simple integration and implementation, handles all incoming and outgoing customer transactions across multiple media channels, including phone, e-mail, fax and SMS. The solution also offers sophisticated call routing and reporting capabilities, enabling corporations from 100 to 1,000 employees with contact centers from 20 to 150 agents to deliver consistent service to customers from multiple locations.

Customer Interaction Express is the first Avaya contact center solution that has been developed in EMEA with especially Avaya’s EMEA customer needs in mind, and delivers the following additional capabilities:

Outbound Campaign Management: Outgoing telemarketing and customer interaction campaigns can be automated and reported on from within the application.

Sophisticated Routing System: Incoming communication is routed to match contact agent skills with customer needs, regardless of customer contact method or agent location in a call center, headquarters or branch office.

Automated Self Service: Interactive voice response capabilities, speech recognition and text-to-text give mid-sized enterprises an affordable and integrated portal for customer self-service.

Advanced Reporting Capabilities: 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 customers to slowly build on capabilities and license numbers as needs arise. Begin with a single contact channel, for example, and integrate reporting and other functionality across multiple media channels and additional agents as business grows.

“Customer Interaction Express demonstrates Avaya’s focused effort on the SME market by offering those customers a full-fledged multimedia contact center solution,” says Sven Fischer, Senior Manager Mid Market Contact Center Product Management, Avaya. “Unlike many offerings for the mid-market, which are often watered-down versions of a large enterprise product stripped of functionality, CIE offers customers complex functionality in an easy-to-integrate software solution.” That simple integration is a result of Avaya’s drive to offer stand alone software solutions to all markets, and CIE is the company’s first solution delivering complete contact center functionality via a software-only model.

CIE is a natural evolution of the Avaya BCC technology, a proven contact center solution deployed in more than 2,200 EMEA mid-market contact centers. In adding new functionality and enhancing the user experience to the solution, CIE is the logical migration path for customers already utilising BCC solutions. CIE also presents a new opportunity for Avaya BusinessPartners, creating an avenue for increasing offerings and revenue via the SME market. Built on standard platforms, with straight-forward pricing, repeatable deployments, and functionality for a wide range of customer needs, CIE is an ideal packaged solution for Avaya partners that provide a single sales source for enterprises with multiple telephony requirements.

Pricing and Availability
Customer Interaction Express is immediately available in EMEA in English, German and French editions. Italian, Spanish and Portuguese versions will ship in March 2007, while CIE will be available globally during the first half of 2007.

CIE pricing starts at 17,000 Euro (software only, calculated at list) and is available in a range of functionality and seat licensing options. Avaya also offers several standard CIE bundles and packages with varying price levels to meet the needs of SMEs with unique requirements.