Avaya Unveils Turnkey Solution

Call/ Contact Centre

Avaya has announced a new solution for mid-size contact centres that streamlines adoption, implementation and management of comprehensive outbound customer communications. Avaya Outbound Contact Express is a turnkey solution with all the hardware, software and support services needed for cost-effective, proactive customer experience operations.

Easy to set-up and maintain, Outbound Contact Express builds on Avaya’s proven, outbound customer experience management capabilities in a pre-integrated, all-in-one solution for the mid-size contact centre with 25-250 agents and up to 500 trunks. Compared to alternative, multi-vendor solutions, Outbound Contact Express reduces the time to service from a baseline of 30 days to one or two.

Avaya Outbound Contact Express uses industry leading call detection and advanced, patented predictive and preview dialling algorithms for more effective use of agent time and a lower cost per call to reach customers. In addition, a single contact for all maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions.

Outbound Contact Express includes:
•Administrative web client for defining campaigns
•Full featured, market leading dialler with exceptional call detection accuracy
•Agent scripting to ensure consistent, successful customer interactions
•Reporting and call recording to ensure quality and compliance
•Avaya Speech Analytics to drive insight and improvement to agent performance and operations
•24×7 support and Expert ™ systems monitoring
•Software upgrade protection as well as optional parts support

“Establishing proactive customer experience operations has previously required companies to engage in a long, arduous process and with several vendors, and was often out of the reach of mid-sized operations. Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, need for highly effective operations.” commented Mark de la Vega, Vice President and General Manager, Contact Centre, Avaya.

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David Dungay

Editor - Comms Business Magazine
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