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Avaya Debuts Contact Center Express

Avaya launched Avaya Contact Center Express, a multimedia contact center solution designed for medium-sized businesses. The solution extends the advanced customer service capabilities of large enterprises to any medium-sized organization, including complete multimedia interaction via voice, Web chat and e-mail -- and the ability to route interactions and customer data to the appropriately skilled agent.

Avaya Contact Center Express leverages Avaya's Internet Protocol telephony — a technology that transmits voice as data over a computer network. By offering simple integration between contact center applications and business applications, organizations can reduce implementation costs significantly. The solution also lets mid-sized businesses tap IP networks to closely link distributed workers, and extend contact center functions to agents in any location.

Avaya Contact Center Express provides a full range of computer telephony integration (CTI) and intelligent routing capabilities, as well as desktop applications that support centralized configuration, easy-to-install access wizards and comprehensive reporting for all media channels.

For more info, www.avaya.com