·         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.