Avaya Debuts New Contact Center Solution for Midsize Enterprises

Avaya announces the release of Outbound Contact Express, a contact center solution designed to meet the needs of small and midsize enterprises. The new contact center product has hardware, software, and support services for call centers consisting of 25 to 250 agents and up to 500 trunks. Outbound Contact Express is best suited for collections and telemarketing purposes, according to Avaya.

Avaya also claims that Outbound Contact Express deploys in one or two days instead of the usual deployment period of more than 30 days required for multi-vendor solutions.

Avaya mentions the new contact center solution’s low acquisition cost, low cost per call in connecting with customers, and relatively low operational costs as the platform enables a single contact for all maintenance and support needs.

Other pre-integrated features of Outbound Contact Express include dialer, agent scripting, call reporting, call recording, 24x7 support and systems monitoring, and software upgrade protection. In addition, Avaya Speech Analytics is touted to help enhance agent performance and operations.

Outbound Contact Express will be made globally available this summer and will be sold through channel partners.

“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,” said Mark de la Vega, vice president and general manager for contact center at Avaya. (KOM) Link. Link.