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Avaya Contact Center Express

Avaya Contact Center Express is the multi-channel (voice, email, web chat and MSN, AOL and SMS messaging) contact center solution designed for medium-sized businesses. It consists of easy-to-use applications and a framework of server components that can be used to CTI-enable existing solutions, or build new applications. Avaya Contact Center Express leverages existing investments because it was designed to further enhance Avaya contact centres by integrating resident capabilities of Avaya Communication Manager and Call Centre solutions with customer data, applications, and processes. It is easy to implement and simple to use and maintain. In fact, new Agent Rules and Routing Rules wizards can eliminate software development for system integration in many applications.

Part of the Contact Management portfolio in the Avaya Customer Interaction Suite, Avaya Contact Center Express provides a solution for many of the enhanced requirements in today's contact centers that have traditionally been considered expensive and time consuming to implement.

Business Benefits

• Avaya Contact Center Express Leverages existing Avaya communications equipment and common industry standards to minimize incremental resource needs.
• Avaya Contact Center Express Allows contact centers to maximize the value of every call by delivering consistent, personalized service and identifying cross-selling and upselling opportunities.
• Avaya Contact Center Express Allows agents to handle inbound and outbound contacts quickly and accurately.
• Avaya Contact Center Express Enables supervisors to provide operational oversight of agents' performance.
• Avaya Contact Center Express Enables comprehensive reporting and analytics with Call Management System, Call Management System Reports, Basic Call Management System Reports, and Interaction Data Server (IDS) Data Repository.

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