Thursday, 29 June 2017

Avaya unveils CEM solution for mid-size contact centres

Avaya
Tuesday 04 June 13

Avaya today 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…

Avaya today 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

24x7 support and Expert™ systems monitoring

Software upgrade protection as well as optional parts support

Avaya Outbound Contact Express leverages key, patented elements of Avaya’s portfolio of Outbound Contact Center solutions to provide comprehensive features and capabilities packaged to fit the specific needs and requirements of mid-size contact centres. Avaya’s Outbound and Proactive Experience Management solutions provide businesses with a complete, multichannel, agent and agent-less solution to support their outbound marketing, sales, service, and collections needs. Applications like Avaya Proactive Contact and Avaya Proactive Outreach Manager simplify execution of large scale outbound campaigns while ensuring businesses meet even the most strict regulatory compliance requirements.

Avaya Outbound Contact Express will be globally available this summer.

Quotes:
“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.”
--Mark de la Vega, Vice President and General Manager, Contact Centre, Avaya

“The typical contact centre operation is largely focused on being available through a variety of means when the customer is ready to initiate contact. But, there is tremendous value to adopting a proactive contact strategy that can alert customers and others when there is information they need to know. Single vendor, turnkey technology solutions make adopting a proactive strategy much more feasible, and can remove many of the hesitations that may prevent organizations from going down this path.”
--Ken Landoline, Principal Analyst, Current Analysis

“We see a significant opportunity for a comprehensive turnkey proactive contact solution for the mid-size contact centre. This is a largely underserved market due to the complexity and cost of traditional, multi-vendor solutions. We believe Advantel customers will be as excited about Avaya Outbound Contact Express as we are.”
--Dan Ferguson, President and CEO, AdvanTel


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