Avaya Offers Enhancements To Contact Center Express

Customer Inter@ction Solutions, Aug 2005 by Kalinoski, Glenn J

Avaya Inc., a provider of business communications applications, systems and services, is targeting its new Contact Center Express enhancements at medium-sized businesses.

The software enhancements to Avaya Contact Center Express, which is tightly integrated with Microsoft applications, include a new Microsoft CRM connector that identifies incoming calls received by the contact center and provides an appropriate pop-up with customer history on an agent's screen. The Microsoft CRM connector also enables agents to click a button on their Microsoft CRM screen to place outgoing calls.

Contact Center Express now also handles and routes instant messages from customers using Microsoft Messenger. Other enhancements include simplified management tools, easier e-mail handling and spell-checking, greater customization capabilities and more detailed reporting. Contact Center Express provides a multichannel (inbound and outbound voice, e-mail, Web chat and Microsoft Messenger for instant messaging) contact center solution, with rich desktop interfaces for agents and supervisors.

Additionally, Avaya announced that preparations are underway in Germany to ready the converged voice and data infrastructure that will connect local FIFA organizers, stadiums, media, officials and thousands of volunteers during the 2006 FIFA World Cup. Avaya Inc. is the official converged communications provider of the 2006 FIFA World Cup. With Avaya products already in place in half of 2006 FIFA German Local Organizing Committee venue offices, the remaining six sites will be completed over the next month.

www.avaya.com