Avaya Aims At Mid-Size Contact Center

Krapf, Eric
December 2004
Business Communications Review;Dec2004, Vol. 34 Issue 12, p60
Trade Publication
This article discusses various issues related to a new product introduced by Avaya Inc. The product is Contact Center Express, a version of the Web application aimed at medium-sized enterprises. Avaya is betting heavily on call centers, and in its most recent announcement, the company is moving down market of the world. As a result, the company recently debuted Contact Center. Building on the existing IP telephony and call routing and reporting capabilities of Communications Manager, Avaya's IP telephony software, the new Contact Center Express adds multimedia contact features, so that e-mail, Web chat, and preview outbound can all be integrated together. The product is easy to deploy. According to Laurence Byrd, director of communications applications, Avaya Inc., the components of the product are Microsoft Windows. Another area where Avaya tried to keep it simple was in computer-telephony integration (CTI) capabilities. According to Byrd, CTI has always been complicated. Avaya is embedding the CTI capabilities within Contact Center Express, in terms of how it integrates with Communications Manager. Avaya is removing complexity.


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