Flexible Software Enables Businesses to Intelligently Evolve Multi-Platform Call Centers into Multimedia, Multi- Site Contact Centers
FOR IMMEDIATE RELEASE:Wednesday, October 03, 2001
Basking Ridge, N.J. - Avaya Inc., (NYSE:AV), a global leader in corporate networking solutions and services, today introduced Avaya Interaction Center for customer relationship management (CRM), a flexible software solution that enables businesses to intelligently evolve multi-platform call centers to multimedia, multi-site contact centers.
“Avaya Interaction Center gives companies the power to intelligently and cost-effectively make decisions on how to do business in a multi-channel environment,” said Jim Smith, Avaya vice president, CRM Solutions. “This is part of Avaya’s strategy to provide businesses with flexible, scalable, reliable tools that offer enhanced service capabilities and work with equipment from a variety of vendors and over diverse locations.”
Avaya Interaction Center, part of the Interaction Management Solutions suite, is a comprehensive CRM suite that personalizes, automates, routes, manages, and reports on customer interactions across a variety of communications channels, including voice, e-mail, Web chat and browser-based collaboration. Companies can give their customers personalized service in a way that meets business goals; customers can select their most preferred and convenient option for contacting service, and customer service representatives automatically have the information and tools needed to treat each customer to professional, efficient service.
Avaya Interaction Center lets companies add communications channels to their multi-vendor networks as needed. Seamless integration of each channel, regardless of when it is added, provides agents and managers in any location with universal tools and data in an easy-to-use format.
“Avaya is demonstrating that it is leveraging its acquisitions and continuing to expand its CRM vision,” said Robert Mirani, industry analyst, Yankee Group. “Interaction Center is a full, multi-vendor, multi-channel contact center solution that builds on Avaya’s years of experience in customer service technology.”
Avaya Interaction Center is a modular solution that includes a variety of functional applications powered by the Avaya Interaction Engine, which enables the applications to work across multiple network platforms. The Avaya Interaction Center Manager provides managers with a single administration interface. Multi-channel applications such as Avaya Web Collaboration, Avaya Computer Telephony, and Avaya Email Management offer the ability to easily communicate with customers through the Web, the phone and through e-mail. Avaya Agent is a graphical user interface that presents all customer contact information across all communication channels in a simple format on the agent’s desktop screen for more rapid, accurate service.
Avaya Interaction Center provides broad platform support for Windows NT, Windows 2000 or Sun Solaris and for Microsoft SQL or Oracle databases. Additionally, Interaction Center provides telephony support for Siemens, Mitel, Aspect and Nortel switches, as well as Avaya’s Enterprise Class IP Solutions (ECLIPS), which include Avaya DEFINITYŇ Communications Servers and the IP 600. Avaya Interaction Center also supports interactive voice response systems (IVRs) from Avaya, Brooktrout and Edify.
Avaya Interaction Center is now available globally. The solution is priced from $500 - $3500 (U.S.D.) per concurrent agent for capabilities ranging from basic email management to the full, multi-channel package.
Avaya Interaction Management Solutions suite, which includes Interaction Center, offers integrated communications for self-service, inbound and outbound customer interactions. In addition to Interaction Management Solutions, Avaya’s CRM Solutions portfolio includes: Commitment Management Solutions that help companies meet customer commitments by distributing, tracking and measuring work within and beyond the enterprise; Business Intelligence Solutions that capture and present data from customer interactions and enterprise systems, helping companies to better know customers and optimize resources.
Avaya is a global market leader in customer contact center solutions and interactive voice response systems, with more than 20,000 customer care center customers and 500 multi-channel contact center customers worldwide.
About Avaya
Avaya, headquartered in Basking Ridge, N.J., is a leading global provider of communications solutions and services that help businesses, government agencies and other institutions - including more than 75 percent of the Fortune 500 - excel in the customer economy. Avaya offers Customer Relationship Management Solutions, Unified Communication Solutions, Hosted Solutions, Multi-Service Networking Infrastructure, and Converged Voice and Data Networks - including the company`s no-compromise Enterprise-Class IP Solutions (ECLIPS) - all supported by Avaya Services and Avaya Labs. Avaya is the worldwide leader in unified messaging, messaging systems, call centers and structured cabling systems. It is the U.S leader in voice communications systems. Avaya is an official partner for the 2002 FIFA World Cup™, the 2003 Women`s World Cup and the 2006 FIFA World Cup™ championships. For more information on Avaya, visit its website at .
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