Contact Center Express

Product Overview

The Contact Center Express software suite allows mid-sized organizations to equip their contact centers with multi-channel communications capabilities—so they can accept incoming communication and respond to customers using phone, email, text, and instant messaging.

FEATURES

Maximize the value of every call
Delivering consistent, personalized service across multiple channels allows your call center to build customer loyalty and identify more cross-selling and upselling opportunities.

Improve efficiency
Contact Center Express software’s multi-channel support makes it easy for agents to handle all of their inbound and outbound contacts quickly and accurately.

Investment Protection
Leverages existing Avaya Communications Manager, Call Center Elite, Call Management System, and Voice Portal investment and common industry standards to minimize incremental resource needs.

Description

With the Contact Center Express suite, mid-size businesses interact with their customers using phone, email, text, instant messaging or SMS. Avaya’s proven ACD technology processes all multi-media channels, routing requests to the appropriate agent, who can reply using the same contact method. Contact Center Express integrates with Avaya Communication Manager and Avaya call center solutions, allowing businesses to leverage their existing investments.

Contact Center Express delivers intelligent routing, built-in reporting and Microsoft® CRM integration, contact management, and support for self-service applications. Powerful development tools, out-of-the-box applications, and wizards for agent and routing rules reduce the need for additional software development.