IP-enabled contact center solution gives mid-sized companies  best practice  capabilities of large enterprises. Avaya Contact Center Express, the company's first complete multimedia contact center solution designed solely for medium-sized businesses. The solution extends the advanced customer service capabilities of large enterprises to any medium-sized organization, including complete multimedia interaction — via voice, Web chat and e-mail and the ability to route interactions and customer data to the appropriately skilled agent. This results in more efficient and productive interactions, helping medium-sized businesses drive superior customer service and sales in a cost-effective manner.
Avaya Contact Center Express leverages Avaya's global leadership in contact centers and Internet Protocol telephony — a technology that transmits voice as data over a computer network — providing a flexible mid-market solution that is easy to install and use. By offering simple integration between contact center applications and business applications, organizations can reduce implementation costs significantly. The solution also lets mid-sized businesses tap IP networks to closely link distributed workers, and extend contact center functions to agents in any location. This helps businesses rapidly scale to meet the needs of expanding contact center operations, ensuring the right people — with the necessary skills — have the tools to serve customers effectively.