Avaya brings contact centre functionality to midmarket

Networking equipment vendor Avaya is targeting midmarket customers with the launch of a new contact centre platform with multichannel contact center functionality.

The Avaya IP Office Contact Center is designed to enable voice, e-mail and chat capabilities for contact centres with five to 100 agents in a solution it claims is flexible,  and easy to use, maintain and administer.

Avaya sees an unmet need for contact centres in the midmarket, as companies struggle to improve the customer experience without having the larger budget of IT resources necessary to support more complex, enterprise-designed multichannel contact centre solutions.

Designed to work as part of the Avaya IP Office 9.0 platform, Avaya IP Office Contact Center includes support for multichannel inbound and outbound contacts, a “superior” agent interface to rapidly access customer information, call recording for every agent and flexible reporting, deployment on either a dedicated server or in a virtualized environment and IP Office software support.

“Contact centre capabilities are highly beneficial for building and maintaining customer relationships.  Until now, however, complexity and cost put these capabilities out of the reach of many small and midsize businesses,” said Mark Monday, vice-president and general manager of collaboration platforms with Avaya, in a statement. “With our new Avaya IP Office Contact Center, we’ve recognized and addressed that different size contact centers tend to have different requirements. This purpose-built multichannel solution is a combination of the robust features these customers need, with the simplicity and value they’ve come to expect from IP Office.”

According to Avaya, the new offering will allow Abaya’s Connect channel partners to sell more complete solutions to a broader group of customers. It will be available in Canada on Feb. 28.

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Jeff Jedras
Jeff Jedras
A veteran technology and business journalist, Jeff Jedras began his career in technology journalism in the late 1990s, covering the booming (and later busting) Ottawa technology sector for Silicon Valley North and the Ottawa Business Journal, as well as everything from municipal politics to real estate. He later covered the technology scene in Vancouver before joining IT World Canada in Toronto in 2005, covering enterprise IT for ComputerWorld Canada. He would go on to cover the channel as an assistant editor with CDN. His writing has appeared in the Vancouver Sun, the Ottawa Citizen and a wide range of industry trade publications.

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